Troubleshooting
Login.gov Email Mismatch: How to Prepare for Motus
A safe troubleshooting sequence when the email tied to official FMCSA access does not align with the Login.gov identity used for Motus.
Short answer
Direct answer
Identity systems use email and authentication signals to connect a person to authorized company access. If the intended Company Official uses inconsistent accounts, the carrier may be unable to claim or manage its record when needed.
Why the mismatch matters
Identity systems use email and authentication signals to connect a person to authorized company access. If the intended Company Official uses inconsistent accounts, the carrier may be unable to claim or manage its record when needed.
Source: Login.gov Help Center
Resolve access without sharing credentials
Inventory the email shown in the FMCSA Portal, the email controlled in Login.gov, and the person designated as Company Official. Follow official account and company-record update instructions. Never create a false identity or ask a consultant to impersonate an employee.
- Confirm which person should hold the role
- Confirm that person can sign in to Login.gov
- Verify access to email and authentication methods
- Update stale company contact information through official channels
- Retest access before a filing deadline
Source: FMCSA Portal
Protect recovery
Add an approved backup authentication method where Login.gov permits it, keep recovery guidance in the company continuity plan, and revisit access after ownership or staffing changes.
Source: Login.gov Help Center
Primary sources
Verify the current rule
Questions carriers ask
Frequently asked questions
Can I simply share the Login.gov password?
No. Login.gov credentials and authentication codes should remain with the individual account holder.
Should I create a new account immediately?
First identify the correct Company Official and follow official recovery or update instructions. Duplicate accounts can create more confusion.
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