OPM.gov / Retirement / faq / Services Online and Login.gov

# Services Online and Login.gov

Questions and Answers regarding the Services Online implementation of multi-factor authentication using Login.gov.

## Questions and answers

###                                             Why is Services Online using Login.gov?                                        

OPM is making these changes to deploy enhanced security protections to protect your Services Online account. Login.gov is an extra layer of security created by the government that uses *multi-factor authentication* and stronger passwords to protect your account. Other government agencies, such as the Small Business Administration and the Social Security Administration, already use login.gov to provide secure access to their government services.

###                                             What will happen to my Services Online account?                                        

Nothing will happen to the information stored in your Services Online account. You'll still be able to accomplish everything you can do today. Once you set up a Login.gov account, you will continue to visit https://servicesonline.opm.gov to access your account. but you will be prompted use your Login.gov email address, password, and your multifactor authentication token to sign in. The only change is that you will no longer use your old Services Online claim number and password to sign in.

###                                             What do I need to create a Login.gov account?                                        

You will need a valid email address. This is the email address that will be associated with your Login.gov account. Services Online also has an email address that is associated with your retirement account. These may be the same email address or different depending on your preference. However, please note that OPM will use the email account associated with your Services Online account to send you emails about retirement related information.

**Visit**Create your account

###                                             If I already have a Login.gov account, do I need to create a new one?                                        

No. If you have a Login.gov account, for example to access a different government system, you can log in using your existing login.gov account to begin Services Online registration. **Note**that the email address associated with your Services Online account will also be the email address that OPM will used to notify you about your Services Online account.

**Visit**Manage your Login.gov account

###                                             What are the steps for setting up a Login.gov account and linking it to Services Online?                                         

Visit Step-by-Step Login.gov Linking Guide for a detailed instruction guide. 

###                                             After reading the instruction guide, what if I still need assistance with setting up a Login.gov account and linking it to Services Online?                                         

Visit Manage your Login.gov account for Login.gov support.

Visit Retirement Services Support Center for Services Online and go to the Contact Us section on the page

###                                             What if I successfully set up a Login.gov account, but then I am not able to link it to my Services Online account?                                         

We suggest that you first try and reset your Services Online password by using the Forget Password link on the Services Online link page. If successful, you will receive an email to reset your password. Once reset, start the Login.gov process and continue to the Services Online Link page to link the account.

###                                             What is multi-factor authentication?                                        

Multi-factor authentication (sometimes referred to as "two-factor authentication") adds an additional layer of security to your account by requiring another piece of information along with your username and password to log in.

Authentication factors come in different forms, and you will be able to choose the form of authentication that works best for you. Examples of options you may be familiar with include receiving a short code via a text message or a phone call. If you would prefer to use other forms of authentication, login.gov provides various options.

The benefit of adding an additional layer of security is that, if your username and password were compromised by someone attempting to steal your identity, they would not be able to access your Services Online account without the second factor used to authenticate who you are.

###                                             What is the best security authentication option to use for Login.gov?                                         

VisitAuthentication options | Login.gov for more information on this topic.

###                                             Why do I need to receive a security code?                                        

Login.gov uses two-factor authentication to confirm that only you are accessing your Services Online account. To do this, you will need to provide a way for login.gov to send you a one-time security code. This can be done over SMS (text message), a recorded phone message, or using an authorization application. Backup codes are also available but should only be used if you have no other options, as they can only be used a limited number of times.

**Visit**Why do I need a security code

###                                             I have forgotten my Login.gov password, What should I do?                                         

Visit Forgot your password for step-by-step instructions for resetting your Login.gov password.

###                                             What should I do if I am having problems creating or logging into my Login.gov account?                                        

Visit Trouble signing in? for assistance with your Login.gov account.

###                                             I want to change my Login.gov authentication method.                                         

To change your authentication method, access your login.gov account and review the authentication methods offered.  Please note if you have lost access to your authentication method, then you must delete your login.gov account and start with a new registration.  For your security, there is a 24-hour waiting period before you can re-register.

Visit Add or change your authentication method

Visit Delete your account

###                                             Can I use an international phone number as a two-factor authentication method to receive SMS (text messaging) and/or phone calls?                                        

Yes. You can use an international phone number to receive SMS and/or phone calls when setting up your authentication method. Please refer to Login.gov's International phone number support page to see if Login.gov supports SMS and/or phone calls for your country.

###                                             When I try to create a Login.gov account, I receive a message that the email address I am using is already registered.  What should I do?                                        

If you receive a message that the email address you are entering when you are registering a new Login.gov account is already registered, this simply means that you have previously created a Login.gov account and have since forgotten that you have one. If you cannot remember your password, review the forgotten password item in this FAQ section.

**Visit**Forgot your password

###                                             I requested a new Services Online password using the Forgot password link for Services Online and received an email indicating that I need to contact the Call Center.                                         

This email indicates that your Services Online account may not be active. Please contact the Call Center and carefully listen to the prompts for assistance.

###                                             My spouse and I are both retirees and share an email address.  How do I now manage multiple Services Online retirement accounts with login.gov?                                        

If you need to manage multiple Services Online accounts, you will need to create multiple login.gov accounts, and each login.gov account will require the use of a unique email address. For assistance in creating multiple email accounts, please use an internet search engine for instructions. You can continue to use one email address for receiving correspondence from OPM. 

###                                             What should I do if I would prefer to maintain one email address despite needing two Login.gov accounts?                                        

The first method to consider is adding a forwarding rule to a newly created email address that automatically forwards all emails to your primary email address. This new email address is known as a special purpose email address that only has one function, in this case to be associated with a login.gov account. Instructions on this process can be found by running a search on your internet search engine.

The second method is to use "plus addressing" with your primary email address when you create your Login.gov accounts. This allows you to create multiple Login.gov accounts while really just maintaining one email address by adding a plus ("+") sign and characters following the username part of your email address (i.e. the part of an email address before the at ("@") symbol; the other part of an email address is the domain), with a different "+" for each Login.gov account.

To demonstrate, you are an annuitant signing up for Login.gov and have the email address "retiree@email.com." For retirement account 1 you would create a Login.gov account using "retiree+1@email.com," and for retirement account 2 you would create a Login.gov account using "retiree+2@email.com." After linking each of these Login.gov accounts to the respective SOL retirement claims, future logins to SOL using the above Login.gov credentials will still result in Login.gov correspondence regarding each account to be directed to "retiree@email.com."  When requesting a Login.gov password reset, you will need to use your "plus" address for them to locate your account, but an email message they send to "retiree+1@email.com" will still arrive in your primary email box, "retiree@email.com." You will only be maintaining one email address, although you will need to remember or record which Login.gov account you have associated with which claim number.

Please perform a search on an internet search engine for more information on "plus addressing," also known as "subaddressing." Login.gov supports it, and your current email provider might also support it.

The only other method is to delink your Login.gov account when you want to access the other retirement account. Instructions for delinking your account are below.

###                                             I need to delink my Login.gov account                                         

If you lose access to your login.gov account or want to link to a different login.gov account with your Services Online account, following these steps:
                      - Access your Services Online account;
                      - Select the Profile menu item;
                      - Select the Login.gov tab;
                      - Select the Unlink the Login.gov account; and<
                      - Continue to follow the prompts to complete the process.

Visit Step-by-Step Login.gov Linking Guide for a detailed instruction guide.

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## Related information

                  - Create your login.gov account
                  - Login.gov authentication options

##                                         A claim number is required to make a help submission.                                    

                                            If you are an annuitant, you can find your CSA or CSF claim number on your 1099-R, your annual COLA notice or your Benefits Booklet.                                        

                                            If you are unable to locate your CSA or CSF claim number, or you are not a retiree, former spouse of a retiree or a survivor of a retiree, or you are inquiring about the status of a refund application, please contact us on                                        

                                            1-888-767-6738 and one of our representatives will be able to assist you.                                        

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## Contact us for more support

### Report a Death

To report a death of a Retired Federal Employee or Current Federal Employee, please click the link below that applies:
              - Report Death of a Federal Retiree
              - Report Death of a Current Federal Employee

### **Submit a help request                                    

Submit your information below and one of our Customer Service Specialists will begin working on your request. All fields are required. We usually respond within 3 to 5 business days.

Please be advised that the information submitted must be entered by the annuitant or on behalf of the annuitant by the Representative Payee.
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### **                                        Call us                                    

Call us if you can't find an answer to your question on OPM.gov or if you can't sign in to OPM Retirement Services Online to manage your annuity account. You may also need to call us for special or complex cases, or because we directed you to.

**Phone:**1-888-767-6738TTY: 711

**Hours:** Monday thru Friday, 7:40 a.m. to 5:00 p.m. ETClosed on federal holidays

Our busiest time is between 10:30 a.m. and 1:30 p.m. ET.

### **Write to us                                    

Please make sure your first and last name, phone number, email address, claim number, and signature are included in any inquiries or documents you mail to us. We usually respond within 1 to 3 weeks after we receive your mail.

**Retirement Operations Center**                                        U.S. Office of Personnel Management                                        Post Office Box 45                                        Boyers, PA 16017                                    

### **Visit us in person                                    

**Retirement Services Support Center**                                        U.S. Office of Personnel Management                                        1900 E. Street, NWRoom 1323                                        Washington, DC 20415Directions**

**Hours:** Monday thru Thursday, 8:00 a.m. to                                        4:00 p.m. ET                                        Friday, 8:30 a.m. to 3:00 p.m. ET                                        Closed on federal holidays                                    

### **Fax us documents                                    

OPM Retirement Services does not have a main fax number.

You should only fax us documents if an official OPM form or one of our Customer Service Specialists asks you to (the fax number will be provided on the form, or the Customer Service Specialist will provide you one.) Otherwise, you should mail us your documents.