Frequently Asked Questions about COMPASS


What if I forgot my password?
 

If you are registered for Self Service Password Reset, you can reset it yourself.  If you're not registered, contact the COMPASS Help Desk at [email protected] or at 518-473-3959. 

 

What if I’m unable to log in 

If you’re unable to log into COMPASS, perform the following steps: 

  1. Close all your browsers. 

  2. Open one browser window. 

  3. Return to VPASS at https://secap.dmv.ny.gov/vpass/. 

  4. If anything auto-populates in the username and/or password fields, wipe it out and manually re-type it the fields.   

  5. If the issue persists, try logging in using a different browser or a different device. Try deleting your cache/cookies/temporary files from your browser. 

  6. If the steps above fail, contact the COMPASS Help Desk at COMPASShelp@dmv.ny.gov or 518-473-3959. 

 

How do I unlock my user ID? 

If you try to log in more than three times 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 are registered for Self Service Password Reset, you can reset it yourself. If you are not registered, contact the COMPASS Help Desk at [email protected] or at 518-473-3959. 

 

Are you having any other difficulty?   

Contact us at [email protected] and include your user ID or call us at 518-473-3959.  If you send an email, please do not include your login password.