FAQs - A little help
from Peopletracer

What is a credit and when are they used?

One credit enables you to receive up to 200 results for each search that has been performed. They are only used if your search returns results. Your results will give you names, addresses and telephone numbers gathered from the Electoral Roll and Telephone Directory records. Our Land Registry data gives you property information and we use Google Maps to show you someone's location.

Can I get help with my search?

If you need some help, don't hesitate to use our live chat, which is available during our office hours (9am-5pm). To get started simply click on the live chat button, and enter your question in the instant messaging box. If you want to contact us out of office hours, you can send an email to our team who will get back to you as soon as possible.

Alternatively, you can also call our helpline 0800 001 5856 or 029 2067 8610 during office hours.

I have forgotten my password?

That's not a problem; below the account login boxes, simply click the 'Forgotten your password?' link, and you'll be sent an email so that you can reset your password.

How can I cancel my subscription?

This can be easily done after 24 hours of setting up your subscription; simply go to 'My account' page and follow the instructions there, or email us and we can do it for you. Once you cancel your subscription you will have seven days to use any remaining credits.

You can reactivate your subscription at any time. All your details - except your card details - will be stored, so it's easy to start searching again.

I want to purchase more credits?

If you'd like more credits simply visit 'My account' where you'll have the choice to either 'Change package' which allows you to upgrade your monthly subscription, or 'Top up' so that you can purchase a one-off number of credits.

How many credits can I top up with?

You can top up your subscription package with the same amount of credits your monthly subscription gives you, which means that you basically double up. For example, if you subscribe to our Silver package of 25 credits, you can top up that month with another 25 credits, giving you 50 credits to use throughout the month.

I don't need as many credits as I thought: can I change my subscription package?

You can easily downgrade your subscription package by selecting 'My account' and selecting 'Change package'. If you find that you need more credits one month, you can always top up your account, or change your subscription to a larger credit package.

How do I update my payment details?

This is can be done really quickly, simply visit the 'My Account' section and look for the payment details section. You'll just need to click the 'Change' button and you'll be taken to a form which allows you to change your credit card details.

If your card is due to expire, we'll also remind you and send you an email so that you can log in to your account and update your payment details.

How can I change my contact details?

To do this, click on the 'My account' tab and click on the button named 'Edit Account' within the 'Contact Details' box. You'll be taken to a form where you can update your information.

Can I see my previous bills?

You can view your payment history by clicking on the 'View payments' button within the 'Billing Information' box in the 'My account' section of the site.

Which areas can I search?

All our information is sourced from the UK, so we’re able to help you find family and friends living in the UK.

Am I able to find someone that lives abroad?

Unfortunately, our data is sourced from the UK only, so we're unable to help your search.

How does the search work?

Peopletracer is a self-service people searching website. This means we give you search results based on the information you provide us. Our search is conducted using the edited Electoral Roll 2003 – 2012, Telephone Directories, Land Registry information and Google maps.

Will the person I'm searching for be told that I am looking for them?

No, our service is self-search, which means that only you (and our team) will know that you're using the site. We simply retrieve results based on your search, it's then up to you to contact the person you're looking for.

I can't see a telephone number on the search results, why?

If your retrieved search results hasn't given you telephone number details, this could be due to:

• The telephone number is ex directory
• There's no listing for this name at the address in the telephone directory

I'm confident that the person I'm looking for is on the Electoral Roll, but I still can't get a result, why?

The Electoral Roll that we gain our information from is optional, which means that people can choose not to have their details registered. The figures of people choosing to opt out of the Electoral Roll have risen to over 40% in recent years, which could be the reason that you're unable to find the person you're searching for.

My phone number is ex directory: why is it being shown here?

We take data protection very seriously, and we're very careful not to display withheld information. We do not hold ex-directory telephone numbers.

The data that we use is supplied from a core database (OSIS) to which all licensed Telecommunications Operators and Service Providers submit their customers' directory data.

You'll need to contact your own telephone service provider to confirm your details are actually ex-directory, as we are not able to make changes to this central database.

Once they make the changes the correct data will be added to the OSIS database and cascaded to all directory service providers within 24 hours.

Do I have to pay to view previous searches?

You've already paid for this information, so we store it for you to view whenever you like, which helps you keep track of the people you've searched for. As soon as you log into your account, you will automatically be taken to the 'My searches' section of the site.