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Questions and Answers

Answers to your most common questions

Why did you change your online ordering system?
In 2016 we modernized our online ordering system. While our previous system continued to receive rave reviews from our customers for its simplicity and feature richness, the time had come to give it a fresh look. So, we chose our 40th anniversary to produce a dazzling new platform that leapfrogs other NHD ordering systems in ease, simplicity, convenience and efficiency. Below are answers to your most common questions.
 
How to use our new online ordering system

How do I log in?
How do I create a new account?
How do I get started?
Who’s on first? – Confirm your Account Settings
What are your Preferences?
Is my password secure?
How do I reset my password?
Can I retrieve my password if I forgot it?
How do I place an order?
What's my Primary Role?
Why do I have to identify my Primary Role to place an order?
Can I still pay with a Credit Card?
Where can I see my past orders?
Why am I stuck at ‘Your Info’?
Why am I stuck at ‘Agent Info’?
What if I'm not ordering for an Agent?
How do I enter escrow information when placing an order online?
What if I'm not billing to escrow?
How do I use the Automatic Property Locator?
How do I place an order for Vacant Land?
Why can’t I enter multiple APNs online?
How do I use the Intelligent Address Book?
Where is your Electronic Bookshelf?
How do I download an Earthquake Booklet?
How do I look up your report prices?
How do I find my area's Sales Rep?
What happened to the Unit Number I entered in my order?
Why are there two zip code fields in some order form sections?
Can you send a confirmation email (and\/or report PDF) to the buyer on my behalf?
Which web browsers are compatible with this new system?
Where can my buyer find more info about the hazards you disclose?
What happened to your ‘Guest’ access?

About our products and services

Do I have to pay for a report if the transaction falls through?
How long do the reports remain valid? Do they expire?
What’s the difference between the Industry Standard and Comprehensive Report packages?
How long does it take to get a report?
Can I use the same report for a different transaction?
Does the report cover my seller and me against liability?
Can I upgrade or downgrade the report?
Will you bill escrow?
What if I don’t have escrow information yet?
How do I update escrow information after my order has been submitted and processed?
What are the different ways to order a report?
I’ve lost my PDF version of the report. Can I get another copy?
How do I add to or change an order once it has been submitted through the website?
I have a report that is several months old and the property is just now selling – how do I obtain an updated report and is there a charge?

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How do I log in?
As usual, link to our web address disclosures.com . If you have an existing account, click "Log In" (upper right corner) and enter your regular username and password. To remain connected indefinitely, check the "Stay Logged In" box.
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How do I create a new account?
Click "Sign Up" (upper right, next to "Log In") and enter a username and password then click "Let's Go!". NOTE: We recommend your email address as your username, since it's unique to you. (See next question for password details.)
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How do I get started?
At your very first login – under "Your Account" (upper right corner), tell us all the stuff you hate to retype – your settings and preferences. We'll remember them and automatically fill the form in for you -- saving the time you ordinarily waste when ordering a NHD report. (You may change it at any time.)
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Who's on first? – Confirm your Account Settings
Complete your contact info – especially "Your Primary Role" (e.g., Agent, TC, Escrow Asst., Escrow Officer)…more about that below.
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What are your Preferences?
How do you typically order? (For example, "I do business in CA, for residential transactions, usually get the Industry Standard NHD package, and want a confirmation email and just the electronic (PDF) report.").
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Is my password secure?
Like most online services, we have increased password security. Existing users may continue using their old password – but NOTE: your password is now case-sensitive (enter it exactly as you created it). New passwords must include at least one upper case and one lower case letter, one digit, and 8 or more characters.
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How do I reset my password?
Very easy! If not logged in, click the "Log In" button (upper right corner), then click "Reset Password?" In the box that appears follow the instructions to request "Send Password Reset". If already logged in, click on your account name (upper right corner) and select "Your Account". At the top of the page that appears enter your current and new passwords in the fields provided, then click the "Change Password" button.
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Can I retrieve my password if I forgot it?
Because we are part of a financial services corporation, policy requires that passwords be encrypted. So, we don’t know your password and cannot send it to you. If forgotten, your password can be reset by clicking the "Reset Password?" link on the login screen and following the prompt.
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How do I place an order?
Quickest way: click "Order a Report" in the upper left corner. This accelerates your order by activating the Automatic Property Locator (read more about it on Page 3).
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What's my "Primary Role"?
Most account holders will identify themselves as one of the roles listed in the "Your Primary Role" dropdown list. If you're not sure, select "Other" as your role. (FYI, the "Agent" role gets billed when not billing escrow.)
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Why do I have to identify my Primary Role to place an order?
We value your time. Verifying your role in the transaction allows us to simplify your order form and save you time. For example, Transaction and Escrow Coordinators usually order NHD reports on behalf of other parties, while Agents typically order for themselves. Depending on their role, more or less information is required to complete an NHD order. It makes no sense to force all customers through the same long order form. So, our intelligent order form is automatically right-sized according to the primary role of the user. For the Agent, the form is so short that an order can be placed in less than 15 seconds!
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Can I still pay with a Credit Card?
Absolutely. At the "Payment Options" screen (before you click "Order Report") simply select "Pay with Credit Card" to be taken to our bank's secure online payment site. NOTE: To protect your security, we can no longer accept credit card payment by phone.
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Where can I see my past orders?
Click "Order History" (top navigation bar). Past orders that you placed online are listed and can be sorted by field. Click on an order to see its details. For information about past orders placed by phone, fax or email, please call our Customer Service Desk.
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Why am I stuck at "Your Info"?
This happens when you haven't yet identified "Your Primary Role" in the transaction. To proceed, simply open the role dropdown list and select your role (set it and forget it!).
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Why am I stuck at "Agent Info"?
If you're ordering for yourself (not for another agent) just click the "Bypass Agent" button to proceed.
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What if I'm not ordering for an Agent?
Easy! Click the "Bypass Agent" button to proceed.
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How do I enter escrow information when placing an order online?
Use your automatic prefill! When entering Agent or Escrow info, simply type the party's first and last name and tab out of the field – if that party is in your address book, the form will find it and automatically complete the rest! If they’re not yet in your address book, simply fill in the contact info manually then check the box, "Save to your Address Book" – it’ll fill in automatically on your next order.
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What if I'm not billing to escrow?
Easy! Click the "Not using Escrow" button to proceed.
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How do I use the Automatic Property Locator?
Very cool feature here: In the "Property Location" section, enter the street address (or part of it) and the zip code – then tab out of the field. Boom! The system finds the exact address and automatically completes this section of the order form – or, it shows you a list of similar addresses to select from. Occasionally, it won't find the address you meant, so, just click "No" and enter the address manually. (See the related FAQ below, "Why are there two zip code fields in some order form sections?")
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How do I place an order for Vacant Land?
Enter the address if there is one, along with the APN and check the "Vacant Land" box. In some cases, vacant land may not be located automatically by our system. In that case, please manually enter the text "vacant land" as the street address, along with the APN. If you still encounter difficulty, please call our Customer Service Desk.
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Why can’t I enter multiple APNs online?
We actually have a special reduced pricing for multiple APN’s. We just need a few important details that aren’t accessible on the website. So, please call in your multiple-APN order. We’ll submit it for approval, and promptly call you back with a quote.
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How do I use the Intelligent Address Book?
Existing users will find their often-used parties (e.g., Agents and Escrow Officers) already in their address book! New parties are added by simply checking a box. A party's contact info is automatically filled into the order.

  1. Automatic prefill
    When entering Agent or Escrow info, simply type the party's first and last name and tab out of the field – if that party is in your address book, the form will find it and automatically complete the rest!
  2. Adding a new party
    If you're including a new Agent or Escrow party, manually enter the party's info and check the box "Save to your Address Book" (at the bottom of that section). The party will be saved to your address book for automatic prefilling in future orders.
  3. Editing Address Book entries
    For now, parties in the Address Book can be edited. Soon, you will be able to directly add and delete parties.

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Where is your Electronic Bookshelf?
Our "Electronic Bookshelf" houses regulatory government pamphlets that buyers may need. You'll find that link under "Resources" on the main navigation bar at the top of the new order form, and in the "Delivery Options" portion of the form.
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How do I download an statutory Earthquake Booklet?
Under "Resources" (in the top nav bar of the order form) click "Electronic Bookshelf". The page that appears lists the free government pamphlets. Click "Combined Multi-Hazard NHD Book (Updated 2011)" to download the Earthquake and Environmental Booklet. (You'll also find the booklet link in the "Delivery Options" portion of the order.)
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How do I look up your report prices?
Under "Resources" (in the top nav bar of the order form) click "Product Pricing" and enter the property's zip code.
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How do I find my area's Sales Rep?
Under "Resources" (in the top nav bar of the order form) click "Find a Rep" and enter the property's zip code.
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What happened to the Unit Number I entered in my order?
In some situations multiple residential units exist on the same parcel, each unit with its own separate number. We verify the property's physical address against the US Postal Service database and obtain the parcel's APN and ownership data from a second authoritative source. In some cases, the unit number entered in the order is not returned in the verified address. Rest assured, however, that the report's disclosures are determined by the boundary of the parcel as a whole, as law requires, and the unit number (or lack thereof) does not affect the report's accuracy. But here's how to resolve the situation: After you enter the address, notice in the popup address-validation screen – does it show the unit number as you entered it? If not, always select "No" and enter the address manually including the desired unit number.
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Why are there two zip code fields in some order form sections?
The zip code does the heavy lifting in our new intelligent ordering form. For example, with just a partial street address the zip code can enable the form to locate the complete property information. And, in the Agent and Escrow forms, the zip code along with a partial company name can uniquely identify the office address and complete that section of the form automatically. If you see it listed twice, the first zip code entry is the trigger that delivers the time savings.
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Can you send a confirmation email (and/or report PDF) to the buyer on my behalf?
Certainly. Please confirm your role in the transaction and provide the email address of any additional recipients.
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Which web browsers are compatible with this new system?
The new system was initially developed for Google Chrome. However, all leading browsers, including those for mobile devices, tablets and desktop computers, have since been tested and shown to perform well with the system's features.
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Where can my buyer find more info about the hazards you disclose?
Click "Disclosure Information" in the top navigation bar of the new website. That link takes you to a plain-English explanation of the principal hazards disclosed in our reports. Click on a hazard picture and save a copy of the hazard explanation as a "Fact Sheet" – a PDF document that you can email to your buyer!
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What happened to your "Guest" access?
We have discontinued "Guest ordering". Why? Because we value your time! One minute invested in setting up a free login account returns several minutes of your time saved in every future order. "One and done!" Set it and forget it – and start saving precious time. Guests are welcome to view and share the educational materials on our "Disclosure Information" resource center (at the tab on the top navigation bar). There you can freely download "Fact Sheets" that simplify and explain the major natural hazards for your client. Each Fact Sheet is a PDF you can save and email to a buyer who may have questions or concerns about a particular hazard in our report. So, "Be our guest!" -- and take a minute to register your contact info for all the rest of your orders.
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Do I have to pay for a report if the transaction falls through?
No. If your transaction does not go through, you may advise us by calling or emailing our Customer Service Desk. We will cancel the report at no cost to you.
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How long do the reports remain valid? Do they expire?
Our reports do not expire but the government maps may change. So, the reports are valid only at the time they are produced. We recommend updating the reports every six months until the close of escrow in order to have the most up-to-date property information. Updates are free of charge as long as they are for the same transaction.
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What’s the difference between the Industry Standard and Comprehensive Report packages?
The Comprehensive Report package contains the Natural Hazard and California Property Tax Reports only. The Industry Standard package also includes the Environmental Screening Report.
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How long does it take to get a report?
With our new "self-filling" online order form you can place an order in as little as 15 seconds. If you order a report on a business day before 2 p.m., you'll receive email copies that day and hard copies by courier the next business day. If your report is ordered on a business day after 2 p.m., you’ll receive email copies the morning of the next business day and hard copies the business day after that. (EX: Ordered after 2 p.m. on Monday, email copies delivered Tuesday and hard copies delivered Wednesday.)
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Can I use the same report for a different transaction?
No. Reports are valid only for the transaction for which they are issued.
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Does the report cover my seller and me against liability?
Yes. We're backed by First American Professional Real Estate Services, a name well known in the real estate industry. We carry all necessary liability insurance (including Errors and Omissions). NOTE -- THE REPORT’S COVERAGES DO NOT APPLY UNTIL WE RECEIVE PAYMENT IN FULL.
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Can I upgrade or downgrade the report?
Yes. Simply call or email our Customer Service Desk and tell us which report package you would like to change to. We will re-issue the report with the changes requested, and include an updated invoice.
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Will you bill escrow?
Yes. Once we have escrow information, we will forward the invoice to escrow.
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What if I don’t have escrow information yet?
No worries. We can still issue the report, but without escrow information we must invoice the ordering party. When escrow has been opened, simply give us a call to update our billing records and we’ll forward the invoice to escrow.
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How do I update escrow information after my order has been submitted and processed?
Easy. Log in to your online account and click the Order History link on the top navigation bar. In the right ("Status") column, you will see a dollar-sign icon for any report that has been paid. For an unpaid order, click on the property address and then follow the prompt to add or update escrow information for that order. You can also submit escrow information by email to jcp-lgs.customerservice@firstam.com or call us with the escrow information at 800-748-5233.
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What are the different ways to order a report?
We provide five simple ways to order a report:

  1. Online with our intelligent order form. It remembers and auto-fills the contact information for the ordering party (you) and the agents and escrow companies you frequently do business with. This is the most convenient method.
  2. Call our Customer Service Desk at 800-748-5233.
  3. Email an order to jcp-lgs.customerservice@firstam.com
  4. Fax an order form to 800-329-9527.
  5. Call your Sales Rep with your order information.

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I’ve lost my PDF version of the report. Can I get another copy?
Yes! For online orders, get it instantly by logging in to your online account – in the Order History screen click on your order and download another copy from there. Otherwise, just give us a call or email us and we’ll email you another copy right away.
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How do I add to or change an order once it has been submitted through the website?
Changes cannot be made online once an order has been submitted. We can make any additions or changes to the order from our Customer Service Desk. Just give us a call at 800-748-5233 or send an email to jcp-lgs.customerservice@firstam.com .
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I have a report that is several months old and the property is just now selling – how do I obtain an updated report and is there a charge?
If the property has not closed escrow, we will update the report at no additional charge. Just give us a call at 800-748-5233 or send an email to jcp-lgs.customerservice@firstam.com requesting the updated report and provide any updated escrow information. We will forward the updated copies to all parties as needed.
 

To order a disclosure call, click or email to 800-748-5233, www.disclosures.com , or jcp-lgs.customerservice@firstam.com