VitalChek Customer Support FAQ
Below are FAQs for government agencies, along with VitalChek customer support FAQs. If you do not see your question answered, please contact us to have it resolved. We are here to help.
VitalChek offers full service vital record solutions designed to custom-fit the needs of Vital Record Agencies nationwide, including:
• Ordering Solutions – whether remote (online, mobile, telephone, mailroom) or in-person (counter point-of-sale, self-service kiosk)
• Payment Processing Solutions – secure processing across all channels with credit & debit cards, electronic checks, and/or mobile payments
• Security Solutions – utilizing leading-edge LexisNexis security with credentialed staff, Identity Verification and Identity Authentication services
• Customer Support Solutions – available 24/7/365 for both consumer order placement and Agency technical support via phone, email or online
• B2B/B2G Solutions – streamlined applications for business purposes including Funeral Home ordering solutions, Government Certificate solutions, Electronic Vital Event Registration Systems, etc.
• Virtual Office Solutions – innovative services to fit your changing needs including services for expanded call center, data entry, integration and/or research projects
VitalChek uses a convenience fee model to cover our business costs. This means VitalChek Vital Record Solutions are available at no cost to your Agency – no cost for equipment, supplies, maintenance, customer support or system integration. We even pay all associated credit card fees and manage charge backs.
Security is of utmost importance to us, whether it’s handling consumers’ personal data or order data to be transmitted for processing.
We even go so far as to be certified as Level 1 PCI compliant, ensuring all our processes maintain sensitive data in the most secure manner.
Additionally, all order information is handled only by credentialed LexisNexis employees and your Agency staff – no other parties are provided access to consumers’ sensitive data.
VitalChek has the widest spectrum of vital record services available, including integrated technology. We can design convenient and efficient solutions for any Vital Record Agency, saving you both time and money.
Advantages of VitalChek Vital Record Solutions include our superior knowledge of the vital record industry, no-cost integration, leading-edge security, dedicated customer support, efficiency and cost savings, unmatched reporting capabilities, and our ability to provide Agency-specific surveys and industry studies.
As a pioneer of remote vital records ordering, we use our expertise and scale to deliver reliable, secure and timely solutions that fulfill the needs of consumers and Agency partners for document ordering, identity authentication, payment processing and professional services.
As an Agency partner, if you have questions or are experiencing technical issues, please contact us at 1-800-669-8312 Option 3. Our professional and courteous Technical Support Staff is available to you 24/7/365.
Agency partners can order supplies for their VitalChek-provided equipment, such as printer toner cartridges, receipt paper for point-of-sale machines, checks, UPS shipping supplies, etc. by contacting us at 1-800-669-8312 Option 2 during standard business hours with your request.
You can check the status of your order by logging in to the Manage My Order tab of the VitalChek.com website. You will need your 8-digit order number and 6-digit PIN, which are found in your Order Confirmation Email.
If you need additional information not shown by the order status information above, please contact us at 1-800-255-2414.
Please note: estimated processing and shipping timeframes will vary by order, depending on the location your certificate originates from. The processing time starts once all required documentation has been submitted and approved.
Obtaining copies of vital records such as birth or death certificates are generally not free. Each government Vital Records Agency charges a specific fee to search for and prepare these certificates, which typically range anywhere from $2.00 – $50.00 per certificate.
If ordering through VitalChek, an additional Processing Fee will apply to support online ordering and payment processing as well as expediting the request. You will also have the option to select expedited shipping, for an additional cost.
All charges specific to your order on VitalChek.com will be shown as you make your selections during the order process.
Each Vital Records Agency that issues these certificates has its own processing time. Therefore, a certificate issued from one state will generally have a different processing time than a certificate issued from another state.
If you have already placed an order with VitalChek, the Estimated Processing Time for your order can be found on your Order Confirmation Email.
Please note: if any additional documentation was required for your request, the processing time will not start until the specified documentation has been submitted and approved.
Based on the unique requirements of each Vital Records Agency, and to help ensure the certificate is not put into the wrong hands, certain personal information will be requested during the ordering process to verify specific details about the event, and about the person ordering.
For most certificate requests, the following types of information will be required:
- the full name of the individual named on the certificate, and your relationship to that person
- for a birth certificate, the full names of both parents named on the certificate, including the mother’s maiden name; for a marriage or divorce certificate, the full name of the spouse(s) named on the certificate
- the date, month and year of the event (the birth, marriage, etc.)
- the state, city and county where the event occurred (an option for “unknown” city or county may be accepted)
- the reason for requesting the certificate (which will determine the type of certificate available)
Additional identity information may also be required, depending upon the issuing Agency’s regulations, which may include a Social Security Number and birth date of the person ordering, identity questions or a copy of an identity document (such as a driver’s license or similar) specific to the person ordering the certificate, or a sworn and notarized statement. This information, if required by the Agency, is used only to validate the identity of the person requesting the certificate and is handled in the most secure manner possible.
Because each Vital Records Agency sets its own policies, there is no single standard about who can order these records. However, most Agencies will only provide certificates to a person named on the requested certificate and/or to members of a person’s immediate family.
As you go through the VitalChek ordering process you will be asked specific questions designed to address these unique policies, ensuring that you can legally order and receive the requested certificate.
Yes, unless you specifically choose “informational” or “souvenir/heirloom” copy, the certificate you order will be a government-issued, official, certified document.
As a certified copy, certificates will include a registrar’s raised, embossed, impressed or “watermark” seal (depending upon the state regulations), the registrar’s signature and the date the certificate was filed with the registrar’s office.
Certified copies are generally acceptable for most legal purposes including proof of citizenship, obtaining a passport, driver’s license renewal, etc.
Yes, VitalChek is an official, government-authorized service to securely order certified vital records from official government agencies nationwide since 1987.
Because vital records are critical pieces of identity information, keeping these documents, and your personal information, as secure as possible is something VitalChek takes very seriously. The information provided in our secure ordering process is only provided to the appropriate agency(s) responsible for issuing the requested certificate.
Other online services may not be authorized by the Agency issuing vital records, and may charge additional fees without providing approved services or guaranteeing confidentiality of your data.