I’M HAVING TROUBLE WITH THE MAPPING SECTION, THE BLUE AREA DOES NOT COVER MY ADDRESS, OR THE AREA MAPPED IS TOO LARGE. HOW CAN I GO ABOUT FIXING THIS?

Unfortunately Exactix Home does not always find addresses in the correct area on the map, or it finds an address range for the property that goes over the 811 Exactix Home mapping limits. At the bottom of the form there is a question asking “Does the exact location of the dig site that you provided fall within the blue shaded area on the map?” If the mapped area is not correct, or is too large, please choose “NO” and select the option for “Incomplete & Call”. Then call the 811 Call Center at (800) 752-6007. Select option 2, and a Customer Support Representative will be happy to assist you with processing your request.  

I’M TRYING TO CREATE A TICKET ON MY EXACTIX HOME ACCOUNT, BUT THE SYSTEM SAYS IT CANNOT FIND MY ADDRESS. WHAT CAN I DO ABOUT THIS?

Options should auto populate in a drop down when entering your address if the system finds it. However, not all addresses are in the Exactix system. If this occurs, first try:  

  • Making sure you have the correct county and township listed on the ticket.
  • Typing in ST for ‘Street’ or RD for ‘Road’, etc. and see if the system recognizes your address that way as the Exactix system will abbreviate the address suffix.
  • Entering County Roads as ‘CO RT’ with directionals being abbreviated. 
    • For example: N CO RT 400 E
  • Skipping the periods after directionals, as they are not required in the system.
    • Incorrect: N. CO RT 400 E.
    • Correct: N CO RT 400 E

If after trying these options your address is still not found in the system, and/or is not showing up on the map, choose “No” for the question asking “Does the exact location of the dig site that you provided fall within the blue shaded area on the map?” Then select “Incomplete & Save”. Contact the 811 Call Center at (800) 752-6007, select option 2, and a Customer Support Representative will be happy to assist you with completing your request.

I’M ATTEMPTING TO CREATE AN EXACTIX HOME ACCOUNT. IT SAYS I SHOULD RECEIVE A VALIDATION CODE TO MY EMAIL, BUT I HAVE NOT RECEIVED ANYTHING YET. WHAT SHOULD I DO ABOUT THIS?

Please be sure to check your spam and junk folders as it may automatically filter here. Please note, sometimes work and school emails will not allow outside emails to be sent through. If you have an IT department, and you attempt to have the code resent but it still does not come through to a work or school email, please check with your IT department to make sure they are not flagging Exactix emails as spam. The email will come from tickets@kentucky811.org.

I AM TRYING TO REGISTER AN EXACTIX HOME ACCOUNT BUT I AM EXPERIENCING ISSUES. WHY AM I UNABLE TO REGISTER?

Please make sure you are not using a shared email. If there is another error the system is giving you when setting up your Exactix account contact the 811 Web Department at (317) 893-1464 or webtraining@usa811.org.

I REGISTERED ONLINE AND I PUT IN MY ADDRESS, HOW DO I KNOW MY TICKET IS COMPLETE?

After entering all required information into the form and submitting the ticket, a pop up will appear with your 10 digit ticket confirmation number. This is how you will know the ticket was successfully sent through. If you do not receive this confirmation pop up, the ticket has not been submitted for the utilities to respond to. The first two digits are the year, the second two are the month, then two digits for the date. The last four numbers denote the number of tickets created at that moment of the day. So, if my ticket number were 2203130182, this means my ticket was the 182nd ticket created on March 13th, 2022.

If you did not receive this confirmation number, you may have registered your account, but not completed a ticket. When logged into your Exactix account, you want to make sure to select Tickets from the left side menu, and then New from the top right of the ticket dashboard. This will open up the ticket form to be able to enter the dig site information for the request. When a ticket is completed, one of the steps is to check boxes to let the Member Utilities know where on the property address the digging will take place.

I AM TRYING TO CREATE A TICKET, BUT FOR SOME REASON IT IS NOT WORKING. WHAT ELSE DO I NEED TO KNOW?

There are a number of reasons you could be having trouble. Are you trying to enter a ticket using a mobile phone? Or are you using Internet Explorer as your web browser? Unfortunately Exactix does not support Internet Explorer or Mobile Phone browsers. You will need to enter your ticket on a computer or a tablet, using a browser such as Google Chrome, Firefox, Microsoft Edge or Safari. If you are already attempting to enter a ticket on an approved browser on a computer or tablet, feel free to contact us at WebTraining@usa811.org or by phone at (317) 893-1464. If you are getting an error message that you do not understand, you may send us a screenshot of the message and we can look into the issue. Or, you can also contact the One Call Center by dialing 811 or (800) 752-6007 and a Customer Support Representative can assist you in creating a ticket.

I AM A PROFESSIONAL EXCAVATOR AND I HAVE AN EXACTIX HOME ACCOUNT. HOWEVER, MY DIG SITE LOCATIONS ARE NOT ALWAYS ON SINGLE ADDRESS PROPERTIES. IS THERE A WAY FOR ME TO ENTER DIFFERENT TYPES OF TICKETS?

At 811 we also offer an Exactix Pro account. This is an account type for professional excavators, which will allow you more freedom in entering your tickets. You are able to enter any kind of a normal notice ticket. This means you can enter locate requests for single addresses, multiple addresses, roadways, rights of way, easements, fields, intersections, and more. You also have the ability to redraw your dig site on the map, and you can Remark, Extend, or Copy tickets created or called in by yourself or others in your company. If you are interested in this type of account please fill out an application. If you have any additional questions, please contact the Web Training Department at (317) 893-1464 or WebTraining@usa811.org.

THIS FAQ HAS BEEN HELPFUL, BUT I STILL HAVE QUESTIONS. WHO MAY I CONTACT?

You can always contact the Web Training Department by email at WebTraining@usa811.org, or by phone at (317) 893-1464 if you have any questions. We are always happy to help!