Home > The PIV Credential > Frequently Asked Questions

Frequently Asked Questions

The FAQs on this page are related to the information in the PIV Credential section of this Website including specific information about getting a credential, making appointments using the GSA Online Scheduling system, the credentialing process for the Applicant, and how to manage your credential. FAQs relating to About USAccess or the USAccess Implementation reside in those sections.

The PIV Credential

  1. I have forgotten my PIN. How do I reset my PIV Credential PIN?
    The PIV Credential PIN can be reset at any USAccess Activation station. Reset your one time use Acti...   More...
  2. I had an appointment, but received an emailing saying it was cancelled. Why?
    Occasionally a Center requests that we cancel appointments due to equipment issues or Registrar avai...   More...
  3. How do I find my Sponsor?
    The name of the person who sponsored you is included in the email you receive prompting you to make ...   More...
  4. How do I make an appointment at a USAccess Credentialing Center?
    Once sponsored in the USAccess system, Applicants will receive an email prompting them to make an ap...   More...
  5. I am a Role Holder (e.g. Sponsor, Role Administrator, Registrar, etc) and need assistance regarding the USAccess system.
    The USAccess Program provides a dedicated helpdesk to Role Holders. Please email questions to USAcc...   More...
  6. Can I have the PIV Credential shipped to a different location than where I enrolled?
    Please contact your Sponsor and he/she can work with you to have the credential shipped to a new loc...   More...
  7. I am trying to create a new account for the GSA Online Scheduling System, but upon submitting the form the error "The username is in use by another user. Please select a different username." appears. What do I do?
    When creating a new account, remember that the system does NOT accept any duplicate usernames (even ...   More...
  8. I enrolled (photo and fingerprints) several weeks/months ago; when will my credential be ready? Where do I pick up my PIV Credential?
    Once your PIV Credential has been delivered to the USAccess Center identified by your Sponsor, you w...   More...
  9. I am having trouble with a Light Credentialing or Light Activation Solution kit; what do I do?
    Confirm that the system is running on the most current software package. The most current software ...   More...
  10. I showed up for my appointment, but found out that the Credentialing Center was closed upon my arrival. Why was I never notified?
    It is responsibility of the on-duty Registrar/Activator and/or the Credentialing Center manager to i...   More...
  11. A Credentialing Center has cancelled multiple appointments. How can I tell if it is closed for an extended period of time?
    If a Credentialing Center anticipates an extended closure, it is the Credentialing Center manager’s ...   More...
  12. I received an email about my certificate expiring. What does it mean and what do I do?
    The certificates refer to digital information stored on the gold chip at the bottom of your credenti...   More...
  13. What do I do if I am running late to an appointment at a Credentialing Center?
    The GSA MSO does not dictate the Operations of the Credentialing Centers. Some are flexible on late...   More...
  14. I need to cancel my appointment, but cannot log into the GSA Online Scheduling System to do so because I have either forgotten my log-in information or the website is not accepting it. What do I do?
    The GSA Online Scheduling System does not offer the ability to look-up or reset a username and/or pa...   More...
  15. There are no time slots for the closest Credentialing Center. What do I do?
    Many of the Credentialing Centers operate on a limited schedule and may not have available time slot...   More...
  16. How do I get the contact information of a particular USAccess center?
    The USAccess centers do not have publicly accessible telephones. If you need to locate a center, pl...   More...
  17. I am trying to access the GSA Online Scheduling System to make an appointment, but the page is not loading.
    On April 1st, the URL for the Online Scheduler changed. Please make sure the URL you are using is h...   More...
  18. I lost my username and/or password to make an appointment in the GSA Online Scheduling system, what do I do?
    If you previously scheduled an appointment and don't remember your login and password, simply click ...   More...
  19. What are acceptable forms of identification for proof of citizenship? When do I need to bring these documents?
    Links to the List of Acceptable Forms of ID are available on the Home page, The PIV Credential page,...   More...
  20. I was forwarded an email from a colleague about enrolling for my HSPD-12 PIV Credential. Should I enroll?
    Please do not enroll for your HSPD-12 PIV Credential until you personally receive an email from your...   More...
  21. What is the difference between a PIN and a Password?
    The one time use system password is typically sent to the Applicant in an e-mail that notifies him o...   More...
  22. Does an update require a visit to an activation station?
    To have your credential updated you must visit an Activation station. You may use unattended or att...   More...
  23. What do I have to do to get a PIV Credential?
    If your agency participates in the USAccess program, contact your agency sponsor. If you don’t know ...   More...
  24. How do I find a Center and check a Center’s availability using the Find a Center tool?
    1. Access the Find USAccess Centers tool. 2. In the Type field, select the type of Center you wis...   More...
  25. My name is not correct in the sponsorship e-mail. Who do I contact?
    You will need to contact your sponsor whose contact information is included in the email. Please no...   More...
  26. How do I verify that my ID documents match what was entered in the USAccess system?
    In order to enroll, you must verify that your full name, as entered by your Sponsor, matches the nam...   More...
  27. How are the PKI certificates that are on my PIV credential updated?
    The USAccess offering provides the capability for users to update certificates utilizing the Activat...   More...
  28. What does the PIV credential issued by the USAccess Program look like? Will the agency be able to influence the look of the credential or customize it for its program?
    The PIV credential issued by the USAccess Program follows the standard set by NIST. As outlined by t...   More...
  29. What information is on the PIV Credential? Is it encrypted?
    The information written on the PIV credential is done so in an encrypted manner by the credential ma...   More...
  30. Where is the PKI certificate stored on my PIV Credential and is there more than one certificate?
    There are actually four PKI certificates and they are stored in an area on the credential called the...   More...
  31. Why do I need this PIV Credential?
    As a Federal employee or contractor, your Agency has decided to participation in GSA’s USAccess prog...   More...
  32. How long before I receive my PIV Credential?
    The entire PIV credentialing process can take anywhere from 2 to 6 weeks. Steps include sponsoring a...   More...
  33. What personal information is being stored on the PIV Credential?
    The PIV Credential is designed to securely store your identification verification data. It does not ...   More...
  34. How do I get sponsored for a PIV Credential? What is a Sponsor?
    A Sponsor is an official representative from your Agency who substantiates your need (Applicant) for...   More...
  35. How will I know when it is time to enroll? How long does it take to enroll?
    You will receive an e-mail with the Subject “Your Sponsorship is complete”. This will have your per...   More...
  36. Why am I getting emails from the USAccess system? When should I expect to be contacted and how often?
    You are receiving emails from the USAccess system because your agency selected GSA’s USAccess progra...   More...
  37. How long does it take to enroll?
    To enroll, you will spend approximately 15 minutes at the USAccess Center you select. Appointments a...   More...
  38. Can I go to any USAccess Credentialing Center to get my PIV Credential?
    There are USAccess Credentialing Centers that are open to use by all agency personnel (Shared) and s...   More...
  39. I was trying to make an appointment at a center, but noticed that the center I want to visit isn't listed as an option. What do I do?
    Contact your Agency sponsor or USAccess Point of Contact. Normally what that means is that your age...   More...
  40. What do I need to bring to my appointment to enroll for my PIV Credential?
    You need to bring two acceptable forms of identification for proof of citizen. Visit the PIV Creden...   More...
  41. How do I enroll successfully for a USAccess PIV Credential? What do I need to do?
    To enroll successfully for a USAccess PIV Credential, there are 4 steps you should take before visit...   More...
  42. How long before I receive my PIV credential?
    Generally, from the time you have your enrollment appointment until you receive your badge, it can t...   More...
  43. What do I need to bring with me to activate my PIV Credential?
    You will need to bring some piece of identification with you, preferably one or all of the documents...   More...
  44. What should I do if my PIV Credential is damaged at delivery? What should I do if my PIV Credential is damaged after I have had it for a while?
    If your PIV Credential is damaged at any time, either when you first pick it up or after using it, y...   More...
  45. What do I do if I need to cancel my appointment to enroll or pick up my PIV Credential?
    If you need to cancel your appointment, you should: Log in to GSA Online Scheduling System. Cli...   More...
  46. How long does it take to activate the PIV Credential?
    The PIV Credential activation appointment takes approximately 15 minutes. ...   More...
  47. What do I do if I cannot activate my PIV Credential?
    If you are unable to activate your PIV credential, ask the Registrar working in the USAccess Center ...   More...
  48. How often do I have to change my PIN?
    Never! There is no need to change your Personal Identification Number (PIN). You should protect your...   More...
  49. Will the PIV Credential demagnetize?
    No, the PIV Credential has a memory and interaction with magnetic fields will have no impact on the ...   More...
  50. How do I get a credential holder when I activated my credential?
    Your agency will determine if you are to receive a badge holder. Your agency will also determine wha...   More...
  51. What happens to my PIV Credential when I retire?
    Every Agency has an out-processing procedure for when an employee terminates or retires. You will b...   More...
  52. I need to change some information on my PIV Credential and was told I need to talk to my sponsor. How do I find out who my sponsor is?
    You may contact your supervisor, local security officer, human resource manager or check your agency...   More...
  53. When do I renew my credential?
    You must replace your credential within 60 days before the expiration date. There is no need for a r...   More...
  54. As an employee, do I need to get another credential if I change jobs within the same Agency?
    No. Your credential will remain active as long as the information on the face of the credential is n...   More...
  55. Is it ok to store my PIV Credential in my wallet or a plastic card holder?
    No, please do not store you PIV Credential in your wallet, purse, or any unapproved plastic card hol...   More...
  56. I am getting married or divorced and changing my name, and have an appointment to enroll for my PIV Credential. Should I wait?
    Contact your sponsor for specifics about how you should proceed with regard to waiting. Prior to re...   More...
  57. I am changing jobs, but staying within the federal government. I already have a PIV credential from one agency...do I have to get a new one? Do I have to reenroll?
    Yes, you have to get a new PIV Credential when transferring between agencies. You will be out-proces...   More...
  58. I’ve been told that all employees and contractors need to get this PIV Credential, but have not been told what to do? What should I do?
    Each Agency develops its own PIV Credential deployment plan. They may decide to deploy by various cr...   More...
  59. I have an issue with my passport...it has expired, and I do not have another form of ID to present. Can I still enroll?
    An expired passport is not an acceptable identification form. You must renew your passport or provid...   More...
  60. I have a temporary driver’s license. Can I use this as a primary form of ID when enrolling for a USAccess PIV Credential?
    You may use your temporary driver’s license as a primary form of ID as long as it is 1) unexpired an...   More...
  61. I was trying to make an appointment in the GSA Online Scheduling System at a center, but noticed that it is all grayed out and won’t let me make an appointment, what do I do?
    There are no available appointments at that time; the center is temporarily closed. You will need t...   More...
  62. How do I safeguard my PIV Credential?
    As a USAccess credential holder, you have important responsibilities to do your part to safeguard th...   More...