Help Center

Commonly Asked Questions

1. When Will I Get My Results?

Your Instant HIN Verification (IHV) Report is created automatically and presented immediately following the Paypal checkout process. At the same time you will receive an email from us containing a link to this report.

2. Why Didn't I Receive an Email?

If you're not seeing an email from us, the first thing to do is check your Spam folder. Some email clients such as Gmail may mistake our communications as spam and the message won't be visible in your Inbox. If this is the case, you can usually mark the message as "Not Spam" which will move it to your Inbox and prevent future HINVALID messages from being treated as spam.

Although our IHV Report is presented automatically following checkout, we rely on email to deliver our purchase confirmation and a link to your report. For this reason, it is of the utmost importance that you provide us with a current, working email address during Step 1 of our checkout process.

Email delivery failures are most often the result of an error encountered at the destination mail server. It could be that the specified email address is not a valid account, or perhaps the mailbox is full and can no longer receive new mail.

If you check out using your Paypal account, and you didn't receive a receipt email, make sure your PayPal profile contains your current, desired email address. If you check out as a guest - without logging in to PayPal - double check the email address you input to make sure Paypal's notifications go to the right place.

Lastly, if you use Paypal's guest checkout option and you don't log in to a Paypal account, note that your IHV Report will not appear until you click the "Return to MARIFAX LLC" link on the Payment Complete screen. If you miss it, or close the window accidentally, don't worry. You'll still get an email from us with a link to the report.

3. I Didn't Receive My Report. What Should I Do?

Please remember that the email address you provide during Step 1 of our checkout process is our sole means of delivering your IHV Report. If you don't receive an email from us within one hour of your purchase, it's safe to say something has gone wrong with the email delivery of your report. If that happens, please contact us as soon as possible. When you contact us, please provide the HIN you submitted and a valid means of contacting you.

4. My HIN Was Invalid. Will I Still Be Charged?

On average, approximately 1 HIN in 10 will have some kind of issue. Our service charge is not dependent on the outcome of the testing process. Like a trip to the dentist, the charge for the check-up is the same whether we find "cavities" or not.

5. How Can I Contact HINVALID?

If you have not received your IHV Report, if you feel we have made an error, or if you need to contact us for any other reason, don't hesitate to use the form on our Contact Us page.