| What you see | What to try |
|---|---|
| Identity verification will not complete | Retry with good light and a current ID. If it still fails, FMCSA says to contact its Contact Center at 1-800-832-5660; you may be referred to a designated physical location to finish the process. |
| My USDOT number does not show up to claim | Motus matches records to the Login.gov email used for the company in the old FMCSA Portal. Sign in with that same email. If you no longer have it, ask FMCSA how to proceed. |
| I signed up as a transportation service provider by mistake | FMCSA says a carrier whose email was registered for the transportation service provider (TSP) role by mistake can close the TSP account. TSPs should not claim USDOT numbers; they use a supporting company account instead. |
| A coworker cannot get into our company account | Only the main account holder can invite users. Sub-account holders should wait for the email invitation before creating a profile, and each person needs their own Login.gov account. |
| Motus asks for a USDOT PIN or I lost mine | PINs are no longer used. Motus relies on Login.gov sign-in, and FMCSA says a PIN is not needed to create a company account. |
| My application was rejected or is stuck in review | FMCSA reviews new applications, including the principal place of business. An address that could never meet the federal definition can lead to rejection. Compare your legal name, address and officers against your formation papers. |
| My record shows the wrong status | Report it to FMCSA through a support ticket and keep the ticket number. FMCSA asks users not to open duplicate tickets for the same case. You can also check your record with the public search in Motus. |
Getting help from FMCSA directly
- Report a Motus issue: submit a ticket through FMCSA's contact center support page. Follow up on that ticket instead of opening duplicates.
- Phone or chat: 1-800-832-5660. FMCSA says it has extended its hours on weekdays and added Saturdays; check Ask FMCSA for current hours.
- System status: FMCSA offers registration alerts by email about system fixes.
- Self-service: FMCSA posts videos and job aids for Motus.
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Where this information comes from
We write these guides from FMCSA's public pages and update them when FMCSA changes its guidance. Check the source before you act: