Licenses - Frequently Asked Questions

How can I tell if I was in Training Mode when I sold a license?
The dealer receipt will have "Training Mode" across the top and the license will show "Training" on each of the tags. This license will not appear on your daily sales report.

What if two customer names print on a dealer receipt and I only sold to one of them?
When retrieving a customer from the database, the system retains the customer's information until you cancel the transaction. If you retrieve a customer, don't perform a sale, retrieve a second customer and perform a sale, the dealer receipt will list both customers but will only reflect the document sold to the second customer.

What happens when I replace a license?
As soon as you complete a replacement on a document, the original is canceled. You cannot restore privileges on the original once it has been replaced.

What happens after three reprints?
If the license printer is misprinting licenses, please be sure to answer "no" to the question asked if the license printed correctly. Once you answer no for the third time, a dealer receipt will print out showing the voided sale. Please be sure to mail in all voided licenses to TPWD within 45 days to avoid being charged.

Should I mail in my dealer receipt with the voided license?
No. The dealer receipt is for your records. Per the agent agreement, you must keep these for three (3) years. If a license does not print out, the License Agent needs to provide written documentation stating the license did not print referencing the store Agent ID number and the document number, TLC number, or transaction number as a substitute for the returnable document/void.

Can I see what documents need to be mailed to TPWD to avoid getting charged?
Yes. The Outstanding Documents report shows what documents need to be mailed to TPWD within 45 days of the void date. To access this report, click on "Reports" from the main menu, click on "Outstanding Documents" from the reports menu and enter a date. If you have any questions about this report, please call the TPWD License Section at 1-800-792-1112.

Can I go back and see a prior day daily sales report or account notice?
Yes. You can reprint these at any time. From the main menu, click on "Reports" and select eitheir your Daily Sales Report or Past Account Notice and enter the date.

What do I do if I have a discrepancy on my Account Notice?
Call the TPWD License Section at 1-800-792-1112.

Can customers purchase licenses over the phone?
Yes. Call 1-800-895-4248 (menu 1). Hours: 8:00 a.m.- 5:00 p.m. (Mon -Fri).

How long do we have to void a license?
48 hours. No refunds are available after 48 hours.

What can I do if the customer and their holdings are not located after swiping their driver's license?
Search for the customer by using their name and date of birth; search for the customer by using their name and social security number; search for the customer by using their TLC (customer #).

Can I update a customer's name?
Yes. You should always verify that the customer name and address information is current.

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