Frequently Asked Questions

Registration / Login

Q: I am trying to register, why is the website returning me to a blank registration page?

A:  FloodInfo.com won’t allow a user to register with a Username that has already been taken, or an email address that is already tied to another FloodInfo.com account.  Please make sure the Username you select is unique.

Q:  I forgot my Username / Password, where do I go to get that information?

A: Click on either Lost Password? or Forgot your username? on the right-hand side of the screen.  The requested information will be sent to the email address you listed on your FloodInfo.com account.

Ordering

Q: My order status says Pending Pay, what does that mean?

A: If your order says Pending Pay, then the order has not been placed with CoreLogic.  You must complete the payment transaction with PayPal in order for CoreLogic to receive and process the order.

Q: My order status says Error, what does that mean?

A: If your order status says error, then there is a problem with the property data provided.  This usually occurs when you spell out the name of the state on the order request form instead of using the standard two digit state abbreviation.  Please contact CoreLogic, using the Contact Us form, and staff members will correct the error.

Q: My order status says Pending Pay but I no longer want the determination. Do I need to cancel this order?

A: No, the order has not been placed with CoreLogic because the payment transaction with PayPal was not completed.  There is no need to cancel the order because it has not been placed.

Checkout

Q: I am trying to check out, why am I being sent back to the log in screen?

A: There are a couple of reasons you may be stuck in this loop.

• Make sure you are not using a Favorites link or a saved link.  Close your browser and open Internet Explorer in a new window.  Type www.floodinfo.com  in the address field and log in from there.

• Make sure you are logged into www.floodinfo.com prior to placing the order.

• If that doesn’t work, check your Privacy Settings.  See screen shots below:

Enable Cookies:

• Click on Tools drop down located on the right side of your internet toolbar.
• Select Internet Options
• Click on the Privacy Tab
• Click the Advanced button and make sure Cookies are enabled.  Then check the box to override automatic cookie handling.  Make sure both first and third party cookies are set to Accept. Click OK.

Clear Cache:

• Click on the Tools drop down located on the right side of your internet toolbar.
• Select Internet Options.
• In the General Tab, under Browsing History, click Delete.

• Make sure the two boxes labeled Temporary Internet Files and Cookies are checked and click Delete.

Payment

Q: Do I have to pay using a PayPal account?

A:  No, you are not required to use a PayPal account, but all payments are processed through the PayPal website.  There are two ways to pay:

• Log into PayPal using your previously created PayPal account.  (You must go to www.PayPal.com to set up a PayPal account).
• Pay with a debit or credit card via the PayPal website.  Visa, MasterCard, American Express, and Discover are accepted.

Q: If I have a PayPal account but don’t want to use it, can I pay with my credit card?

A: If a PayPal account is tied to that credit card, then you must use the PayPal account.  Otherwise, you may pay with another debit or credit card that is not tied to a PayPal account.

Q:  Can I be charged twice for an order?
A:  No, PayPal will not allow a user to pay twice for the same order.  If a user tries to submit payment again for the same order, they receive a message that the order has already been paid for.

Receiving the Completed Determination

Q: I received an email that the determination is complete. Where do I find the flood zone certificate?

A: The certification is included as a .pdf attachment in the email stating that your certification is complete.

Q: I ordered a Grandfathering Request, but haven’t received it yet. Why isn’t it returned immediately?

A: Due to the manual research requirements for Grandfathering Requests, expect a response within one to two business days.

Q:  I am not receiving the email with my completed flood zone certificate.

A: You should receive the completed flood zone certificate by email.  It will be sent as a .pdf attachment to the email address you listed on your FloodInfo.com account.  If you did not receive this email, it may be in your Junk Email folder.  Check you Junk Email Options – usually under Tools and Options.  You may need to uncheck the “Permanently delete” box. (Please see below.)

Moving the email from the Junk folder to Inbox may cause the attachment to be stripped. If this happens, please contact CoreLogic, using the Contact Us form, and staff members will resend the Flood Zone Determination to you.

You might also want to make sure the following addresses are added to your Safe Sender List:

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• Click on the Actions Tab.
• Click on Junk E-mail.

Click on Junk E-mail Options.

• Click on the Safe Senders Tab.
• Click Add.
• Type the address in the box that pops up and click OK.