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FAQs

How do I create a Login.gov/ID.me account?

Review the EHBs Login Process Wiki Help page for step-by-step instructions.

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

You will need to reset your password through the Login.gov or ID.me site. Select the Forgot Password option on the login page and follow the instructions to reset your password.

For additional assistance, visit the Trouble Signing In help pages:

I’m experiencing issues with my Login.gov/ID.me 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/.

For all issues pertaining to your ID.me account and/or credentials, contact the ID.me Contact Center by submitting a request on their site: https://help.id.me/hc/en-us/p/contact_support.

My Login.gov/ID.me 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/.

For all issues pertaining to your ID.me account and/or credentials, contact the ID.me Contact Center by submitting a request on their site: https://help.id.me/hc/en-us/p/contact_support.

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

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/

Update your ID.me account information through the MyAccount Overview page. For assistance, visit the Manage your account help page: https://help.id.me/hc/en-us/articles/360025873153-Managing-your-ID-me-account-settings

Can I have more than one Login.gov account?

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

Can I have more than one ID.me account?

No, you can only have one ID.me account. For more information, see Scenario 5 in the Account Setup Scenarios below.

What is the difference between Login.gov/ID.me 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 and ID.me as Credential Service Providers.

Login.gov and ID.me manage the primary authentication credentials, identity verification and two-factor authentication.

What if I do not have a cell phone?

You can select a different identity verification and authentication method that does not involve a cell phone/text message when creating your Login.gov/ID.me account.

For additional information, visit: 

What if I do not have a US cell phone?

Login.gov and ID.me support non-US numbers.

For additional information, visit:

Will Login.gov/ID.me 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/ID.me 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

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

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

To create a Login.gov/ID.me account refer to steps on the EHBs Login Process Wiki Help page.

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

To create a Login.gov/ID.me account refer to steps on the EHBs Login Process Wiki Help. Be sure to use the same email address in Login.gov/ID.me and the EHBs. 

Scenario 3: I have a Login.gov/ID.me 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/ID.me and the EHBs.

Scenario 4: 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/ID.me 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/ID.me to access the EHBs.

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

Add your EHBs email address as a work email address in your existing ID.me account. If you do this, be sure to use the work email address (the one matching the EHBs email address) when you are prompted to enter an email address and password for ID.me to access the EHBs.