Frequently Asked Questions

What is Multifactor Authentication (MFA) with Login.gov?

Multifactor Authentication (MFA) adds an extra layer of security to your TCH account. It requires two forms of identification:

1. Something you know: Your Login.gov username and password.
2. Something you have: A second factor, like a one-time passcode sent to your phone or email.

This makes it harder for unauthorized users to access your account.

Quick Tip: Have your phone or email nearby when logging in, as you'll need to enter a security code for access.

How do I create a Login.gov account to access TCH?

1. Visit the TCH Login page.
2. Select "Create an account"
3. Follow the instructions on Login.gov to set up your account:
   • Enter your email address.
   • Create a strong password.
   • Choose a method for the second authentication factor (e.g., phone or authentication app).
4. Confirm your email address by clicking the link sent to your inbox.
5. Return to the TCH login page and sign in with your new Login.gov credentials.

Quick Tip: Use an email address you check frequently, and store your password in a secure place to avoid login issues later. See our step-by-step explainer video.

How do I link my existing Login.gov account to my TCH account?

1. Log in to TCH using your Login.gov credentials: TCH Login.
2. If you encounter issues, clear your browser's cookies or try logging in using an incognito/private browsing window.

For more detailed instructions, visit: How to Link Login.gov.

Quick Tip: If you're still having trouble, try switching to a different browser like Chrome, Firefox, or Edge.

I forgot my Login.gov password. How can I reset it?

TCH does not manage Login.gov credentials, so you’ll need to reset your password on Login.gov:

1. Go to the Login.gov password reset page: Reset Password.
2. Enter your email address and click "Submit."
3. Check your email for a password reset link.
4. Follow the instructions in the email to create a new password.

Quick Tip: If you don’t see the email, check your spam or junk folder.

I received the error message "XMS-3208: Existing XMS Account." What should I do?

This error indicates you've already created an XMS account using a different method (e.g., ID.me or PIV/CAC card).

Solution:

• Link your Login.gov account to your existing XMS account:
  • Log in to NextGen XMS using your original credentials (ID.me or PIV/CAC).
  • Navigate to "My Profile."
  • Click "Link Login.gov Credentials."
  • Follow the prompts to link your accounts.

More detailed guidance is available here: How to Link Login.gov.

Quick Tip: Linking your accounts consolidates your login methods, making future logins smoother.

I received the error message "XMS-2152: SP Error." What should I do?

This error occurs when you deny sharing your Login.gov information with HHS XMS during the login process.

Solution:

1. Clear your browser's cookies and cache: Clear Cookies and Cache.
2. Attempt to log in again.
3. When prompted, click "Accept" to allow Login.gov to share your information with HHS XMS.

Quick Tip: Be sure to click "Accept" when sharing information with HHS XMS to avoid this issue.

Why is my NextGen XMS account inactive?

Your account becomes inactive after 60 days of inactivity as a security measure.

Solution:

• Log in to your account to reactivate it.
• If already deactivated, follow the reactivation steps sent to your email.

Quick Tip: To avoid deactivation, make sure to log in at least once every two months.

How do I reactivate my NextGen XMS account?

1. Attempt to log in at the XMS login page.
2. You’ll see the "Account Reactivation" page.
3. Click "Reactivate."
4. Check your email for a six-digit verification code.
5. Enter the code on the website to complete reactivation.

For more details, visit: How to Reactivate.

Quick Tip: If you don’t receive the email, check your spam folder or click "Resend Code."

What do I do if I receive a 3215 User Management error message during reactivation?

This error means you’re using an expired verification code.

Solution:

• Restart the reactivation process to receive a new code.
• Ensure you’re entering the latest code sent to your email.

Quick Tip: Use the verification code as soon as possible before it expires.

What happens if my account has been inactive for more than 13 months?

After 13 months of inactivity, your account is terminated for security purposes.

Solution:

• Create a new account by registering again.
• Reapply for access to TCH and any other services.

Quick Tip: Regular logins prevent account termination and save you the hassle of re-registering.

What should I do if my Login.gov account was compromised?

1. Immediately contact Login.gov support: Login.gov Contact.
2. Change your Login.gov password as soon as possible.
3. Notify the TCH team at no_reply_omh@thinkculturalhealth.hhs.gov.

Quick Tip: Use a strong, unique password and enable multifactor authentication for extra protection.

What should I do if I accidentally shared my password in a help desk request?

Important: Never share your password with anyone.

Solution:

• Change your password immediately to secure your account.
• Avoid sharing sensitive information in future communications.

Quick Tip: Help desk staff will never ask for your password. Always keep it secure.

What is the XID and NGID?

• XID: A unique identifier assigned to every NextGen XMS user account.
• NGID: A variation of XID with "NGID" prefixed, used to prevent conflicts across systems.

Quick Tip: These IDs are used internally; you won’t need to worry about them in daily use.

Can I use a PIV/CAC card or FIDO security key for authentication?

Yes, TCH supports the use of:

• PIV/CAC Cards: Government-issued smart cards.
• FIDO Security Keys: Physical devices that connect via USB or NFC.

Quick Tip: If you’re unfamiliar with these methods, using Login.gov is the easiest option for most users.

Why am I receiving an email notification for annual recertification of my email address?

To ensure your contact information is up-to-date, NextGen XMS requires annual email verification.

Solution:

• Follow the instructions in the email to confirm your email address.

Quick Tip: Completing the recertification keeps your account active and secure.

TCH Support:

• Email: no_reply_omh@thinkculturalhealth.hhs.gov
• Phone: 833-485-1664 (Available Monday-Friday)

NextGen XMS Technical Support:

• Email: XMSHelp@hhs.gov
• Hours: 24 hours, Monday-Friday (except Federal holidays)

Login.gov Support:

• Website: Login.gov Contact
• Phone: 844-875-6446 (Available 24 hours, seven days a week)

Quick Tip: Keep this contact information saved in case you need technical assistance in the future.