Report and data questions
| If you see… | It means / do this |
|---|---|
| "Vehicle match may be incomplete" on the decode card | The VIN doesn't encode trim/drivetrain for this make. Confirm the car and continue — Carlarity completes what it can from listing data and grades it honestly. Adding trim yourself or uploading the window sticker strengthens it. |
| INSUFFICIENT confidence on the verdict | Not a bug — an honest grade (Part 6). The report lists what to verify independently before you negotiate. |
| A recall count on your report | Open NHTSA campaigns for this year/make/model. Recall data is issued at that level, so verify VIN-specific applicability with NHTSA or a dealer — the report links you the way. |
| Salvage / rebuilt / branded title | Branded titles change value substantially. See the FAQ entry — confidence is treated accordingly and the report is explicit about it. |
| A report that fails to generate | Usually this means the vehicle isn't on our covered list yet — we cover specific tested models, not every model from a covered make, and anything outside the list is held before checkout by design (see the Coverage page). Genuine data hiccups on a covered vehicle are rare. Either way you aren't charged for nothing — see the FAQ's refund entry, and support will make it right. |
Account questions
| Problem | Fix |
|---|---|
| Lost the report email | Sign in at getcarlarity.com — everything lives in My Reports. The FAQ covers link recovery. |
| Forgot password | Use the reset link on the sign-in page. |
| Too many emails / not enough | Settings → email preferences. |
| Want your data deleted | Settings, or the FAQ entry "What happens when I delete my account?" |
Tip
The FAQ is the fastest self-serve answer for anything not covered here — it's organized by topic and written in the same plain language as this manual.