Dial-In Troubleshooting
Dial-In Credentials
All Dial-In accounts have 3 parts: an account number, a primary password, and a secondary password. Together, these credentials establish security and help to protect your account.
- DMV assigns account numbers. They have 7 digits.
- DMV assigns primary passwords to users. Primary passwords have 3 alphanumeric characters and allow users to change their secondary password.
- Users create their secondary passwords. They have 4 alphanumeric characters. You will use your secondary password every time you log into Dial-In. Secondary passwords expire every 60 days.
Changing Your Password
If you see the Password Modification Transaction page upon entering your account number and secondary password, you must change your password.
- Enter your account number, your primary password, and a new secondary password.
- Choose the "Password Modified" button.
If Dial-In accepts your new password, you will see "Transaction Completed" on your screen. From this point forward, your new secondary password will be in effect for 60 days, or until you change it again. Please keep a record of your new password and the date it was changed, especially if you work in an office setting where there may be multiple Dial-In users.
If Dial-In does not accept your new password, "Incorrect Information Entered" will appear on your screen. Retype your entries and press "Enter" again. If you wish to discontinue changing your password, close your browser. Your secondary password will remain the same as before if it has been less than 60 days since you last changed your password. If it has been more than 60 days, you will be prompted to change your password the next time you log in.
Incorrect Account Number or Password
If you have entered an incorrect account number or password
- close all your browsers
- re-open your browser window
- return to the Dial-In login page
- enter your account number and secondary password.
Important: Account numbers have 7 digits. Secondary passwords have 4 alphanumeric characters.
Additional troubleshooting
Review your information: If you have trouble logging in, confirm that the information you entered is correct. You may have entered an incorrect account number or password. Remember: Your account number and primary password are assigned by DMV. You must use both your account number and primary password every time you change your secondary password. If you do not know your primary password, check with your organization's Dial-In account owner.
Clear your browser's history: If you are still having trouble logging in and see a series of dots in the account number and secondary password fields, your browser may be saving your login information. Please clear your browser's cache/saved forms, then try logging in again. (If you are asked to save login information on the Dial-In domain in the future, click "no".)
Error Messages
I received a "DPPA non-compliant" or "Please disconnect" message when I logged in. What do I do?
This message occurs when either the account has been inactive for 18+ months, or when the DMV has inquired about a search you conducted and has not yet received an answer.
To resolve unanswered inquiries, verify your email address and search your inbox for a message from Search Verification. (If you do not see the message, please check your spam or junk folder.) If you find the email, please answer the questions to the best of your ability or call Search Verification at 518-474-3887. You will need to answer these questions before we can restore your account to normal operation.
To resolve account inactivity or if you do not believe it has been 18 months since your last Dial-In log-in, please contact Dial-In.
Contact Dial-In
Contact us by phone:
Contact us by email:
Mailing Address:
Dial-In
New York State DMV
6 Empire State Plaza, Room 231
Albany, NY 12228