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We provide VA disability claim-preparation support to veterans, funded through charitable donations. When you sponsor a veteran, your tax-deductible gift supports donor-funded claim-preparation help for a fellow veteran.
Locked out of your Login.gov or ID.me account? You're not alone — and you're not stuck. This guide walks you through every recovery option, from self-service resets to in-person verification, escalation phone numbers, and copy-paste scripts for support tickets. These are the same accounts you need to access VA.gov and My HealtheVet for your medical records.
Before you start recovery, check if the problem is on their end — not yours.
Before contacting support, have these ready:
If you've lost access to every MFA method, Login.gov allows you to delete your account and start over:
Login.gov partners with USPS for in-person identity verification at participating Post Office locations:
After recovering your Login.gov account, you may need to re-link it to VA.gov. Visit VA.gov and sign in with your recovered Login.gov credentials. If your VA records don't appear, call the VA Help Desk at 1-800-827-1000 to request re-linking.
If you can't access your MFA device, ID.me can reset it via chat:
If self-service and chat don't work, request a video call with a Trusted Referee — a trained ID.me agent who verifies your identity live:
ID.me offers in-person identity verification at select retail locations:
If you can't recover your Login.gov or ID.me account, some agencies offer alternative verification paths or dedicated helplines. Start with the VA if your goal is accessing medical records.
If standard support channels have failed, these legal and policy frameworks may help escalate your case. Mentioning them in support tickets can sometimes accelerate resolution.
Federal agencies must provide accessible services to people with disabilities. If a disability prevents you from completing digital identity verification, you can request a reasonable accommodation under Section 504.
Section 504 OverviewFederal digital identity standards require that agencies provide alternative identity verification paths when primary methods fail. Login.gov and ID.me are built on these standards.
NIST 800-63-3 GuidelinesYou have the right to access your own records held by federal agencies. If you cannot access them digitally, agencies must provide alternative means. A Privacy Act request can sometimes bypass digital access requirements.
Privacy Act OverviewIf you suspect someone else has created an account with your identity, file an identity theft report with the FTC and include the report number in your support tickets. This triggers higher-priority review.
Report Identity Theft (FTC)Use these scripts when submitting support tickets or speaking to agents. Customize the bracketed sections with your information.
Subject: Account Recovery – Cannot Access MFA Device I am unable to sign in to my Login.gov account because I no longer have access to my registered multi-factor authentication device. I have already attempted the self-service recovery options at login.gov/help without success. Account email: [YOUR EMAIL] Full name: [YOUR FULL NAME] Reason for urgency: I am a U.S. military veteran attempting to access my VA medical records through VA.gov to support an active VA disability claim. My Intent to File date is [DATE], and delays in accessing my records directly impact my claim. I am requesting assistance with either resetting my MFA method or guiding me through the in-person verification process at USPS. I have government-issued photo ID and can verify my identity through any method you offer. Thank you for your help.
Subject: Account Recovery – MFA Device Lost/Changed I cannot access my ID.me account because my multi-factor authentication device is no longer available (lost phone / changed number). I have tried the self-service options and chat support without success. Account email: [YOUR EMAIL] Full name: [YOUR FULL NAME] Reason for urgency: I am a veteran and need access to my VA.gov / My HealtheVet account to download medical records for an active VA disability claim. I am requesting: 1. MFA reset for my account 2. If that's not possible, a Trusted Referee video call to re-verify my identity I have a valid government-issued photo ID and am available for a video call at your earliest convenience. Thank you.
Subject: Cannot Access Federal Services – Login.gov/ID.me Account Locked I am unable to access [AGENCY NAME] online services because my Login.gov/ID.me account is locked. I have been working with Login.gov/ID.me support for [X DAYS] without resolution. I am requesting: 1. An alternative method to verify my identity and access my account 2. If digital access cannot be restored, a paper-based alternative to complete my [SPECIFIC TASK] Under NIST 800-63 guidelines, federal agencies must provide alternative identity verification paths. Under the Privacy Act of 1974, I have the right to access my own records. Account email: [YOUR EMAIL] Full name: [YOUR FULL NAME] Support ticket number with Login.gov/ID.me: [TICKET #] I am a [veteran / taxpayer / etc.] with a time-sensitive need. Please advise on next steps.
| Scenario | Login.gov | ID.me |
|---|---|---|
| Forgot password | Password reset via email link | Password reset via email link |
| New phone / lost MFA | Use backup codes → or delete account & re-verify → or USPS in-person | Chat for MFA reset → Trusted Referee video call → retail in-person |
| Account suspended | Contact Login.gov support at (844) 875-6446 | Submit ticket or call (800) 555-8730 |
| Duplicate accounts | Delete the extra account, keep the verified one | Contact support to merge or delete duplicates |
| Identity verification failed | Try again → USPS in-person → call support | Try again → Trusted Referee video → in-person |
| Wrong email / can't access email | Recover email first, then reset Login.gov password | Contact ID.me support with proof of identity |
Once you regain access, take these steps to avoid getting locked out again:
When escalating, framing the urgency of your situation can make a real difference. Here are tips for specific contexts:
Mention your Intent to File date and that delays in accessing medical records directly impact your claim timeline and potential backpay. The VA has a one-year deadline from your Intent to File date.
Mention the specific tax deadline approaching and that you cannot access your IRS online account, transcripts, or payment portal. Reference any IRS notices you've received with response deadlines.
Reference any upcoming filing deadlines, interview dates, or case numbers. USCIS cases are time-sensitive and support agents understand the urgency.
Mention specific travel dates and flight bookings. Global Entry and other Trusted Traveler Programs are tied to upcoming international travel.
After recovering your account, use these tools in your AIVA Dashboard to move your claim forward.
Secure your date
Review official benefit sources
Authorization for medical records
Get records from private providers
Earn $200 for every veteran you help
Download from My HealtheVet
Request from National Archives
Donate via PayPal
Get expert help
Once you've recovered your account, head to our Medical Records guide to download your VA records and start your claim.