You can log into your account 24/7 through the My Account link at the top right of this page. Once you log in, you’ll see your case’s complete list of annotations/comments detailing when we received your Request Form, when your Request Form is assigned to a researcher, the researcher’s name and location, and any reassignment – in general, a step-by-step listing of the progress we’ve made on your case. Whenever we add an annotation or comment to your case, we’ll also send you an email update with that annotation/comment.
Status Definitions
Preparing – You have set up your account, but we have not yet received payment.
Pending – You have set up your account and made payment, but we have not yet received your Request Form. (The Request Form is your signed authorization and is required by the Privacy Act in order for us to be permitted to access your records in-person.)
Deficiency – Your case requires additional information. You’ll receive an email of what is needed. Once we receive the required information, your case will be reset to Processing status.
Processing – Your case has been assigned to a researcher and submitted to the appropriate Record’s facility(ies).
Delivered – Your record is immediately available for download and has been shipped. Your shipping details are also provided so that you can one-click and track your hardcopy shipment.
More Help!
You may still have questions as a result of problems with your particular case. Remember, all cases are unique. Military record keeping is not always consistent, and not always thorough. If you have issues not addressed in your case’s annotations or answered within our FAQ, or you have a comment or concern about your general experience with Touchstone – we are always striving to improve – please open a Support Ticket from the above menu. Please give us 48 hours to respond so that we may review your case, make the appropriate inquiries, and provide a hopefully thoughtful and thorough response.
