← Help Center/ Ethur support
Customer help center
Practical guidance for hiring and rental teams: prepare requests, interpret results, resolve billing questions, and protect applicant information.
Before ordering
- Confirm account eligibility, lawful purpose, role/property requirements, and the actual package scope.
- Use the current pricing catalog and account terms; confirm add-on availability and external fees.
- Verify candidate email addresses and the applicable consent/disclosure process.
Review responsibly
- Review completed and pending sections separately. A no-record result describes searched scope, not a guarantee about a person.
- Resolve matching and source discrepancies before applying your approved criteria.
- Customers make employment/housing decisions; screening tools do not guarantee legal compliance.
Escalate effectively
- For progress, name the open search and order reference. For billing, identify invoice and line item.
- For account/integration access, ask your authorized administrator and share only sanitized errors with support.
- Do not send SSNs, IDs, bank details, medical information, passwords, verification codes, or report files through ordinary email or public chat. Ask support for an approved secure channel if evidence is needed.