DS Logon (DSL)

Support Documentation
Release 4.04.13
Document Date: April 25, 2024
DSL FAQ v4.04.13

Contents
What is DSL? ................................................................................................................................................ 3
Who is eligible for an account?..................................................................................................................... 3
How DSL validates a user’s identity? ........................................................................................................... 3
What is the URL for DSL? ........................................................................................................................... 4
Creating a New DSL account by User Type ................................................................................................. 4
Service Members: ................................................................................................................................. 4
Retirees and their Dependents: ............................................................................................................. 4
Dual Sponsors: ...................................................................................................................................... 5
Veterans: ............................................................................................................................................... 5
Military Family Member/Dependents:.................................................................................................. 5
REMOTE PROOFING ................................................................................................................................. 6
DOCUMENT UPLOAD ....................................................................................................................... 8
IDENTITY DOCUMENTS .................................................................................................................. 8
After DSL Account Is Created ...................................................................................................................... 9
Authentication Verification: Two Factor Authentication (2FA) One Time PIN (OTP): .................... 10
Authentication Verification: Multi Factor Authentication (MFA) Timed One Time PIN (TOTP): ... 10
Activation Code: ................................................................................................................................. 10
Challenge Questions: .......................................................................................................................... 10
Document Upload Identity Verification: ............................................................................................ 11
Manage Relationships: ........................................................................................................................ 11
Surrogate Accounts: ............................................................................................................................ 11
Account Suspended ............................................................................................................................. 12
Password Information ......................................................................................................................... 12
Adding, Updating, or Correcting Data Records .................................................................................. 12
Account Locks, Deactivations, & Suspensions .......................................................................................... 13
Error codes .................................................................................................................................................. 13
Contact Centers ........................................................................................................................................... 18
Other Partner Helpdesks ............................................................................................................................. 18

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 DSL Support Documentation and FAQ

TIP: To search, press Control and the letter F at the same time. Type in key word(s) to search
the document. Document is broken out by sections: User type, Remote Proofing, Account How-
To, etc. Users can also use the hyperlinks in the Table of Contents

IMPORTANT: Close the web browser and all tabs after logging out of DSL or one of our
partner sites. If the user does not close all tabs and browser, the user’s PII and PHI may
still be accessed due to individual computer caching. This is extremely important when
sharing a computer or using a public computer.

If you experience issues on any of our partner sites, ensure you are using Chrome or Edge,
and if needed, clear your cookies, cache, and all browser session(s). You may need to allow
pop-ups.

DSL frequently posts important information, tips, and new requirements on the DSL home
page. This Support Document is frequently updated. The document is dated in the footer.

***It is not recommended to print or publish this document. ***

ATTENTION: MILITARY DEPENDENTS, RETIREES & THEIR DEPENDENTS:

There are other options available to you without needing to remote proof. Military Dependents,
Retirees and their eligible dependents can use their unique email registration to create their
account. Make sure there is a unique email address on file for all family members PRIOR to
starting the account creation process. Go to the Service Member, Retiree, and/or Military Family
Members/Dependents section of this document for additional instructions

What is DSL?
▪ DS Logon (DSL) is a single sign-on web application that makes it easy for the users to access
their information across DoD and VA partner websites. Users have visibility to see
personally identifiable information (PII), Personal Health Information (PHI), claim statuses,
and records.

Who is eligible for an account?

▪ Per DoD Policy (DoDM 1341.02 vol 1), a user must be 18 years old and be affiliated with the
DoD or VA, and listed in the Defense Enrollment Eligibility Reporting System (DEERS) as a
Service Member (Active, Guard, Reservist, Retiree), Veteran, Dependent (e.g., spouse, ex-
spouse, surviving spouse, and/or adult child receiving DoD Benefits), DoD Civilians, or
Contractor.

How DSL validates a user’s identity?

▪ DSL validates a user’s identity by allowing a user to use their CAC, email registration,
remote-proof or in-person proof. Email Registration is the ability to use your unique email
address on file and PII to register for a DSL account. In-person proofing requires a user to
bring I-9 documents to a Veteran Affairs Regional Office or RAPIDS office only when
issuing a new ID. Remote proofing is a multiple step process with various workflows to
validate a person’s identity

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DSL FAQ v4.04.13

What is the URL for DSL?

▪ [Link]
DO NOT use any URL starting with webct2. That is NOT DSL.

Creating a New DSL account by User Type

Service Members:
▪ USE THIS METHOD FIRST → Using your CAC – Log into DSL. Next to your
name, select “Register for a DS Logon Account” and follow the steps within the
application

▪ Email Registration - Select “Create New Account” button then select “I have my DoD
ID Card or CAC but no access to a card reader” and follow the steps within the
application. All users must have a unique email address on their DEERS record. A user
will receive a letter within 15 business days and follow the steps within the activation
letter by going to the “Activate Account” button. Do NOT click “Create New Account”
button as that will bypass the activation code. If users do not receive the email, check
the junk/spam folder.

▪ RAPIDS – While getting a new ID card, a user can notify the Verifying Official (VO)
that a DSL account is wanted. The user will need to provide the VO their unique email
address and follow the steps the RAPIDS Operator provides. RAPIDS site locations can
be found here: [Link] The user will receive an email with the
activation steps within 24 hours. This email is only good for 7 days.

▪ Dual Sponsors: In order to view dependents, the sponsor who is receiving the benefits
must go to manage relations, give permission to the spouse, and a DSL account needs to
be created for the spouse

Retirees and their Dependents:

▪ USE THIS METHOD FIRST → Email Registration - Select “Create New Account”
button then select “I have my DoD ID Card or CAC but no access to a card reader” and
follow the steps within the application. All users, including family, must have a unique
email address on their DEERS record. Unique means no other family member has the
same email address. Retirees’ email addresses may be out-of-date, so ensure your email
address is accurate on your DEERS record prior to starting this step. A user will receive
an activation email within 24 hours. Follow the steps within the email by going to the
“Activate Account” button. Do NOT click the “Create New Account” button as that
bypass the activation code. If users do not receive the email, check the junk/spam folder.

▪ RAPIDS - While getting a new ID card, a user can notify the Verifying Official (VO)
that a DSL account is wanted. The user will need to provide the VO their email address
and follow the steps the RAPIDS Operator provides. RAPIDS site locations can be
found here [Link] The user will receive an email with the
activation steps within 24 hours. This email is only good for 7 days. This option can
only be used when a card is being issued

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▪ Remote Proofing – Do not remote proof unless email registration or card issuance at
RAPIDS is unavailable. If you have to remote proof for some unknown reason, DO
NOT USE your Retiree or military dependent card for the documentation upload. All
documents must be U.S. issued and cannot be expired. Remote proofing should be your
last option. Users will need to register for a DSL account by selecting “Create New
Account” and following the DSL registration procedures. Review the Remote Proofing
Procedures PRIOR to starting. Registration can take up to 10 minutes.

Dual Sponsors:
▪ In order to view dependents, the sponsor who is receiving the benefits must go to
manage relations, give permission to the spouse, and a DSL account needs to be created
for the spouse.

Veterans:
▪ Veterans, their family members and/or dependents have the option to contact the
Department of Veterans Affairs (VA) through Ask VA at [Link] to work
through the process of having their identity vetted and added to DEERS, if needed

▪ Remote Proofing – Users will need to register for a DSL account by selecting “Create
New Account” and following the DSL registration procedures. Review the Remote
Proofing Procedures PRIOR to starting. Registration can take up to 10 minutes.

▪ Fors users experiencing any issues with the other credentials on VA web sites, DMDC’s
CCC will not be able to assist the user with any other credential. The user will need to
contact the VA and/or the credential helpdesk that was used. Ask VA [Link]
can be used for further assistance

Military Family Member/Dependents:

▪ USE THIS METHOD FIRST → Email Registration - Select “Create New Account”
button then select “I have my DoD ID Card or CAC but NO access to a card reader” and
follow the steps within the application. All users must have a unique email address on
their DEERS record. Family members must have unique email addresses on file.
Unique means no other family member has the same email address. A user will receive
an activation email within 24 hours or a letter within 15 business days. They can follow
the steps within the letter by going to the “Activate Account” button. Do NOT click the
“Create New Account” button, as that will bypass the activation code. If users do not
receive the email, check the junk/spam folder.

▪ Remote Proofing – Do not remote proof unless spouse is unavailable or email

registration is unavailable. If you have to remote proof for some unknown reason, DO
NOT USE your military dependent card for the documentation upload. All documents
must be U.S. issued and cannot be expired. Remote proofing should be your last option.
Users will need to register for a DSL account by selecting “Create New Account” and
following the DSL registration procedures. Review Remote Proofing instructions
PRIOR to starting. Registration can take up to 10 minutes.

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▪ RAPIDS - While getting a new ID card, a user can notify the Verifying Official (VO)
that a DSL account is wanted. The user will need to provide the VO their email address
and follow the steps the RAPIDS Operator provides. RAPIDS site locations can be
found here [Link] The user will receive an email with the
activation steps within 24 hours. This email is only good for 7 days.

▪ Sponsor Request - The Military Sponsor logs into DSL using their CAC to request an
account by going to the Relationships column, select Register DS Logon for my
Dependents and selecting the dependent that needs a DSL account. An activation code
will be emailed or mailed via USPS within 15 business days. Once the activation code
has been received by the dependent, follow the steps within the letter by going to the
“Activate Account” button. Do NOT click “Create New Account” button. Once this
option has been selected, the spouse must wait for the activation code or 20 days before
trying another method.

▪ If the user has more than 1 sponsor, the user can select the preferred sponsor by changing
the sponsors and the associated benefits with that sponsor.

▪ PLEASE READ IMPORTANT INFORMATION: Sponsors can see their information

and any spouse or dependent’s information. For example, wife is an Active Duty Service
Members, who is the sponsor. Husband is the dependent along with the couple’s 3
children. Depending on the partner application a user accesses, the wife (sponsor) can
view the husband’s full medical records along with the children’s

▪ IN-PERSON PROOFING:
▪ A user can be in-person proofed ONLY when a DoD card is being issued. A user will
need to make an appointment and go to a RAPIDS station and bring two I-9 documents.
Acceptable I-9 documents that may be requested are:
▪ Primary: Picture ID issued from Federal or State Government (e.g., valid Passport, ID
card, Military Dependent card, DoD ID card, Permanent Resident Card, State DMV
issued ID card, etc.)
▪ Secondary: SSN card, non-picture ID card, birth certificate, citizenship or
naturalization certificate, driver’s license, ID card by local government with DOB,
gender, height, eye color, and address
▪ Your documents cannot be expired
▪ Contact the site to schedule an appointment and confirm what documents are needed

REMOTE PROOFING

▪ READ ALL THIS SECTION PRIOR TO BEGINNING:

▪ DSL has implemented the required policies, procedures and regulations from the NIST
800-63-3 that provides instruction and standards for remote verification of an individual’s
identity to an identity assurance level 2 (IAL2). Remote proofing process consists of
multiple workflows (documented below) that involves successfully uploading specific
documentation, selfie, entering digits of a credit card/loan, and/or answering knowledge
based questions. All information sent to the data vendor is encrypted and protected.

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▪ The information used in remote proofing is pulled using a soft inquiry on a user’s credit
report and is not used for any other purpose except to verify the identity at a single point
in time. The data, identity documents, and information provided are not used in data
mining or for any other purpose except identity verification.
▪ If the user has reported identity theft OR the credit report is frozen, the user will need to
temporarily unfreeze their credit report in order to remote proof. After proofing has
completed successfully, the user is encouraged to re-add the credit freeze.
▪ After the user has given their consent to identity proofing, the user is required to verify
their current U.S. domestic address or APO/FPO. This address must be on the user’s
DEERs record and reported to the credit agencies.
▪ The user MUST complete all the steps at a single time in the time limit provided. If the
process is not complete, timeout occurred, or the information cannot be verified, the
user’s ability to access DSL and partner sites may be impacted. Excessive failures may
result in a block for more than 31 days. If online access is required due to a limited
timeframe in which to enroll or submit documents on a partner website, ensure you have
read the entire proofing section and requirements in this document. DSL is not
responsible for users that miss partner deadlines.
▪ The total time should take approximately 10 minutes. Please have driver license,
computer with a web camera or cell phone with a camera, a phone associated with the
phone number on the user’s DEERs record to receive a one-time PIN, accepted credit
cards, and/or loan documents available BEFORE the process is started. Refer to
Financial Account Information below. If using a credit card, make sure to read the full
list of credit cards that are not verified by the vendor.
▪ If using a mobile device, it is recommended the device be no older than 5 years old, for
example:
o iPhone 8 on iOS 12 or above
o Android OS9 or above
▪ If the user is receiving an [i2] or [i12] error, the ability to remote proof has been
suspended for 31 days. If the user tries before the 31 days, the lock-out starts over again.
DMDC Customer Call Center (CCC), VA, and DSL cannot remove the lock-out, as it
occurs at the data vendor site.

▪ TWO-FACTOR AUTHENICATION (2FA)

▪ A one-time PIN (OTP) will be provided via a text or voice line that is stored in DEERS.
After receiving the OTP, enter the 5-digit code into DSL.
▪ The code expires in 5 minutes. If the code expires or is invalid, a new code can be
requested. A user has 2 attempts to enter the OTP correctly or a lock-out out for 1 hour
will occur. Message and data rates may apply.
▪ IMPORTANT: DMDC Customer Call Center (CCC), VA call centers, and DSL cannot
remove the lock-out.

▪ MULTI-FACTOR AUTHENTICATION (MFA)

▪ A user has the option to set-up MFA using an authenticator app (e.g., Authy or Microsoft
Authenticator), which must be downloaded on the user’s device. Cookies must be
enabled on the device; follow the instructions for set-up.
▪ Users can choose to setup MFA anytime from the Profile page after successful login.

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▪ REMINDER: Once MFA has been set-up, this security feature can only be removed by
the user after successful login. If the user no longer has the device, the user will need to
contact the DMDC Customer Contact Center (CCC) to request MFA be removed.

▪ KNOWLEDGE-BASED QUESTIONS
▪ Users may be prompted to answer multiple choice questions within 3 minutes regarding
their background or information that only the user may know.
▪ The data vendor knows the answers to the questions being asked. If the data vendor is
able to verify answers are correct, the user will successfully pass this step.

▪ FINANCIAL ACCOUNT INFORMATION

▪ Users may be prompted to select and enter part of a credit card number (the last 8 digits)
or the entire loan account number for verification of a credit card or loan in their name.
▪ Credit card expiration date and security code are NOT required and there is NO hold or
charge placed on the credit card. This is for identity verification only.
▪ The data vendor knows the answers to the questions being asked. If the data vendor is
able to verify answers are correct, the user will successfully pass this step.
▪ The following cards are NOT accepted because the data vendor cannot verify the
account: American Express, Debit, Barclays, Kohls, Utility, Cash Back, Student, Balance
Transfer, and Travel Rewards Cards.
▪ The credit card cannot be in dispute, suppressed, frozen or expired, and must be in the
user’s name and on the user’s credit report.

DOCUMENT UPLOAD
▪ Users may be prompted to upload a U.S. identity verification document and take a selfie
(a selfie is a picture of one’s full face with nothing else in it or beside it) and by following
the online instructions. The following documents cannot be uploaded for verification:
Military ID, Veteran/DAV, PIV card, expired ID card and/or foreign issued documents.
▪ Users on a computer may be prompted to select an image stored on their device instead of
taking a picture or seek assistance from a friend or family member when capturing
documents and/or selfies.
▪ Default settings are recommended. Images must be ‘jpg’ with size 480x640 or greater,
24-bit color and at least 250 dpi. If the photo takes several minutes to upload, the photo
may be too large.

IDENTITY DOCUMENTS
▪ Use a solid-dark background when taking the picture of a VALID, unaltered, unexpired
document. Do not place on lap, patterned couch, hold the document or cover any part of
the document. Ensure there is no glare or reflection and the pictures are taken directly
above and NOT at an angle. Document in photo must be sharp, clear and easy to read
with no parts cut off by the photo.

▪ SELFIE: Use a solid background. Do not wear hats, glasses, distractive clothing, face
masks, or filters. Look straight into the camera and do not turn head sideways or take
photo downward. Do not take a photo of a photo. Your face should fill most of the
photo.

▪ EXAMPLES OF FAILING DOCUMENT SUBMISSIONS:

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▪ Poor quality document or selfie photo: Not clear, blurry, emoji or fingers covering
portions, hats, glasses, while driving, multiple people or animals in photo, mirror is
used, hair hiding face, angle is not straight forward, document is damaged, filters are
used
▪ Backgrounds are bad: Multi-colored patterned couches and/or chairs; glass tables
that reflect the camera flash; multi-colored carpets; bookshelves with tons of books;
in front of framed photos of the family; family/friends/pets cannot be in any of the
photos

▪ EXAMPLES OF PASSING DOCUMENT SUBMISSIONS:

▪ Document is placed on a dark surface with good lighting, no glare, easily readable in
the photo and nothing is covered up, document is U.S. issued, not expired, and not
military issued.
▪ Selfie is full face front with no sunglasses, hats, hair, masks or anything else that
would take away from seeing the full face. Think driver’s license photo.

▪ BEST PRACTICES:
▪ Do not give username/password information to anyone. Be sure the device’s software
and malware/virus protection are up-to-date. Only install software from the software
provider’s official website. Do not click on any emailed links to install something. Be
cautious of messages, links and ads on social media as those can contain viruses. When in
doubt, do not click on them.
▪ Proactively verify accounts and data (e.g., eBenefits, bank accounts, credit reports, DSL)
on a monthly basis to ensure information is still accurate.
▪ If a user thinks their account has been compromised or hacked, change password and
challenge questions immediately, verify banking information is still accurate, and may
want to freeze their credit report.
▪ DMDC’s Customer Contact Center (CCC) and the DSL team will NOT initiate first
contact with users via email or telephone to request PII or sensitive DSL account
information (username, password, challenge questions). If a user thinks there is a
fraudulent email, website or phone call, log into the DSL account and immediately
change the password and challenge questions.
▪ Users must login at least once every 180 days (6 months) to keep the account active, and
must reset password every 60 days (2 months). Users will be prompted to change
password before expiration and will be notified to sign-in prior to deactivation.
▪ Users are responsible for keeping their information (e.g., name, address, phone numbers,
email) current on their DEERS record.

After DSL Account Is Created

▪ Browsers to use for optimal user experience are Chrome, Edge and Safari. Internet Explorer
is no longer supported.

▪ Users can log into DSL by using their DSL username/password, CAC, or PIV.

▪ The DMDC Customer Contact Center (CCC) cannot create or change passwords. Temporary
one-time use passwords are not provided.

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▪ PIV Login - Select PIV tab. When first logging in, the user will need to register their PIV by
entering their name, date of birth, person identifier, and DSL username/password then the
user can use their PIV to log into DSL. If the DSL account is deactivated, the user will need
to create a new DSL account and re-register their PIV card.

Authentication Verification: Two Factor Authentication (2FA) One Time PIN

(OTP):
▪ When the user logs in, changes password and/or create a DSL account, the user will
be asked to input a PIN that will be sent to their landline or text to their cell phone.
▪ Once the method (text or phone call) is selected, the user will receive a 5-digit PIN.
The user will need to input the 5-digit PIN into the text box provided. The user can
request to resend the PIN on the screen. NOTE: Message and data rates may apply.
If the user is using an international number, not all countries support text and/or voice
authentication codes. The phone number cannot have a leading zero(s).
▪ If phone numbers are on your DEERS record but not displayed as an option for 2FA,
the number may be invalid or duplicate. 2FA is not required if MFA has been setup.

Authentication Verification: Multi Factor Authentication (MFA) Timed One Time

PIN (TOTP):
▪ If the user has set-up the MFA option using a downloaded app, the user will be
prompted to enter the 6-digit code from the authenticator app. If the user does not
want to setup MFA, select SKIP. MFA can be removed at any time from the Profile
screen after successful login, and the user will be prompted to use 2FA.

Activation Code:
▪ After an Activation code is emailed, select “Activate Account” – do not select Create
New Account, as this will bypass the activation code.
▪ If there is no unique email or no email, an incorrect address or no address, the user
will need to go to IDCO ([Link] and update their contact
information, update during card issuance, or by calling the DMDC Customer Contact
Center (CCC). Unique means that no one shares the same email on the record, and
this applies to children as well.

Challenge Questions:
▪ Challenge questions are created by the user and used to reset passwords in the event
of forgotten password or account suspended due to too many incorrect password
attempts. Select questions and enter answers that can remembered in the future to use
to reset password.
▪ Avoid odd answers or multiple words. Answer questions that a user CAN remember
over a long period of time. Ensure that none of the social media accounts contain the
answers to the challenge questions.
▪ The DMDC Customer Contact Center (CCC) cannot create, change or remove
challenge questions.
▪ A user can change their challenge questions and answers anytime by logging into
DSL and selecting Change Challenge Questions.

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Document Upload Identity Verification:

▪ If prompted to upload U.S. documents or a selfie, it is recommended using a smart
device (e.g., cell phone) with access to cameras.
▪ The user cannot use DoD issued ID cards for remote proofing. These include the
Military ID card, Dependent ID card, Veteran/DAV card, PIV card, or an expired
ID card of any type.
▪ When finishing uploading U.S. documents, click on Verification Status button after
one (1) minute to monitor the status of the request.
▪ Only .jpg images are supported when selecting an image.
▪ Documents are only used for identity purposes and will not be stored nor used after
identity verification has occurred.
▪ When taking a photo of a document, the document cannot be a photocopy.
▪ You cannot cover or hide any part of a document, front or back.
▪ Military, Veteran, Foreign and expired documents CANNOT be verified by the data
vendor.

Manage Relationships:
▪ There are several available options, such as assigning people who can act on behalf of
the user or people that the user can act on behalf of.
▪ PLEASE READ IMPORTANT INFORMATION: Sponsors can see their
information and any spouse or dependent’s information. For example, wife is an
Active Duty Service Member, who is the sponsor. Husband is the dependent along
with the couple’s 3 children. Depending on the partner application a user accesses,
the wife (sponsor) can view the husband’s full medical records along with the
children’s. Clinical access authorizes full access to medical records for that individual
▪ Be mindful that these authorizations remain active until the authorizing individual
revokes them within the DSL application.
▪ Clinical Access authorizes full access to medical records for that individual.
▪ The user can manage their relationships by logging into DS Logon, selecting Manage
Relationships, then selecting Add Relationships and selecting the option that applies.
▪ Dual Sponsors: In order to view dependents, the sponsor who is receiving the
benefits must go to Manage Relationships, give permission to the spouse, and create a
DSL username/password account for the spouse. Currently, the spouse must log into
DSL using the username/password and not their CAC to see the other dependents’
(e.g., children’s) information.

Surrogate Accounts:
▪ Surrogate accounts will only be established after an individual has been legally
deemed a surrogate to a DoD Beneficiary. The individual will need to:
▪ Be added to DEERS by going to local military issuing Identification (ID) card
facility (RAPIDS Site Locator: [Link]
▪ Contact the facility prior to driving to it to make an appointment and
communicate that the appointment is to establish surrogacy .
▪ Bring two I-9 identity documents (e.g., Social Security Card, Birth Certificate,
State or Federal Issued Photo ID such as a Driver’s License or Passport) to the
appointment. These identity documents are for the surrogate, not the DoD
Beneficiary.

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▪ Fill out the DD Form 3005 “Application for Surrogate Association for DoD Self-
Service (DS) Logon” and bring the completely filled out form to the appointment.
The form will need to contain all required signatures such as a certifying official
(Staff Judge Advocate (SLA), Judge Advocate General (JAG), legal
representation, or Service Project Officer (SPO). If the form does not have all
signatures prior to going to the facility, the form will be rejected and an account
cannot be issued.
o DD Form 3005 is located at [Link]
▪ Bring all supporting court documentation (e.g., power of attorney, etc.) to the
appointment.
▪ After the surrogate identity is added to DEERS, an email or a letter via the US Post
Office will be sent to the surrogate that contains instructions on how to activate the
DSL surrogate’s account.
▪ The surrogate’s account will remain active as long as DoD Beneficiary remains
eligible for a DSL account. Once the DoD Beneficiary is no longer eligible for a
DSL account, the surrogate’s account will automatically be deactivated.

Account Suspended
▪ When a DSL account is suspended, the user will need to log into DSL and select Un-
suspend My Account or select Forgot Password? The user will need to answer the
challenge questions correctly, then will be prompted to change their password.
▪ The DMDC Customer Contact Center (CCC) cannot unsuspend a user’s account.

Password Information
▪ The user can change their password at any time, but it MUST be changed at least
every 60 days (2 months). To change a password, the user will need to log into DSL
and select Change Password.
▪ If the user forgot their password, the user will need to go to DSL and select Forgot
Password? and follow the instructions on the remaining steps.
▪ Passwords must:
▪ be between 15 and 128 characters in length
▪ contain at least 1 uppercase letter (A-Z)
▪ contain at least 1 lowercase letter (a-z)
▪ contain at least 1 number (0-9)
▪ contain at least 1 special character (i.e. @_#!&$'%*+()./,;~:{}|?>=<^[]-)
▪ contain at least 8 characters that are different from the previous passwords
▪ Passwords cannot:
▪ have spaces
▪ be 1 of the last 10 previous passwords
▪ have user’s birthdate, SSN, name, phone number, or ZIP Code
▪ have been changed within the last 24 hours

Adding, Updating, or Correcting Data Records

▪ Using the DSL account or CAC, the user can update their address, email address and/or
phone number(s) by logging into DSL and selecting Update Contact Information.
▪ Go to IDCO to update address, email address and/or phone number by logging into
IDCO ([Link] under "My Profile" and select
"Continue." The user will go to the bottom of the screen after updating the information

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and click "Submit."

▪ If the above options do not work, the user can contact the DMDC Customer Contact
Center (CCC) to update their information. Dependents over 18 must update their own
information. Documents may be requested to be submitted via mail or fax.
▪ For in-person updates, the user can call to make an appointment at a RAPIDS station
and bring in I-9 documents to verify their identity.

Account Locks, Deactivations, & Suspensions

▪ A user can deactivate their account at any time. An account can be re-established at any
time by registering for a new account and completing the identity verification process.
▪ DSL accounts can be locked for a variety of reasons, including unusual activity, and
cannot be unlocked by the user. Account locks can only be unlocked by DMDC.
Account locks are not the same as account suspended or an account that has been
deactivated. If the account is locked, the user can contact the DMDC Customer Contact
Center (CCC) to see what options are available to request the account be unlocked.
▪ DSL can re-lock an account at any time if there is suspected fraudulent activity.
▪ An account can be suspended due to incorrect password attempts.
▪ Accounts will be deactivated due to inactivity in 180 days (6 months).

Error codes
• Error Code [3] – A username and password is required when logging into DS Logon.
Enter your username and password. If you do not remember your username/password,
go to Forgot Username? or Forgot Password?
• Error Code [4] - The DS Logon password is required. You did not enter your password
when attempting to log on. Fill out all required items when logging in. This includes
username and password.
• Error Code [5] - If you do not remember your username/password, go to Forgot
Username? or Forgot Password? If you do not have an account, go to Create New
Account.
• Error Code [7] - Your request for an account is being processed. You will receive an
activation letter to your mailing address. Once you have received the letter, ensure you
follow the instructions on the letter.
• Error Code [8] - Your account has been suspended due to excessive failed logon
attempts. Go to Unsuspend Your Account if you still need to access your account.
• Error Code [9] - This account is locked. For additional information, refer to our Support
Documentation and FAQ located in Need Support? on the Home page.
• Error Code [10] - The DS Logon username or password you entered is INVALID. Do
you need to register for a DS Logon? Refer to our Support Documentation and FAQ
located in Need Support? on the Home page prior to registering.
• Error Code [11] - The DS Logon username or password you entered is incorrect. Use
Forgot Username? or Forgot Password? for recovery methods or if you do not have an
account, register for one. Refer to our Support Documentation and FAQ located in Need
Support? on the Home page prior to registering.

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DSL FAQ v4.04.13

• Error Code [12] - Your password needs to be reset. Go to Forgot Password? to reset
your password.
• Error Code [13] - You are not eligible for a DS Logon account. If you are a Veteran or
believe you are eligible for an account, visit our Support Documentation and FAQ
located in Need Support? on the Home page to verify what actions are available to you to
get a DS Logon account.
• Error Code [14] - The one-time password has expired. You will need to restart the logon
process to be able to log into DS Logon.
• Error Code [31] - Unable to read your Common Access Card (CAC). Try again after
ensuring your CAC is valid, fits tightly in your smart card reader, and the reader is
connected to your machine.
• Error Code [32] - There was a problem reading your Common Access Card (CAC).
Make sure your CAC is valid, fits tightly in your smart card reader, and the reader is
connected to your machine.
• Error Code [33] - DS Logon is unavailable. Try again later or refer to our Support
Documentation and FAQ located in Need Support? on the Home page.
• Error Code [34] or [35] or [36] - There was a problem reading your Common Access
Card (CAC). Make sure your CAC is valid, fits tightly in your smart card reader, and the
reader is connected to your machine.
• Error Code [37] or [41] - The system is unavailable. Try again later. If this problem
continues you may contact the DMDC Support Center (DSC) at 800-477-8227. To best
assist you, call when you are at a computer if possible. The DMDC Customer Contact
Center (CCC) cannot assist when systems are unavailable.
• Error Code [38] - There is an issue with your CAC. It may be invalid, revoked, expired
or an issue with the certificates. If you believe you have received this message in error,
call the DMDC Customer Contact Center (CCC) at 800-368-3665 for further assistance.
• Error Code [39] - Your digital certificate on your Common Access Card (CAC) is not
unique in our system. If you believe you have received this message in error you may
contact the DMDC Customer Contact Center (CCC) at 800-368-3665 for further
assistance. To best assist you, call when you are at a computer if possible.
• Error Code [40] - There was a problem with your digital certificate on your Common
Access Card (CAC). If you believe you have received this message in error you may the
DMDC Customer Contact Center (CCC) at 800-368-3665 for further assistance. To best
assist you, call when you are at a computer if possible.
• Error Code [42] - The information you provided was not found or there may be an error
on the record in Defense Enrollment Eligibility Reporting System (DEERS). Ensure you
are using your legal first and last name. If you are using your legal name or your name
has changed, refer to our Support Documentation and FAQ located in Need Support? on
the Home page for what actions a user must take to update their information or you can
contact the DMDC Customer Contact Center (CCC) at 800-368-3665 for assistance.

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DSL FAQ v4.04.13

• Error Code [43] or [44] or [45] - We are unable to locate your record based on the
information you entered. If this continues contact the DMDC Customer Contact Center
(CCC) at 800-368-3665 for further assistance. To best assist you, call when you are at a
computer if possible.
• Error Code [46] - The system is currently unavailable. Try again later. If this problem
continues, you may contact the DMDC Support Center (DSC) at 800-477-8227 for
assistance. To best assist you, call when you are at a computer if possible.
• Error Code [47] or [49] - The system is currently unavailable. Try again later. If this
problem continues, you may contact the DMDC Support Center (DSC) at 800-477-8227
for assistance. To best assist you, call when you are at a computer if possible. The
DMDC Customer Contact Center (CCC) cannot assist when systems are unavailable.
• Error Code [50] - We have located your Defense Enrollment Eligibility Reporting
System (DEERS) record; however, it appears there may be invalid information on file.
You may contact the DMDC Customer Contact Center (CCC) at 800-368-3665 for
assistance. To best assist you, call when you are at a computer if possible.
• Error Code [53] - Your Common Access Card (CAC) certificates are invalid and access
is revoked. If you believe you have received this message in error you may contact the
DMDC Customer Contact Center (CCC) at 800-368-3665. To best assist you, call when
you are at a computer if possible.
• Error Code [54] - Your Common Access Card (CAC) is expired and access is revoked.
Visit your nearest ID card facility to obtain a new card. You can locate the nearest ID
facility at RAPIDS Site Locator.
• Error Code [55] - Your Common Access Card (CAC) is reported as lost and access is
revoked. Visit your nearest ID card facility for assistance with obtaining a new card. You
can locate the nearest ID facility at RAPIDS Site Locator.
• Error Code [56] - Your Common Access Card (CAC) is terminated and access is
revoked. Visit your nearest ID card facility to obtain a new card. You can locate the
nearest ID facility at RAPIDS Site Locator.
• Error Code [57] - The system is currently unavailable due to an outage within another
internal system. We hope to have the issue resolved soon, so try again in a few hours. If
this problem continues after that time period, you may contact the DMDC Support Center
(DSC) at 800-477-8227 for assistance. To best assist you, call when you are at a
computer if possible, and be prepared to provide your Personal Identifiable Information if
asked to research your specific record. The DMDC Customer Contact Center (CCC)
cannot assist when systems are unavailable.
• Error Code [61] – We couldn’t access your DEERS record, possibly due to a data error
on your record. Try again later. If this problem continues, you may contact the DMDC
Customer Contact Center (CCC) at 800-368-3665 for assistance. To best assist you, call
when you are at a computer if possible, and be prepared to provide your Personal
Identifiable Information if asked to research your specific record.
• Error Code [62] - Your CAC has been identified as having excessive access which has
been flagged as potential fraudulent access. In order to protect your PII and PHI, please

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DSL FAQ v4.04.13

contact the DMDC Customer Contact Center (CCC) at (800)-368-3665 to go through

their identity verification process which includes submitting state or federal issued
identity documents and request approval to be unlocked.
• Error Code [63] - There was a problem reading your PIV. Make sure your PIV is valid,
fits tightly in your smart card reader, and the reader is connected to your machine.
• Error Code [64] - You do not have a DS Logon account. Refer to our Support
Documentation and FAQ located in Need Support? on the Home page prior to
registering. Select 'Create New Account' and complete registration.
• Error Code [65] - You do not have an active DS Logon account. Refer to our Support
Documentation and FAQ located in Need Support? on the Home page prior to
registering. Select 'Create New Account' and complete registration.
• Error Code [66] - Your PIV is not registered. You will now be redirected to complete
your PIV registration.
• Error Code [67] - Your PIV cannot be registered with the current DS Logon credential.
• Error Code [68] - Select the CAC tab to login using your CAC.
• Error Code [69] – Your account has been deactivated. You can create a new account by
selecting Create New Account.
• Error Code [70] - There was an issue with your request. Press continue to try again. If
the problem persists, clear your cookies, cache, and close your browsers on all devices
you may have used to access this site.
• Error Code [71] - An active session has been detected. Clear your cookies, cache, and
close your browsers on all devices you may have used to access this site.
• Person Error Code [p1] - The personal information you provided was not found in
Defense Enrollment Eligibility Reporting System (DEERS). Try again.
Ensure that you enter your personal information accurately, using your legal first and last
name. If your name has changed since you or your sponsor served, contact the DMDC
Customer Contact Center (CCC) at 800-368-3665 for assistance with changing your
name in DEERS. Refer to our Support Documentation and FAQ located in Need
Support? on the Home page for more information.
• Person Error Code [p2] or [p3] or [p10] - We have located your Defense Enrollment
Eligibility Reporting System (DEERS) record; however, it appears there may be invalid
information on file. You may contact the DMDC Customer Contact Center (CCC) at 800-
368-3665 for assistance. To best assist you, call when you are at a computer if possible.
• Person Error Code [p4] or [p5] - The personal information you provided was not found
in Defense Enrollment Eligibility Reporting System (DEERS). Try again. If this problem
persists, you may contact the DMDC Customer Contact Center (CCC) at 800-368-3665
for assistance. To best assist you, call when you are at a computer if possible.
• Person Error Code [p6] - Based on the information you provided, your Defense
Enrollment Eligibility Reporting System (DEERS) record reflects that you are ineligible

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DSL FAQ v4.04.13

to obtain a DS Logon. Refer to our Support Documentation and FAQ located in Need
Support? on the Home page for more information.
• Person Error Code [p7] or [p8] or [p9] - The personal information you entered does
not match the information found in Defense Enrollment Eligibility Reporting System
(DEERS). If this problem persists, you may call the DMDC Customer Contact Center
(CCC) at 800-368-3665 for assistance. If you are enrolled in DEERS but your name has
changed since you served, contact the DMDC Customer Contact Center (CCC) at 800-
368-3665 for assistance with changing your name in DEERS. To best assist you, call
when you are at a computer if possible.
• Identity Proofing Error Code [i1] - We are unable to remotely verify your identity.
Refer to our Support Documentation and FAQ located in Need Support? on the Home
page for alternative methods for identity verification.
• Identity Proofing Error Code [i2] or [i12] - You have reached the maximum number of
attempts to remote proof your identity and must wait 31 days. You may be able to in-
person proof to verify your identity. Refer to our Support Documentation and FAQ
located in Need Support? on the Home page for alternative options.
• Identity Proofing Error Code [i3] - DSL is unable to verify your identity remotely.
Please use other options (e.g., in-person) to complete the verification process. Refer to
our Support Documentation and FAQ located in Need Support? on the Home page for
alternative options.
• Identity Proofing Error Code [i4] - At this time, we are unable to remotely proof your
identity. Pursue our In-Person identity proofing options to verify your identity or refer to
our Support Documentation and FAQ located in Need Support? on the Home page for
alternative options.
• Identity Proofing Error Code [i5] - The time limit for the remote proofing has expired.
You can try again in 1 hour or refer to our Support Documentation and FAQ located in
Need Support? on the Home page for alternative options.
• Identity Proofing Error Code [i6] - The remote proofing service is unavailable. You
can wait and try again or refer to our Support Documentation and FAQ located in Need
Support? on the Home page for alternative options.
• Identity Proofing Error Code [i7] - We are unable to remotely proof your identity.
Pursue our In-Person identity proofing options to verify your identity or refer to our
Support Documentation and FAQ located in Need Support? on the Home page for
alternative options.
• Identity Proofing Error Code [i8] - You are only allowed one session at a time to
remote proof your identity. Close all your windows/browsers and try again.
• Identity Proofing Error Code [i9] - DS Logon is unavailable. Try again later or you can
visit our Support Documentation and FAQ located in Need Support? on the Home page
for alternative options.
• Identity Proofing Error Code [i10] – At this time, we are unable to remotely proof your
identity. (Note: this is due to there not being enough credit history on file to verify your

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DSL FAQ v4.04.13

credit history. You will not be able to proof your identity online.) Refer to our Support
Documentation and FAQ located in Need Support? on the Home page for alternative
options.
• Identity Proofing Error Code [i11] - We are unable to continue to remote proof your
identity at this time. If you are initially logging in, please try a different device (e.g.,
computer, tablet, phone). If you are in the middle of remote proofing your identity, refer
to our Support Documentation and FAQ located in Need Support? on the Home page for
alternative options.

Contact Centers
First, READ the Support Documentation and FAQ located in Need Support? on our homepage.
All of the information for self-help is in the Support Documentation.

Organization Contact and operation hours Helps With

DEERS data or CAC Issues, and
DMDC Customer Phone: 800-368-3665
DSL account information. Does
Contact Center (CCC) Hours: Mon-Fri 5am – 5pm PT
not help with [Link] or [Link]

RAPIDS Site Locator [Link]

Other Partner Helpdesks

Organization Contact Info

Health Net Federal Services, LLC (TRICARE West Region) 1.844.866.9378
VA (Data issues) 1.800.827.1000
VA (Technical issues) 1.800.983.0937
Humana Military (TRICARE East Region) 1.800.444.5445
US Family Health Plan 1.800.748.7347
TRICARE Dental Program (UCCI) 1.844.653.4061
Active Duty Dental Program (UCCI) 1.866.984.2337
TRICARE For Life 1.866.773.0404
TRICARE Mail Order Pharmacy (Express Scripts, Inc.) 1.877.363.1303
Military Health System Help Desk 1.800.600.9332
TRICARE Retail Pharmacy (Express Scripts, Inc.) 1.877.363.1303
Federal Employees Dental and Vision (FEDVIP) 1.877.888.3337
Military Medical Support Office 1.888.647.6676

Updated: April 25, 2024 FOUO 18