Tech Support: Unable to Upgrade DS Logon To Premium - Solution
Tech Support: Unable to Upgrade DS Logon To Premium - Solution
Description of Issue
After visiting https://myaccess.dmdc.osd.mil/ you should select "Upgrade to Premium Account". Upon a successful logon, you would be redirected to the same URL of https://myaccess.dmdc.osd.mil/ and unable to continue. If you were to logon to the mentioned URL, and successfully select assigned security image, next to users full name would say "DS Logon Account Level: No DS Logon Account".
This does assume you selected the proper logon, and proper security image.
Actual issue:
Upon resetting your password, your DS Logon account is supposed to re-activate. If you do not logon within a 12 month rolling cycle, your account is de-activate. In this case, the user's account did NOT re-activate.
Solution:
-
Contact DMDC Tier 1 Web Services: 1-800-368-3665.
-
Verify your Identity, either with SSN or DOD #.
-
The technician you're speaking with does NOT have access to re-activate your account. They reach out to their Tier 2 technicians while you're on the phone with them. On average the hold time was about 25 minutes
-
The tier 2 Tech will completely reset your account, and you will need to re-register. It will take about 15 minutes for the Tier 2 to be available, then reset your account. YOUR DS LOGON ID WILL CHANGE. In user's case, it went from firstname.lastname, to firstname.middleinitial.lastname. Further, you WILL setup new security questions. TAKE A PICTURE OF THEM WITH YOUR CELL PHONE, and store the answers in a secure location. (I personally recommend something like LastPass, BitWarden).
-
Logon with new account
​
Total time expected can reasonably be about 45 minutes