• Have questions? We made the most frequently asked questions and answers available to you.

    Have a question that's not on our FAQ page? Call us at 888-542-5554 or email us at support@trackmyfile.com and we'll be happy to answer all your questions.

     
    Billing FAQs:

    How does the transaction file quota work?
    There is no transaction or file quota. Both the regular and premium subscriptions include unlimited transactions.
     
    What is a File Originator/Administrator?
    A file originator is anyone who has open file rights within your account. An Office administrator is anyone that has administrative rights within your account. Am I charged based upon the number of agents in my company? Only if you give the Agents/Team members open file rights, otherwise no. You may enter as many regular users to your account as you need to.
     
    How does monthly billing work?
    Your account is billed only once each month on the day of your billing cycle for the service level of your choice for the number of file originators/administrators. If you cancel your account, no further charges will incur on your account. There are no refunds for past charges.
     
    How many Files/Transactions can be stored?
    File storage is available only at the Premium subscription level. There is no limit to the number of files/ transactions that can be stored in the system. The Regular subscription does not include file/transaction storage.
     
    How long are transactions saved?
    Archived Transactions are stored as long as your account is active. (File storage/archiving available only with the premium subscription)
     
    Is there a storage limit? How many GB’s?
    There is no storage size limit on your account.
     
    You will only be charged once every 30 days.
     
    Need to cancel your account?
    We'll be sorry to see you go. Once your account is cancelled, all your transactions and other data will be permanently deleted. We'll be sorry to see you go. Before you cancel your account, be sure to download the archived files as we will be deleting your account info within 5 days of cancellation.

    You won't be charged again but you are responsible for any charges already incurred. To cancel your account, please send an email to support@trackmyfile.com
     
    What is the refund policy?
    Charges are non-refundable, but once you cancel you will never be charged again. We don’t have long-term contracts, lock-in, sign-up fees or termination fees. Just pay as you go and cancel when you’re done. Please see the refund policy for further details.

    Once you cancel you won’t be charged again, but you are responsible for whatever charges have already been incurred for the current billing period. For example, if your billing cycle is on the 3rd of every month, and you cancel on the 7th, you’ll still have to pay for the current month, but you won’t be charged again after that. In order to treat everyone equally, no exceptions will be made.
     
    Canceling your account
    You can cancel your account at any time by logging into your account and selecting the “Support” tab, click the Send a Message to Support Option and type in “Please cancel my account” in the subject line.

    All requests to cancel an account via email must be sent 5 days in advance of your recurring charge to allow staff ample time to process your request. No pro-rated or partial refunds will be given. In order to treat everyone equally, no exceptions will be made.

    Product FAQs:

    Why should I transact on the Web?
    By defining your internal processes and committing to transacting on the Web, you will cut your overhead costs, save time and allow multiple parties involved in a real estate transaction instant access to critical file details. By centralizing information such as the contingency tracking, communications, participants and documents, invited file participants have instant access to the vital transaction details that you allow, when they need it from where ever they are. The geographic boundaries and time constraints of the traditional transaction processes are eliminated. You share instant and comprehensive information with those who need it. Work when you need to from wherever you are.
     
    What are the benefits for me?
      - Standardized company and file workflow “checklists and events lists”
      - Real-time transaction status anywhere, anytime
      - Instant communication between all parties
      - Immediate access to documents and delivery of documents to designated parties
      - Automatic email notifications whenever a status item changes or a document arrives
      - Non-editable document storage and retrieval
      - Detailed management reports: per agent production, company dollar contribution, order tracking
      - Long-term archiving of transaction files and related documents
      - Comfort, freedom and the knowledge that your valuable information is secure
     
    How secure is your web website?
    Extremely secure. Not only do we use 128 bit encryption but our users must provide a secure user name and password to enter the site. We have a SSL (secure socket layer) certificate issued by Verisign. We have multiple redundant, mirrored Legato servers housed at SBC Communications. For additional information please see our Statement of Security under the 'Technology' section.
     
    How is TMF priced?
    We understand that you can not always predict the volume of business you will be conducting from one month to the next that is why we have established a flexible payment option based upon closed transactions.
     
    What sets TrackMyFile apart from other products?
    TrackMyFile is reasonably priced, easy to use and it has been designed to be intuitive for its users. There are no upfront set up or training fees. The staff at TrackMyFile prides themselves on providing superior customer service and a quality product.
     
    What integrations does TMF support?
    TrackMyFile currently supports integrations with a number of applications including Forms Software, Back Office software and select settlement solutions. Call us for additional information.
     
    Do you sell your subscriber lists?
    Absolutely not. We have a privacy policy that describes how we use the information we collect from our users. To view our privacy policy please click here
     
    What type of training do you provide for your clients?
    We provide a variety of training options including onsite and Web based training. The method of connection that a user has with Escrowdesk will determine the type of training that is required. We offer training via an online, interactive tool, that allows us to work directly with our clients.
     
    What are your support hours? What are your emergency hours?
    Support Hours: from 9:00 a.m. PST to 6:00 p.m. PST.
    Emergency Hours: 24x7, 365
     
    How can I see a real-time demo?
    It's simple! Call our sales director at (888) 542-5554, or email us at sales@trackmyfile.com and we'll schedule a demonstration for you and your team.
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    Your FREE Trial includes:
    Unlimited transactions, online training, customizable checklists and document uploads, communication records and a dashboard overview.
     
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    Online Transaction Management