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1. Ask if the customer has already purchased the crash report.
2. Ask the customer how long ago the crash happened. (10 days need to have passed since the crash date)

• If it has not yet been 10 business days since the crash occurred, ask the customer to try reprinting the crash report after 10 days by going back to the purchase site: 
  1. Go to www.alea.gov
  2. In the Citizen Information section, click, I Need To
  3. Select Ordera Vehicle Crash Report. (see screenshot)
     
  4. Here's the direct link for the service if needed: https://www.alabamainteractive.org/dps_crash_report
  5. To access a crash report, remind the customer he/she will need the 7-digit crash report number and the 17-digit receipt confirmation number.
  
  
• If it has been over 10 business days, is the issue on the Crash Report Search Criteria page?
  1. If yes, the customer may be entering too much information 
     1. Enter information in the First Name and Last Name fields ONLY.
        

If it has been over 10 business days AND the customer still CANNOT access the crash report from the help above, fill out a Further Assistance Needed form for AI to look into it.