FAQ

Answers to your questions

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Why am I prompted to register through MFA every time I log in?

The MFA looks at 3 specific items when you log in: Location (IP Address), Device (Computer, phone, tablet, etc), and Browser (Chrome, Firefox, Safari, etc). If any of these three items has changed from the last time you registered, it will prompt you to register the MFA again for your own protection.

If you have not changed any of these 3 parameters but are still being prompted to register with each log in, you should check if any of these apply to you:

  • Do you have a privacy setting on your web browser that clears your browsing history after each session? How to check your cookie settings
  • Are you using IRB with a private browsing session (Incognito Mode)?
  • Are you using a location or IP anonymizer to mask your location?
  • Do you have software on your computer which routinely clears your cache and cookies?
  • Has somebody else in your company used your ID since your last log in?
Why am I not receiving my one-time passcode (OTP) when I try to login?

When you attempt to access your IRBsearch account from a browser or location that our systems do not recognize, you must request and enter a temporary one-time passcode (OTP), which helps us identify you. This added layer of security helps prevent unauthorized access to certain information and products.

As part of the OTP registration process, you are asked to provide your phone number and/or your email address as your preferred delivery method for the OTP. We always recommend having multiple delivery methods on file to ensure you have an alternate way of accessing the system.

POSSIBLE ISSUE:
If you utilize AOL as your email provider, you could possibly be experiencing difficulties accessing your IRB account with our multi-factor authentication process. There has been repeated problems with AOL blocking or blacklisting the emails from IRB that contain your OTP.

SOLUTION:
Contact IRBsearch Customer Care at 800-447-2112 to change your preferred method of receiving your one-time passcode. You can choose to receive the OTP via your phone by SMS (text message) or automated voice call. You may also receive your OTP through another (non-AOL) email address.

We apologize for any inconvenience this may cause. Our goal is to make sure you have the necessary tools you need to get your job done. Should you have questions or require further information, please do not hesitate to contact Customer Care at 800-447-2112.

How can I view my billing information?

Simply log into your IRBfocus account and access your billing information from the menu. You will be able to update your payment information, access invoices and usage details, and view past receipts.

What do I do if I forget my password?

When logging into your IRBfocus account, click the "Forgot Password" button on the screen where you normally enter your password. You will be prompted to answer a security question, and a new password will be sent to your email address. If you are still having issues accessing your account after the automated password reset or need to reset your IRBclassic password, please contact our friendly Customer Care Team by calling 800.447.2112 or by emailing CustomerCare@irbsearch.com.

How do I change my password?

After logging into IRBfocus, click on your name at the top left of your screen. View your user profile page and click the "Password Reset" button.

What is the best way to run a search?

Finding people is part art, part science. Our proprietary database combines data from millions of sources, giving you access to the most comprehensive collection of information in the United States. Our searches are designed to return the background information you need.

At the top right of every page in IRBfocus, you'll see a Help button. IRBfocus has custom help information on each and every page. We also offer training for you and your team — at no cost to you!

Can I run a truncated social security number that I just found on the site?

Yes! While the Social Security Number may be truncated in your account, you have the option of either clicking the SSN or drag-and-dropping it to create new search criteria.

How accurate is your information?

Our information is very accurate, but due to the nature of public records, the data returned may have errors. Data is sometimes entered or processed incorrectly. This system should not be relied upon as 100% accurate.

Why am I not getting the search results that I expect?

Getting the best results is a combination of entering the best available search criteria and making sure the coverage of the search is accurate. Click on the coverage map on any search to ensure the information is available for your location and/or source.

How do I save my results?

All results — both searches and reports — are automatically saved for you for seven days. Access all your search history by clicking the "Search History" tab at the top right of IRBfocus.

How often do you update your records?

The data provided by IRBsearch is a combination of more than 34 billion records from more than 10,000 different data sources. Data sources are updated daily, weekly, monthly, and annually.

How do I check my monthly usage or monthly billing?

Log into your IRBfocus account and access your account details by clicking on the Menu button. All details are available under the My Account tab.

What is the Compliance Center?

The Compliance Center is your one-stop center for verification of your business and account. Each state has requirements, based on industry, to allow you to access our data. Some federal restrictions even apply! IRB streamlines the verification process by requesting certain documents about you and your business in the Compliance Center in IRBfocus. Upload the requested documents to expedite your verification and compliance process. Documents can be any file type and up to 100 MB in size.