MOTUS login errors and fixes
These are the MOTUS sign-in and account errors carriers have reported to the MOTUS Bug Board, with each error's current status and any known fix. Error messages are quoted word for word from the reports so you can match what's on your screen.
Status and counts update from the board automatically. Don't see your error? Report it and copy the message exactly.
Signing in
"Your application is no longer active. Your application was closed and your identity verification and profile progress were reset. Sign out and sign back in to start a new application from the beginning."
Carriers see this after signing in through Login.gov, for example while trying to apply for new authority or complete an MCS-150. One reporter tried other browsers and cleared the cache, and the message came back.
Confirmed DNA has confirmed this is a real MOTUS problem. 31 people have reported it. Last updated Jul 15, 2026.
Fix: none known yet.
My registration was cancelled, please log out and log in to start a new registration
A carrier saw this every time they signed in, on different computers and browsers.
Fixed This issue has been fixed. 1 person has reported it. Last updated Sep 16, 2026.
"Request Failed with status code 500"
Shows after signing in to Login.gov, when MOTUS loads. Reporters saw it on several devices and browsers.
Reported A carrier reported this. DNA has not reviewed it yet. 8 people have reported it. Last updated Jun 8, 2026.
Fix: none known yet.
"403 Forbidden"
Shows when signing in to MOTUS.
Confirmed DNA has confirmed this is a real MOTUS problem. 6 people have reported it. Last updated Jun 15, 2026.
Fix: none known yet.
Login.gov says the account is locked or suspended
Shows when going from Login.gov to MOTUS.
Confirmed DNA has confirmed this is a real MOTUS problem. 3 people have reported it. Last updated Jul 9, 2026.
Fix: none known yet.
MOTUS says I'm an existing carrier but keeps me stuck in the application
After signing in, MOTUS shows an open new-entity application that can't be finished or closed.
Working A fix is in progress. 10 people have reported it. Last updated Sep 23, 2026.
Fix: none known yet.
The MOTUS page will not load
Reporters saw this on any browser and network, after clearing the cache.
Reported A carrier reported this. DNA has not reviewed it yet. 6 people have reported it. Last updated Oct 14, 2026.
Fix: none known yet.
Identity verification and account setup
Identity verification fails or loops back to the start
Identity verification rejects the face scan and ID, or, on a phone, tapping the QR code sends the user back to the beginning of the flow.
Confirmed DNA has confirmed this is a real MOTUS problem. 13 people have reported it. Last updated Jun 1, 2026.
What to try: Scan the QR code with a second device. Or long-press the QR code, copy its link, and open that link in a different browser.
What to try: If identity verification keeps failing, FMCSA lists in-person identity verification enrollment centers on fmcsa.dot.gov.
The identity verification link disappears before I can start
When finishing registration, the identity verification link or QR code disappears too fast to use.
Reported A carrier reported this. DNA has not reviewed it yet. 1 person has reported it. Last updated Oct 30, 2026.
What to try: Record your screen, sign in to MOTUS, and click the blue Complete Registration button. Pause the recording on the QR code, scan it, and finish identity verification. Then sign back in to MOTUS.
"No matching records were found for the information you submitted. Registration cannot proceed until the information is successfully verified"
Shows on the business information step of a new registration, even when the business documents are correct.
Reported A carrier reported this. DNA has not reviewed it yet. 10 people have reported it. Last updated Jun 1, 2026.
What to try: Check that the EIN entered matches the business's EIN exactly. DNA staff saw this error clear once an EIN mismatch was fixed.
"The first and last name entered are not a match for what is in the profile"
Shows when e-signing while linking a USDOT number, after entering an email address.
Reported A carrier reported this. DNA has not reviewed it yet. 10 people have reported it. Last updated Sep 23, 2026.
Fix: none known yet.
After identity verification, the email field won't accept input and Submit does nothing
Shows on the user profile step right after identity verification.
Confirmed DNA has confirmed this is a real MOTUS problem. 21 people have reported it. Last updated Jul 29, 2026.
Fix: none known yet.
The option to claim my USDOT number is greyed out
The claim option for a USDOT number can't be clicked.
Reported A carrier reported this. DNA has not reviewed it yet. 35 people have reported it. Last updated Jun 8, 2026.
Fix: none known yet.
I picked supporting company instead of carrier and can't reach my carrier tools
The MOTUS account was set up as a supporting company, so carrier dashboards and tools are missing.
Reported A carrier reported this. DNA has not reviewed it yet. 1 person has reported it. Last updated Jun 3, 2026.
Fix: none known yet.
Errors after you sign in
"failed to start workflow"
Shows when starting an MCS-150 update or trying to make operating authority inactive.
Confirmed DNA has confirmed this is a real MOTUS problem. 13 people have reported it. Last updated Jul 9, 2026.
Fix: none known yet.
"An error occurred while starting the application"
Shows when clicking update on company information.
Fixed This issue has been fixed. 4 people have reported it. Last updated Sep 16, 2026.
"Failed to confirm transaction with Pay.gov"
Shows when paying a MOTUS fee through Pay.gov, such as an MC application or a reinstatement fee. Another reporter saw the wording "we could not confirm payment with pay.gov".
Reported A carrier reported this. DNA has not reviewed it yet. 13 people have reported it. Last updated Sep 17, 2026.
Fix: none known yet.
"Entity not found for PHMSA number"
Shows when opening a carrier's details from MOTUS search results, even though the search found the carrier.
Working A fix is in progress. 0 people have reported it. Last updated Jun 17, 2026.
Fix: none known yet.
"error try again later"
Shows when updating business information or creating an MC number.
Reported A carrier reported this. DNA has not reviewed it yet. 4 people have reported it. Last updated Oct 5, 2026.
Fix: none known yet.
"Something went wrong"
Third-party service providers see this in the Manage New Applications tab and can't process new USDOT applications.
Reported A carrier reported this. DNA has not reviewed it yet. 2 people have reported it. Last updated Jul 29, 2026.
Fix: none known yet.