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User support overview

  • Updated
 

Overview

Login.gov provides comprehensive user support via online help center, live agent phone support, and email. The Login.gov Contact Center is available 24x7x365 and offers support in multiple languages. This article covers how users get support, Contact Center capabilities and limitations, performance standards, and how partners can work with the Login.gov support team.

Support Channels

Users can get help through three channels:

  1. Help Center — Self-service articles at login.gov/help covering account creation, signing in, managing accounts, and identity verification. Available in English, Spanish, French, and Simplified Chinese and linked in the footer every page. 
  2. Contact form — Users can submit a help desk ticket at login.gov/contact. Users enter a topic, issue, partner agency, email address, and a description of the problem. Login.gov agents monitor the submissions and will respond to the email address the user provided. Contact form support is available in English, Spanish, and French, and Simplified Chinese. 
  3. Phone — U.S.-based agents are available 24 hours a day, 7 days a week, 365 days a year. English and Spanish-speaking agents are available directly. French and Chinese (Mandarin) support is available via interpreters. Users are offered the option to listen to automated recorded messages via the Interactive Voice Response (IVR) in English.

Less than 1% of Login.gov active users reach out to the Contact Center for help. 55% of cases come via  phone, 45% come via  the contact form. 

What the Contact Center Can Help With

Common account and sign-in issues

Login.gov Contact Center agents assist users with common account and sign-in issues. Agents follow standard operating procedures and are well trained to maintain quality.

To protect user privacy, agents cannot view a user’s personally identifiable information (PII). This limits the types of inquiries agents  can fully resolve.

Redirect user inquiries

When a user reaches out to Login.gov asking about agency application services or application workflow, Login.gov agents will  redirect the user back to the agency as follows:

  • Phone: Handled by agency specific knowledge articles / phone scripts
  • Email: Handled by agency specific email templates

Issue escalation process

If there are significant issues or trends involving your integration, Login.gov Contact Center agents will escalate those issues.

What the Contact Center Cannot Do

Account Actions

The Login.gov Contact Center cannot:

  • Look up individual user accounts
  • Reset, create, or delete user accounts
  • Verify that an account has been created or deleted
  • Make changes to accounts (email, phone number, etc.)
  • Shorten or waive the 24-hour cooling-off period for account deletion
  • Shorten or waive the 6-hour lockout during identity verification

Account Linking

If a user can sign in to Login.gov but cannot access a partner application, the Contact Center refers the user to the partner agency. The Contact Center cannot generate or change account linking codes required by partner agencies.

Agency Application Support

The Contact Center does not answer questions about partner agency applications, procedures, or navigation once a user is signed in.

IMPORTANT: Do not publish the Login.gov Contact Center phone number

Per your agreement with Login.gov, agencies are not permitted to publish the Login.gov Contact Center number directly. You may, however, link to the contact Login.gov page at login.gov/contact where users will find the support phone number.

Contact Center staffing is based on a known mix of users who reach the contact page and find answers through one of three paths: help center articles, submitting a ticket, or calling. When partners publish the phone number directly, 100% of those users call, causing volume surges that exceed staffing models. 

Resources for your contact center

A key part of a successful Login integration and launch is ensuring that your own support agents are equipped with the right information and escalation pathways, such as: 

Service Availability

The Login.gov Contact Center scales based on launch information provided by our partners. Uptime metrics for Login.gov’s single sign-on, identity proofing, and customer support services are available at status.login.gov.

Multi-lingual support specifics

Language specific links and information about for our Contact Center:

Customer support line languages

  • English: 100% of our agents speak English
  • Spanish: Approximately 25% of agents speak Spanish, plus more through language service if no agents are available
  • French: Available through language service
  • Mandarin Chinese: Available through language service

Contact form

Help Center

Email Management for Partner Agencies

Login.gov’s email management feature lets users choose which email address to share with each partner agency. Users can update their email preference:

  1. When signing in to a new partner agency for the first time
  2. During the consent screen after identity verification
  3. Anytime, from the “Your connected accounts” page in their Login.gov account

Future Capabilities

Login is constantly evaluating capabilities to improve our user support, which we outline on our public roadmap.