Frequently Asked Questions

General

Our address-change technology offers you the ability to forward your mail, update businesses with your new address, share moving announcements with friends and family, connect internet and utilities, and much more – all from one easy-to-use platform. You can do all of this for free and in minutes, saving hours!

If you like saving time and money, you’re going to like this. We’ve already pre-filled your change of address form, making it really convenient for you to file. We also let all of the businesses that you care about know that you’re moving on your behalf – this includes companies, alumni associations, charities, professional organizations and more. Gone are the days of notifying everyone over and over… and over again.

As an Updater client, you’ll also save some serious cash with exclusive access to deals and information that we’ve secured for you – everything from moving truck rental discounts to cable companies available near you.

You can drop us a line at any time – we offer 24/7 customer service. Ever tried emailing the USPS at midnight? We didn’t think so.

Identity Verification

That’s not cool. Sign in to your account and click the red banner that’s alerting you to verify your identity. Select “Resend code” when prompted. If you still don’t receive the code after that, shoot us an email at help@updater.com.

We need to verify that you are who you say you are via phone. Therefore, we’ve implemented a few security measures that affect the kinds of phone numbers we accept.

We only accept:

  • Landlines
  • Cell phones with a carrier account/service provider

We cannot accept:

  • Pre-paid cell phones
  • Google Voice numbers

Security/Privacy

Security is a hallmark priority of ours across all of our digital tools. That’s why we take every possible precaution to ensure that your personal information is safe with us. How so?

We go steps beyond the USPS to make sure that you are who you say you are before we file your change of address form

Sensitive account information is securely encrypted in our records

We don’t rent, sell, or trade your personal information. Ever. Your name and address are kept 100% confidential.

Still not convinced? Read our privacy policy.

We do not take this lightly – please email help@updater.com immediately.

No marketing companies will receive your information from or Updater. We take security very seriously and pledge to take every possible precaution to ensure that your personal information is safe.

However, if you select the maximum of 12 months of mail forwarding, the postal service will make your address available through their National Change of Address (NCOA) list. As a result, mailers and marketing firms that know your name and old address will now have access to your new address. If you don’t want this to happen, we recommend temporarily forwarding your mail for about 6 months. We can help you do this – simply choose 6 months as the length of time for mail forwarding to occur on your Change of Address Form.

Mail Forwarding

The official USPS Mail Forwarding Order instructs the postal service to forward (redirect) your mail from your old address to your new address for up to 12 months. We’ll file this form on your behalf for free. The postal service will then process your form and forward your mail.

It’s good to remember that this form only redirects your mail to your new address – it doesn’t update the businesses you care about – banks, charities, loyalty clubs, magazines, etc. – with your new address. The good news? We do. We’ll send secure notifications to the businesses you select in just minutes.

What kind of mail?
What does this include?
How long can it be forwarded?

First-Class Mail®, Priority Mail®, and ExpressMail® sent with USPS

Personal letters and business communications

Up to one year

Packages sent through USPS

Boxes and envelopes

Up to one year

Newspapers and magazines

Your subscription to Cat Fancy

Under two months; be sure to update these mailers through Updater to continue service

Standard mail and catalogs

NOT forwarded; be sure to update these mailers through Updater to continue service

We want your mail to reach your new address when you do. Mail forwarding typically takes 7 – 10 days to begin; therefore, you should file your form 2 weeks before you move. When you arrive in your new home, you may just have some mail waiting for you!

That’s up to you. You can specify how long you’d like to forward your mail for – maybe it’s temporarily for 2 months, or maybe it’s the maximum allowed time of 12 months.

If you select the maximum of 12 months of mail forwarding, the postal service will make your address available through their National Change of Address (NCOA) list. As a result, mailers and marketing firms that know your name and old address will now have access to your new address. If you don’t want this to happen, we recommend temporarily forwarding your mail for about 6 months. We can help you do this and update all of the businesses you care about with your new address.

You sure can. Simply choose the specific date you’d like your mail to be forwarded until and the postal service will end mail forwarding at that time.

It typically takes the USPS 7-10 days to process your mail forwarding request. While you wait, you can take the opportunity to update all of the important businesses that need your new address.

Of course – sharing is caring, right? We’ll create a customized digital moving announcement for you to share with friends and family. Go to town and post it on your blog and social networks, or email privately to loves ones. The world is your oyster.

This is a tricky one...

Individual: You only want to forward your own mail. Or, you want to forward mail for multiple people in one home, but with different last names. You will need to file a separate form for each person.

Family: You want to forward mail for everyone in your home with your last name.

Business: You are authorized to forward mail on behalf of your business.

We need to verify that you are who you say you are via phone. Therefore, we’ve implemented a few security measures that affect the kinds of phone numbers we accept.

We only accept:

  • Landlines
  • Cell phones with a carrier account/service provider

We cannot accept:

  • Pre-paid cell phones
  • Google Voice numbers

You’ve got mail! If mail at your new address has a yellow label on the envelope, it’s been forwarded.

This also means that the sender doesn’t know your new address yet. Log in and send the sender a notification in under 30 seconds.

You’ll receive a transmission from the mothership. Just kidding.

You’ll receive a few notifications along the way:

  • A receipt from us verifying that we filed your change of address form with the postal service. If you don’t receive a receipt within 24 hours, give us a shout at help@updater.com.
  • If you’re still living at your old address, the postal service will mail you a move validation latter. If you’ve moved already, this letter won’t be sent.
  • If you’ve moved already, you’ll receive a confirmation letter at your new address within 7 – 10 business days. Keep this for your records because it can be used as proof of your move. You’ll need this if you want to change your mail forwarding request later.

Bummer. Let’s fix this:

  • Confirm that you’ve given the postal service at least 10 days to begin forwarding your mail.
  • If it’s been longer than 10 days, email us at help@updater.com and we’ll try to figure out what happened.
  • If we notify you that it’s a postal service issue, you’ll have to contact your local post office at your old address. But, let’s cross that bridge when we get there.

There are a few reasons to file an additional form, see below which applies to you:

  • Have others moving with you? Or need to file under an additional last name? No problem. Log in to your account and click “File Another Form.”
  • Moving again? Easy. Log in to your account and click “File a New Move.”

Sure! However, the individual has to have given you consent to be their authorized agent. Also you will have to input their phone into the workflow and have them give you the code they receive.

In order to receive mail on behalf of a deceased person, you must contact the post office nearest the deceased person’s address and have two things handy:

  • Legal written authorization. This may include an Executor.
  • Change of address form filled out on the deceased’s behalf

Updating Accounts

You know all those people and companies that send you mail? You need to let them know you’ve moved. The postal service merely redirects your mail, but we’ll notify the businesses and accounts you care about on your behalf.

You tell us who to notify. Consider us your authorized agent – we’ll submit change of address notifications to any businesses you select on your behalf. Magazines, schools, charities, loyalty clubs, and more.

We’ll search our partner databases for your name and old address. When we find a match, you can decide whether or not to give this business your new address.

You can login at your convenience to check the status of your updates.

If the status for Cat Fancy reads “Sent,” you can be sure that Cat Fancy was notified successfully. Meow.

Just a reminder – even though we successfully notified Cat Fancy, we can’t guarantee that they properly updated their records.

There are a few reasons why this may happen:

  • Are you sure the name and old address we have on file for you matches what the business has on file? It’s a good idea to double check!
  • Some mailers require an “identifier” to locate your records and process your change of address. If you don’t properly fill in the required identifier, the business may have trouble locating your records.
  • The business simply hasn’t updated their records yet.
  • You didn’t verify your identity – we can only update your accounts if we know that you are who you say you are.

Tech Support

Sure! Email help@updater.com with the changes you’d like to make.

It happens to the best of us. You’ll want to login and check the status of your form. If the status reads: pending, please email help@updater.com with the correction and it will be fixed in no time. If the status reads: filed, your form has already been filed with the USPS. You’ll want to file another form or contact help@updater.com.

Error
What do I do now?

“This address wasn’t found in the USPS database.”

Double check that you entered your address correctly.

If you’re sure it’s right, click “Keep as entered.” We can still process your form even though we couldn’t find your address.

“Please enter a valid email address.”

Double check that you entered your email address correctly (it happens to the best of us).

“An account with that email already exists, please sign in.”

Whoops! You’ve already created an Updater account in the past. Sign in to your account to file a new form.

Can’t remember your password? No worries. Reset your password now.

Think we’re crazy and you’re sure you never created an Updater account? Let us know by emailing help@updater.com.

“Sorry, we cannot verify your identity via a VoIP or pre-paid cellular phone.”

We can only verify your identity via landline or a post-paid cell phone, meaning you have a carrier account. Sorry, but we can’t accept pre-paid cell phones or Google Voice numbers.

“Sorry, that doesn’t match the pin we provided. Please check your entry and try again.”

Double check the pin number we gave you via text or phone call and reenter.

If you haven’t received the code or forgot it, click “Resend code” to have another code sent.