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FAQs

How do I create a Login.gov account?

Review the Login.gov Account Wiki Help page for step-by-step instructions.

I forgot my Login.gov password, how do I reset the password?

You will need to reset your password through the Login.gov site. Select the Forgot Password option on the login page of Login.gov and follow the instructions to reset your password. For additional assistance, visit the Trouble Signing In help page: https://login.gov/help/trouble-signing-in/overview/.

I’m experiencing issues with my Login.gov credentials, who do I contact?

For all issues pertaining to your Login.gov account and/or credentials, contact the Login.gov Contact Center by submitting a request on their site: https://login.gov/contact/.

My Login.gov account is inactivated, how do I reactivate it?

For all issues pertaining to your Login.gov account and/or credentials, contact the Login.gov Contact Center by submitting a request on their site: https://login.gov/contact/.

How do I update my account information in Login.gov?

Update your Login.gov account information through the Your Account page. For assistance, visit the Manage your account help page: https://login.gov/help/manage-your-account/overview/

Can I have more than one Login.gov account?

Yes, you can create a separate Login.gov account for different email addresses. 

What is the difference between Login.gov and XMS?

XMS (External User Management System) is an access management solution for a set of Credential Service Providers (CSPs). HRSA’s EHBs has chosen Login.gov as the Credential Service Provider.

Login.gov manages the primary authentication credentials and two-factor authentication.

What if I do not have a cell phone?

You can select a different authentication method that does not involve a cell phone/text message when creating your Login.gov account. For additional information, visit: https://www.login.gov/help/get-started/authentication-options/.

What if I do not have a US cell phone?

Login.gov also supports non-US numbers. For additional information on international phone numbers, visit the international phone number support section in Login.gov: https://www.login.gov/help/manage-your-account/international-phone-support/.

Will Login.gov automatically log me out of the EHBs after a certain amount of time? 

If you are inactive in the EHBs for more than 30 minutes, you will be automatically logged out. 

What do I do when I receive an XMS error that an XMS account already exists for my email address?

XMS does not allow the same email address for two profiles. Follow the prompts on the screen to link the Login.gov profile with your existing XMS profile. Refer to XMS Help guide: Help Pages (hhs.gov) for assistance.

I received an email that my XMS account will be deactivated, how do I activate the account?

To keep your account active, log into the EHBs before the deactivation date. If the account is deactivated, follow the prompts in the deactivation email and refer to the XMS help page for assistance: How to Reactivate an Inactive Account (hhs.gov)

Note: Please log into the EHBs at least every 60 days to keep your account active.

I received an email that my XMS account was terminated, what do I do?

If your XMS account is inactive for 13 months, the account is terminated. When you log into the EHBs for the first time after XMS account termination, a new XMS account is automatically created and you will be prompted to sign the annual agreement with XMS.

My EHBs account is disabled, what do I do?

If you have not logged into your EHBs account for 18 months, your account will be disabled. To activate the EHBs account, contact the HRSA Help Desk: 877-464-4772.

Is there a preferred authentication method for Login.gov?

You can choose any of the authentication methods. We recommend the Phone/Text or Authenticator Application options. We discourage the PIV card option due to instances of network issues. 

Account Setup Scenarios

Note

There is no change to the EHBs login process at this time. Create or verify your Login.gov account before May 25, 2023 to be prepared for the new EHBs login process. 

Scenario 1: I do not have an EHBs account or Login.gov account

To create an EHBs account refer to the Registration and User Account FAQs Wiki Help page. 

Note: This process will change on May 26, 2023.

To create a Login.gov account refer to steps on the Login.gov Account Wiki Help page.

Scenario 2: I have an EHBs account, but do not have a Login.gov account

To create a Login.gov account refer to steps on the Login.gov Account Wiki Help page. Be sure to use the same email address in Login.gov and the EHBs. 

Scenario 3: I have a Login.gov account, but do not have an EHBs account

To create an EHBs account refer to the Registration and User Account FAQs Wiki Help page. Be sure to use the same email address in Login.gov and the EHBs.

Note: This process will change on May 26, 2023.

Scenario 4: I have both an EHBs and Login.gov account, using the same email address

There is no action needed at this time. Continue using your username and password to login to the EHBs through May 25, 2023.

Additional information about the new EHBs login steps will be provided throughout May.

Scenario 5: I have both an EHBs and Login.gov account, but the email addresses are different

You have two options:

  • Option 1: Create a new Login.gov account with the same email address used to access your EHBs account. For additional details, review the Creating a Login.gov Account section on the Login.gov Account Wiki Help page.
  • Option 2: Add your EHBs email address as a secondary email address in your existing Login.gov account. If you do this, be sure to use the secondary email address (the one matching the EHBs email address) when you are prompted to enter an email address and password for Login.gov to access the EHBs.