Access to US DMDC websites from Bangkok

[lou norman]

I am a retired U.S. service member. For the past two weeks, I have been unable to access DMDC websites. The DS Logon system uses multi-factor authentication (MFA) and typically sends a PIN code to my phone. However, I am not receiving the code on my AIS phone. Are other DMDC site users experiencing similar issues? Is the system still functioning for anyone?

[OneZero]

On 5/29/2025 at 10:57 AM, lou norman said:

I am a retired U.S. service member. For the past two weeks, I have been unable to access DMDC websites. The DS Logon system uses multi-factor authentication (MFA) and typically sends a PIN code to my phone. However, I am not receiving the code on my AIS phone. Are other DMDC site users experiencing similar issues? Is the system still functioning for anyone?

Perhaps Fellow US military retiree PIM could help you, send him a pm.  He is quite knowledgeable about visa's as well as USG military websites incl TRICARE.

 

 

[Pib]

Yes, DS Logon (I guess that's what  you mean by the DMDC website) is still working...used it last week and also logged onto it again a few minutes ago....2FA code received to phone number but I use a US number vs my Thai number.    

 

Please note that o/a 20 May 2025 DSLogin has begun a phase-out process of modernizing to a new system called MyAuth.   A couple of websites such as milConnnect and IDCO normally reached thru DSLogin began the transition from DSLogin to MyAuth o/a 20 May where they are now reached thru MyAuth.   There is a message in red text talking about such when going to the DSLogin page.

 

Now, DSLogin is still alive and working, but its just modernizing/transitioning itself to a new system named MyAuth which has better/more options for 2FA such as a specific Authenticator (it uses the "OKTA Verify" authenticator), Email, Push notification verification login, etc., "in a unique way"....but if I remember right MyAuth there is no option to use mobile phone/text for 2FA.    In my opinion and use of MyAuth for the last week or so it's definitely better than the DSLogin experience....a DSLogin experience that can often not work well, get you locked out for 30 days, etc...etc...etc.   Yeap, MyAuth does appear to be an improvement based on my limited testing so far.

 

The next time you log onto DSLogon to access a "certain sites" which have begun the transition to MyAuth like say milConnect after you access that site when you log off a screen will popup to have you go thru the process to setup a MyAuth acct for future access.  Fortunately, it's an easy process which relies on your DSLogin credentials to initially setup your MyAuth acct.  You only need to do this once vs every time another website transitions from DSLogin to MyAuth.   

 

When the dust settles you still have a DSLogin Acct and now also a MyAuth acct.   It's just as the several dozen websites a person can access via DSLogin will over time be transitioning to login via MyAuth instead.....and I guess at some point in the future DSLogin will be fully retired/disappear with its job being completely taken over my MyAuth.  But I think that transition period will be governed by how fast the various websites update their login system to use (require) MyAuth instead of DSLogin.   I expect the full transition will take a while.

 

[lou norman]

You have confirmed my suspicion that DS Logon is broken and does not work with my local AIS phone number. DMDC tech support was quite clueless, but they finally allowed my daughter's US number, enabling me to access the Tricare Overseas Portal. It's a bit inconvenient, but I don't need it often.

 

Considering all the current upheaval, I am reluctant to attempt transitioning to the MyAuth protocol now that I have access via DS Logon.

 

Anyway, many thanks for your response. 

 

[Pib]

Based on your first post I assumed you had been logging in DSLogin before/periodically and it was just your Thai mobile number was no longer being accepted although for earlier logon  it was being accepted.    But based on your second post it implies to me you were initially trying to register with DSLogin (or maybe re-register if you hadn't used it for 6 months which causes deactivation of your acct) and your Thai mobile number was not being accepted.    Regardless, it's my understanding that DSLogin uses whatever mobile number you have loaded in DEERS and I don't know if DEERS accepts non-US phone numbers or not.  I can tell you that if you have a Google Voice number it works fine to receive DSLogin 2FA codes.

 

I too "use", repeat, "use" to use DSLogin to access Tricare Overseas.  But several years ago after having problems with DSLogin in accessing some sites like Tricare Overseas...problems such as  getting locked out for 30 days a couple of times, and/or some of the websites (like Tricare Overseas) and DSLogin having "connection/interface" problems I switched back to creating login credentials directly for Tricare Overseas (i.e., don't have to access via DSLogin).   Ever since then login to Tricare Overseas has been a piece of cake, very rarely any downtime, no DSLogin and Tricare Overseas interface problems, etc.    Day and night different in terms of access, up time reliability, etc.

 

Up to a few years ago once you accessed Tricare Overseas via DSLogin "then Tricare Overseas would deactivate your direct login credentials with Tricare Overseas and then you could only access by using DSLogin".....and if.when you tried to recreated direct Tricare Oversea login credentials you would get an error message along the lines of "Sorry Charlie, since you logged on before using DSLogin you must continue to use that method....no can have direct login credentials like you use to have."   

 

But that policy apparently changed a few years ago because after going thru six or so months of having a terrible time with DSLogin's I had heard a person could now create Tricare Overseas direct login credentials even if you had DSLogin credentials.  Well, both the wife and I tried to recreate Tricare Overseas direct login credentials and "was able to do so."   Been smooth sailing in terms of accessing Tricare Overseas and we will never-ever use DSLogin again to access the Tricare Overseas website.  

 

And like it or not, MyAuth is replacing DSLogin.  And at some point the Tricare Overseas website will switch to using MyAuth vs DSLogin "and maybe even do away with direct login like they have now along with DSLogin access."   

 

Yea, if your main reason for using DSLogin is just to access Tricare Overseas I would highly recommend you registered for direct Tricare Overseas login credential....that is, act like you are a first time user.   Assuming you are successful in registering please note it kinda resets your Tricare Overseas account to where any correspondence like messages back and forth will be reset to zero....but all other things remain the same like submitting claims, EOBs, etc....etc.....AND login problems become a thing of the past.   No need to use VPN....in fact I recommend you do "not" use a VPN when using DSLogin or Tricare Overseas as you will get smoother/faster access....and definitely less likelihood of some glitch between DSLogin and your VPN service causing DSLogin to lock you out for 30 days.

 

I use to be fan of DSLogin....but DSLogin is an old/picky/slow system....hopefully MyAuth will turn out to be much, much better....and as mentioned before DSLogin is going away....being replaced by MyAuth....only a matter of time before a person will "have" to use MyAuth to access whatever websites require MyAuth.....and I fully expect Tricare Overseas to go the MyAuth route especially since that will provide 2FA access which Tricare Overseas don't currently (ie., just use basic User ID and Password).     

 

I haven't seen any timeline for the DSLogin to MyAuth transition which began in late May 2025 when a couple of websites transitioned from DSLogin to MyAuth....and the DSLogin site only talks that the transition has begun and will eventually result in DSLogin being replaced my MyAuth.    If you do want to create a MyAuth acct you would need to access from DSLogin one of the website that has already transitioned to MyAuth like milConnect that people use to update their DEERS info, get Tricare Health Care Benefits letter, etc., or the ICAO website.  By accessing them from DSLogin when  you logout of those sites they will offer the MyAuth acct setup to you.  

   

 

 

 

 

 

[lou norman]

I should have been clearer. I had been using DS Logon since early 2024 when the Tricare Overseas Portal directed me there. Everything was fine until mid-May, when MFA stopped sending me a text PIN.

 

I have never been locked out—the system always indicated that a PIN had been sent, but I never received one. Selecting the phone option resulted in a recorded message to the AIS number but no PIN, so I assume the number is correct.

 

I attempted to access TOP directly some time ago but received the 'Sorry Charlie' message. I use ID.me for VA access and connect directly to myPay at DFAS, so I won’t miss DS Logon.

 

It sounds like I should go for MyAuth. Thanks

 

[Pib]

18 hours ago, lou norman said:

I have never been locked out—the system always indicated that a PIN had been sent, but I never received one. Selecting the phone option resulted in a recorded message to the AIS number but no PIN, so I assume the number is correct.

When you say "recorded message" do you mean you just got a voice message that you listened to "after" the actual call OR just a computer generated voice saying something but never gave a PIN?  

 

What I've found over the years that sometimes when you select the "voice call" option to get a PIN when the call arrives the voice will say press a certain number to hear the PIN.....if that number is not pressed then no PIN is revealed.   It's like a two step process to hear the PIN.

[lou norman]

It is a recording.

"thank you for attempting to callback pertaining to your voice one time code request. If you did not initiate a code request please contact your bank immediately."

[gargamon]

Has this not migrated to login.gov or id.me like social security/medicare/IRS etc.? I use an authenticator app on my phone for both of those. No phone number required.

[lou norman]

It is available on login.gov, but I do not have a US telephone number.

[lou norman]

11 minutes ago, gargamon said:

Has this not migrated to login.gov or id.me like social security/medicare/IRS etc.? I use an authenticator app on my phone for both of those. No phone number required.

It is available on login.gov, but I do not have a US telephone number.

[lou norman]

1 hour ago, gargamon said:

Has this not migrated to login.gov or id.me like social security/medicare/IRS etc.? I use an authenticator app on my phone for both of those. No phone number required.

What authenticator?

[lou norman]

5 minutes ago, lou norman said:

What authenticator?

I just checked TOP and it seems only DS Logon is accepted.

[lou norman]

2 hours ago, gargamon said:

Has this not migrated to login.gov or id.me like social security/medicare/IRS etc.? I use an authenticator app on my phone for both of those. No phone number required.

TOP is not available on id.me or login.gov.

[gargamon]

1 hour ago, lou norman said:

What authenticator?

Id.gov has it's own called id.me. for the other one I use the google one.

[Pib]

4 hours ago, lou norman said:

It is a recording.

"thank you for attempting to callback pertaining to your voice one time code request. If you did not initiate a code request please contact your bank immediately."

I just attempted the 2FA call back method to the US number I have on file with DSLogin/DEERS and within a second or two I got a call where a voice gave the PIN number to use....and after it readout the number the voice said press any number to hear the PIN  again which I did....then the voice repeated the PIN.  I then used PIN to complete the login no problem.   This was the first time ever attempting the call back method as I had always used the text method.

 

The callback wording you are getting is nothing like the word I heard and also makes no sense especially since the last sentence  is recommending you contact your "bank?"    I'm not saying that is not the recording you heard....I'm just saying it makes no sense for a DSLogin attempt.   But then again, maybe if DSLogin does not want to provide a PIN to the number being used it still generates a callback saying thanks for your attempt instead of just saying they will not send a PIN via call back to the number being used.  Kinda beating around the bush is trying to explain they will not send a voice PIN to your particular number.

 

I then did another login using the text method and that worked fine also.

 

[lou norman]

28 minutes ago, Pib said:

I just attempted the 2FA call back method to the US number I have on file with DSLogin/DEERS and within a second or two I got a call where a voice gave the PIN number to use....and after it readout the number the voice said press any number to hear the PIN  again which I did....then the voice repeated the PIN.  I then used PIN to complete the login no problem.   This was the first time ever attempting the call back method as I had always used the text method.

 

The callback wording you are getting is nothing like the word I heard and also makes no sense especially since the last sentence  is recommending you contact your "bank?"    I'm not saying that is not the recording you heard....I'm just saying it makes no sense for a DSLogin attempt.   But then again, maybe if DSLogin does not want to provide a PIN to the number being used it still generates a callback saying thanks for your attempt instead of just saying they will not send a PIN via call back to the number being used.  Kinda beating around the bush is trying to explain they will not send a voice PIN to your particular number.

 

I then did another login using the text method and that worked fine also.

 

I spent three hours over three days on the phone with the tech support people at DMDC explaining all of this. They had no explanation and were unable to fix it. I finally suggested adding my daughter's NY number to the system. 

 

Based on your experience it's pretty obvious that a US number is required. 

[Pib]

57 minutes ago, lou norman said:

I spent three hours over three days on the phone with the tech support people at DMDC explaining all of this. They had no explanation and were unable to fix it. I finally suggested adding my daughter's NY number to the system. 

 

Based on your experience it's pretty obvious that a US number is required. 

 

 

Yeap....you are probably right....see below snapshot #1 from DSLogin documentation dated May 2021 which says foreign numbers are not currently supported.  

 

 However, in the latest docs dated 15 July 2024  I couldn't find anything saying a foreign number is not accepted....just says a "valid" number which could mean US number only or US & foreign numbers....I don't know...just guessing.

 

Snapshot 1

 

 

 

Snapshot 2

Latest docs/15 July 2024.

 

 

[lou norman]

29 minutes ago, Pib said:

 

 

Yeap....you are probably right....see below snapshot #1 from DSLogin documentation dated May 2021 which says foreign numbers are not currently supported.  

 

 However, in the latest docs dated 15 July 2024  I couldn't find anything saying a foreign number is not accepted....just says a "valid" number which could mean US number only or US & foreign numbers....I don't know...just guessing.

 

Snapshot 1

 

 

 

Snapshot 2

Latest docs/15 July 2024.

 

 

May 4 was the last time I received a PIN on my AIS number. When I attempted again about two weeks later, it failed. Since everything had worked throughout 2024, I assumed it was a recent DOGE SNAFU.

 

I can understand system failures, but what concerns me is the lack of awareness of the issue among the people responsible for maintaining the systems and assisting users

[Pib]

12 minutes ago, lou norman said:

 

May 4 was the last time I received a PIN on my AIS number. When I attempted again about two weeks later, it failed. Since everything had worked throughout 2024, I assumed it was a recent DOGE SNAFU.

 

I can understand system failures, but what concerns me is the lack of awareness of the issue among the people responsible for maintaining the systems and assisting users

 

I hear you....couldn't agree more.   Over my long life I have experienced customer service calls  to various organizations (like banks) that left me feeling the customer service rep was very polite but lacked the necessary training, was not aware of a IT system problem causing your particular problem, etc.   And sometimes when making follow-up calls to customer service the service rep you got this time gave a completely different story as to what may be causing the problem.   Make calls over the coming days and still more variations in answers given.  I can definitely be frustrating at times.   Preaching to the choir I'm sure.

 

Even today when I did the DSLogin to check getting the a PIN via voice mail my "initial" attempted login after entering User and PW was greeted with a system error message...never got to the part where they ask how you want to receive the 2FA PIN.   I refreshed the screened, enter User ID and PW again and this time it worked....all OK.   And when I tried again about 5 minutes later the same thing happened.  When DSLogin is working right you don't get any error messages when trying to login.   And there was times in the past.....at least twice over the years....that I got the dreaded error message saying I was locked out.   Calls to DMDC Customer Service revealed my particular lockout was for 31 days and if I tried to login again before that lockout period ended the lockout period would reset to zero....that is, the 31 days clock started again.     

 

And in both cases in getting locked out it was not due to incorrect entry of login credentials/2FA code but due a system glitch that occurred after I logged in successfully but when going to one of the websites within the DSLogin portal like Tricare Overseas, milConnect, etc., there were interface problems between DSLogin and those websites which apparently made DSLogin think something fishy was going on....it would then log me out and when I tried to log back in I got the lockout error message.   

 

And other times over the years I couldn't reach Tricare Overseas thru DSLogin for over a month due to interface problems with the DEERS and Tricare Overseas....that's what Tricare Overseas Customer service told me.  Everytime you go to a website from within the DSLogin portal there is a check of the DEERS systems to verify you still exist in DEERS.   If that DEERS quick check fails for whatever reason then you can't connect to the website. 

 

 Yea, I use to like DSLogin but over the last 5 years or so it seems to have went down hill, got outdated, started experiencing more and more problems.  Maybe the govt decided to retire it, cut back on system upkeep/maintenance, etc., pending arrival of its replacement....a replacement that probably got delayed.   I guess that's why they are bringing on the MyAuth system to replace DSLogin....hopefully it will less temperamental than DSLogin....they again, who knows....MyAuth may turn out to be more temperamental than DSLogin.  Time will tell.