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Problem

Customer can't access his/her crash report online after the report has been purchased. 

or 

Customer can't pull up crash report from the Search Criteria Page

7 Day Access Policy

An email with a Confirmation Number and Crash Report Number (located on the receipt) will be sent to the customer and the purchased crash reports will be accessible for 7 days from the transaction date.  If the 7 days has lapsed & the customer still has not been able to obtain the crash report; Alabama Interactive will need to request the report from the agency directly.

  • Customer Service should direct these customers and have them email support@alabamainteractive.org with their receipt confirmation and crash report number.

 

Solution

It can take up to 10 business days for a crash report to become available for print online. The Alabama Law Enforcement Agency allows some crash reports to be purchased even if they are not uploaded yet. 

  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.

 

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