MVR Troubleshooting
This article explains how to identify and resolve MVR Monitoring Enrollment Errors within Encompass. When an order errors, users receive an email linking to the MVR Request Roster page, where failed enrollments display a status of Error or Unsent. Clicking View reveals the state-provided error message. Common issues include missing or incorrect Driver information, mismatches with the License, or missing signed Releases. Errors are typically categorized as Driver Enrollment Unsuccessful or Driver Not Found, each with troubleshooting steps such as verifying License details, Date of Birth, SSN (last 4 digits if required), and Release Forms. For disputes or report content questions, users should contact SambaSafety directly.
Error Codes
If there is an errored order, you will receive an email with a link to the MVR Request roster page. All Motor Vehicle Reports received through your MVR Monitoring program will have the Third Party listed as SambaSafetyQorta. Any driver that failed to be enrolled into monitoring will also have an Error or Unsent as the request status. To view what caused the error, hover to the right of the status and click View:
A red box with a description of the error received from the state will display.
Driver Enrollment Unsuccessful
This occurs when required information fields are missing or entered incorrectly within Encompass.
- Is the driver’s name entered as it appears on the license, omitting characters/hyphens?
- Is the driver’s license # entered as it appears on the license?
- Is the correct state of license selected?
- Is the DOB entered as it appears on the license?
- Is the SSN entered?
- Why is this field needed? Some states require the last 4 of the SNN for enrollment.
- Is the driver’s release signed and dated?
Driver Not Found
This occurs when the state is unable to locate the driver with the information provided
- Is the driver’s name entered as it appears on the license, omitting characters/hyphens?
- Is the driver’s license # entered as it appears on the license?
- Is the correct state of license selected?
- Is the DOB entered as it appears on the driver's license?
- Is the SSN entered?
- Why is this field needed? Some states require the last 4 of the SNN for enrollment
- Is the driver’s release signed and dated?
If all information is entered correctly, please have the driver contact the DMV.
Below are some common error messages, error message explanations, and steps to correct:
| Error Messages | Explanation | Steps to Correct |
| ACCOUNT IS NOT IN COMPLIANCE FOR THIS PRODUCT | Some states may restrict access to certain data based on permissible use. | Please check the MVR for any additional error data provided by the State. Contact SambaSafety to ensure your account is set up with the correct permissible use. |
| CDL NOT FOUND | The driver was found; however, the report type is only valid for CDL licenses and the driver does not have one. The State returned a no-hit. The standard MVR type will return a hit. | Make sure to update the driver TYPE to “Personal” and re-purchase an MVR. Select the appropriate MVR type for CDL licenses. |
| CONTROLLED RECORD | Likely the record is defined as “controlled” by the Government Records Act, or is classified or designated as “controlled” by the DMV. | If the driver doesn’t understand why this is occurring, the driver will have to contact the DMV to inquire why their record cannot be pulled electronically. The driver can get the hold taken off their record for a specified timeframe or indefinitely. The customer can then purchase an MVR and a valid MVR with information should be returned. Due to confidentiality, the DMV will not provide information regarding a person's record to anyone other than the person to whom the record belongs. For the California DMV, you can use the contact info below can be provided to the driver to unlock their record: CA DMV Investigation Services Support Unit: 916-657-2291 CA DMV Confidential Records Unit: 916-657-7142 CA DMV Records Security and Identification Unit: 916-657-6613 |
| DATE OF BIRTH MISMATCH | This error is most common in Hawaii and is a result of database errors at the DMV that need to be corrected. SambaSafety can help facilitate this correction. | We will submit licenses to the state for correction. Turnaround for those corrections is typically 14 business days. |
| If you have a HI driver experiencing this error, please send a copy of the driver’s current license to our Customer Success for a correction request. | ||
| DMV USE ONLY | DMV USE ONLY | Obtain a current copy of the driver’s license, compare the current copy of the DL to the driver profile or data entered at the time of order, correct any mismatched data and resubmit the order. If the driver doesn’t understand why this is occurring, the driver will have to contact the DMV to inquire why their record cannot be pulled electronically. |
| DRIVER IS NOT ENROLLED | NOTE: This error is related to enrolling a license into license monitoring and not ordering an on-demand MVR. | This error usually occurs when a change is made for a driver who is improperly enrolled in license monitoring. Please verify the information in the driver's profile accurately reflects the current copy of the driver’s license. If the driver profile doesn’t match the DL, unenroll the license from monitoring, correct the information, and re-enroll the license. This will submit a new enrollment request with accurate info to properly enroll the driver and return an enrollment MVR/EPN. |
| This is the result of changes being made to license info, which causes an error when enrolling the license into license monitoring. | ||
| DRIVER LICENSE IS INELIGIBLE FOR THIS SERVICE, PLEASE CONTACT DMV | Likely the license ordered cannot be provided electronically. | Contact the DMV for additional guidance on the next steps required to complete for eligibility to be restored. |
| DRIVER NOT FOUND | Generic no-hit. | Obtain a current copy of the driver’s license (DL), compare the current copy of the DL to the driver profile or data entered at the time of order, correct any mismatched data and resubmit. If the data comparison between your order and the DL match, the driver will need to contact DMV to ask how they are being reported on their “electronic record.” |
| DRIVER PREVIOUSLY ADDED | NOTE: This error is related to enrolling a license into license monitoring and not ordering an on-demand MVR. This is the result of changes being made to license info, which causes an error when enrolling the license into license monitoring. |
An enrollment request to the state is rejected because driver has been already enrolled for license monitoring. Check the person’s license monitoring status. |
| DRIVER REPORTED DECEASED | Master Record Deceased | Deceased driver error response. Obtain a current license copy, and ensure you are ordering with the correct driver data (such as Name, Suffix, DOB, etc.). If you believe this is an error with the state, please ask your driver to visit their local DMV to investigate the matter. |
| END-USER ACCESS CODE INACTIVE | State reports the requester code in inactive. | This could be due to an expired code, closed code, etc. |
| END-USER ACCESS CODE INVALID | State reports the requester code in invalid. | This could be due to an expired code, closed code, etc. |
| END-USER ACCOUNT EXPIRED | “Non-EPN” CA Requester Code has Expired (good two years from issuance) | If your CA Requester code has expired, you must apply for renewal directly with the State. You can locate an application from the California State Portal site at https://www.dmv.ca.gov/portal/file/c...-inf-1133-pdf/. If you require access immediately while waiting for the renewal to process, CA will usually provide an extension letter at your request. Please contact the General Requester Code Phone: 916-657-5564 to inquire. |
| ERROR: DUPLICATE RECORD FOUND | Any records that return with that message require a manual correction from the State. There is no definitive turnaround on the correction. The issue is internal and can only be corrected by the state’s court and/or DMV. | Any records that return with that message require a manual correction from the state. Turnaround for those corrections is 14 business days. |
| FOUND BIRTH DATE MISMATCH, NAME MISMATCH | The Hawaii report is compiled from 2 databases at the state level: the court and the driver licensing department. Per the state, if one of the databases has a name or DOB entered incorrectly at the time it was docketed, it will cause this message to display. | We have been asked to submit these licenses to the state for correction and await a response. Turnaround for those corrections is 14 business days. Turnaround for those corrections is 14 business days. If you have a HI driver experiencing this error, please send a copy of the driver’s current license to our Customer Success at for a correction request. |
| HARDENED PASSWORD REQUIRED | Password requirements are established by the Washington State Department of Information Services for all online services provided by state government agencies & comply with the Information Services Board standards. | Contact Customer Success for assistance. Provide the license # (or Control #) on the MVR, the date the MVR was ordered, and the error message for investigation. Please note that you may be required to reset your password once the investigation is complete. |
| LICENSE AND DOB DO NOT MATCH | The license was found, but the cross-reference failed on Name or DOB. | The license was found, but the cross-reference failed on DOB. Obtain a current copy of the driver’s license, compare the copy of the DL to the driver profile, correct any mismatched data and resubmit. |
| LICENSE AND NAME DO NOT MATCH | The license was found, but the cross-reference failed on Name. | The license was found, but the cross-reference failed on Name. Obtain a current copy of the driver’s license, compare the copy of the DL to the driver profile, correct any mismatched data and resubmit. |
| LICENSE AND NAME OR DOB DO NOT MATCH | The license was found, but the cross reference failed on Name or DOB. | The license was found, but the cross-reference failed on DOB/Name. Obtain a current copy of the driver’s license, compare the copy of the DL to the driver profile, correct any mismatched data and resubmit. |
| LICENSE NOT FOUND | Like driver not found; however, the State specified that the license was the culprit. | Obtain a current copy of the driver’s license, compare the current copy of the DL to the driver profile or data being entered at the time of order, correct any mismatched data and resubmit. If the data comparison between the UI and the DL match, the driver will need to contact DMV to ask how they are being reported on their “electronic record.” |
| MULTIPLE DLNS FOR SAME DRIVER | There are multiple records on the database with the same name & birth date | Obtain a current copy of the driver’s license and compare the copy of the DL to the driver's profile or data being entered when ordering a driver record; reorder with more criteria. |
| MULTIPLE RECORDS FOUND | Either a license number is in the state’s database twice, or the report was ordered by name and there were many hits. | Obtain a current copy of the driver’s license and compare the copy of the DL to the driver's profile or data being entered when ordering a driver record; reorder with more criteria. |
| NAME MISMATCH | The Hawaii report is compiled from 2 databases at the state level: the court and the driver licensing department. Per the State, if one of the databases has a name or DOB entered incorrectly at the time it was docketed, it will cause this message to display. | Samba has been asked to submit these licenses to the State for correction and await a response. Turnaround for those corrections is 14 business days. |
| NEW LICENSE FOUND | Indicates new license discovered | This could indicate that this driver is now licensed in a new state. Obtain a current copy of the driver’s license and compare the copy of the DL to the driver's profile or data being entered when ordering a driver record; reorder with more criteria. |
| NO END USER ACCESS CODE | If the state requires an end-user access code that cannot be found. | Please check the MVR for any additional error data provided by the state. It may be beyond the two-year expiry from the last issue date of the requester code. If this error is generated in California, you may need to apply for a requestor code renewal with the CA DMV. |
| NO MATCHING RECORD FOUND. CORRECT OR RESUBMIT FOR MANUAL PROCESSING | If the order does not have enough data to provide a “hit,” it is given this error; at times the report must be requested direct from State. | Please check the MVR for any additional error data provided by the State. |
| NOT CURRENT STATE OF RECORD | The driver moved. This is rare as most states keep their records for a long time and will return reports for drivers that moved. | This error is usually returned when a driver has changed states and has a newly issued license in another state. Obtain a current copy of the driver’s license, compare the copy of the DL to the driver profile, correct any mismatched data and resubmit for the correct State. |
| ORDER DOES NOT MEET STATE ORDERING REQUIREMENTS | If the order does not have enough data to be accepted by the state, it is given this error. | Please check the MVR for any additional error data provided by the State. |
| PASSWORD DOES NOT MEET STATE REQUIREMENTS | Password requirements are established by the Washington State Department of Information Services for all online services provided by state government agencies. The requirements also comply with the Information Services Board standards. | You must update the password to access our license monitoring platform and ensure it matches the system and state requirements. |
| RECORD NOT FOUND | Generic no-hit. | Obtain a current copy of the driver’s license (DL), compare the current copy of the DL to the driver profile or data entered at the time of order, correct any mismatched data and resubmit. If the data comparison between your order and the DL match, the driver will need to contact DMV to ask how they are being reported on their “electronic record.” |
| RECORD TEMPORARILY UNAVAILABLE COPY TO FOLLOW WITHIN 15 DAYS | State has the record locked for internal purposes. | Please note that an MVR will not be automatically sent to Samba’s system after 15 days. The customer should reorder. Sometimes the driver needs to contact the DMV to have the file made available again. |
| RECORD TOO BIG | This occurs when the data file is simply too large to produce electronically. | If this error occurs in Pennsylvania, the customer will need to mail in a driver's release form titled DL-503 (linked below) directly to Pennsylvania DOT. They will need to include the correct fee for the record type they are ordering and make a check or money order payable to "PennDOT." All instructions for completing DL-503 are located on page 2 of the form. https://www.dot.state.pa.us/Public/D...orm/DL-503.pdf |
| RECORD UNAVAILABLE THRU AUTOMATION MANUAL TRANSCRIPT WILL FOLLOW | The Report in question is blocked at the DMV level and could be from fraud or blocked on request from the driver. This could also be from the CA DMV, as they may be doing maintenance on the database where the report is being held. | An electronic record is unavailable. The best way to get this report is to have the driver go down to the DMV to get the report. |
| REPORT NOT AVAILABLE ELECTRONICALLY | Record deemed not available to be pulled electronically. | The driver will have to call the DMV with the provided number to inquire why their record cannot be pulled electronically. The driver can usually get the hold taken off their record for a specified amount of time or indefinitely. |
| The customer should then be able to purchase an MVR or add a driver to a list, and a valid MVR with information should return. | ||
| Due to confidentiality purposes, the DMV will not provide information regarding a person's record to anyone other than the person to whom the DLN belongs. | ||
| SYSTEM IS DOWN | Some part of either SambaSafety’s or the licensing authority’s system is not working as expected. Reorder later. | |
| ORDER DOES NOT MEET ORDERING REQUIREMENTS | [UT] Invalid orgID. Please update your orgID and try again. | Some states are “Access Controlled” and will not allow MVR ordering without approval (CA, PA, UT). Be sure you have completed the steps to gain access to the state in question. |
| ORDER DOES NOT MEET ORDERING REQUIREMENTS | [PA] PA Access Code Not Found for Order | Some states are “Access Controlled” and will not allow MVR ordering without approval (CA, NH, PA, WA). Be sure you have completed the steps to gain access to the state in question. |
| PROHIBITED STATE/PRODUCT | The customer is not configured to order this product. [CA] End User Requester Code Invalid, DMV indicated Acces is Invalid. |
Some states are “Access Controlled” and will not allow MVR ordering without approval (CA, PA, UT). Be sure you have completed the steps to gain access to the state in question. |
MVR Content / Questions / Disputes
For questions related to the results, content, and/or support of the Motor Vehicle Report itself, please contact Samba Safety: https://sambasafety.com/contact/