Frequently Asked Questions
How do I update our contact information in LENS?
- log in to LENS
- follow the “Modify/View Customer Profile” link from your LENS main menu
- correct your information and select the “Update” button to save your changes.
If you’re changing the contact person, see Adding and Removing Users.
I'm receiving an error that my credentials aren't valid. What can I do?
If you receive an error that your credentials aren't valid, you must do the following
- close all your browsers
- open one browser window
- return to VPASS at https://secure.dmv.ny.gov/vpass/
- try logging in again
If you continue to receive this error, you may be using an incorrect user ID. Please double-check your user ID.
How do I unlock my user ID?
If you try to log in more than three attempts with an incorrect password, your user ID will become locked.
If you receive an error that you have exceeded the allowed number of password attempts, follow the instructions on the screen. If you're registered for Self Service Password reset, follow the link to reset your password. If you're not registered, then you must contact the LENS Help Desk at firstname.lastname@example.org.
Still having difficulty? Send us an email at email@example.com with your user ID, but please don’t include your password.