To help you better serve your users, we have put together a comprehensive list of resources & answers to frequently asked questions about Login.gov. Please direct users with questions to the below links as it relates to their request. If you have any questions, please reach out to partners@login.gov.
| Question | Login.gov Response |
| “How do I create a Login.gov account?” | To create a Login.gov account, please visit click here. To verify your identity, please visit this page. |
| “How do I sign in or use my existing Login.gov account to sign in?” |
1. Go to the agency-specific link to sign on 2. Click “Sign In” 3. On the sign in page, click the Login.gov logo 4. Enter your email address & password 5. Click “Sign In” 6. Authenticate using one of the methods you previously chose 7. Click “Agree & Continue” |
| “How do I change my phone number, email address, or authentication method?” |
Please visit one of the below: Change your password Change your email address Change your phone number Change your authentication method |
| “I’ve forgotten my Login.gov password.” | Please visit this link: Forgot your password |
| “I don’t remember if I created a Login.gov account. Can you check for me?” | Login.gov Contact Center agents cannot verify whether an account exists, and directs users to the “Forgot Password” option. If an account exists, the user receives a “Reset Your Password” email. If an account does not exist, the user receives a “no account exists” email. |
| “I’m having issues with face or touch unlock.” | Please visit this link: Face or touch unlock |
| “Login.gov is asking me to reactivate my account after I changed my password.” |
This scenario means that the user had previously verified their identity and changed their password, but didn’t have the personal key provided to them by Login.gov after identity verification. To reactivate their identity verified account, they’ll either need to enter their personal key (if they can find the personal key) or reverify their identity (if they cannot find the personal key). Please direct them to this link: Forgot your personal key |
| “I’m having issues signing in and my authentication method doesn’t work.” |
Please visit this link: Issues with authentication methods |
| “I’m having issues verifying my identity.” | Depending on the specific issue, please direct them to one of these links: Accepted identification documents How to add images of your driver’s license or state ID card Verify your phone number Verify your address by mail (if applicable) Verify your identity in person |
| “I’ve been told I need to delete my account because I can’t remember my password or don’t have access to my MFA methods.” |
Please visit this link: Delete your Login.gov account |