Even when a new technology is designed to make life easier, it usually comes with a few early hiccups. That has been the case with Motus since its launch last month. The system was built to streamline FMCSA’s registration process and improve security, but for many motor carriers, just getting in the door has been the hard part.
If you’ve been struggling with Motus, or you keep getting stuck before you can finish setting up your account, you should know that you’re not alone. FMCSA has acknowledged rollout issues, and compliance teams have been fielding the same questions repeatedly.
Here are four of the most common issues we’ve been helping motor carriers work through at US Compliance Services.
Issue #1: Identity Verification Failures
Because increased security was a primary driver for Motus, users must verify their identities through Login.gov and IDEMIA before accessing the system. The process isn’t necessarily difficult, but it does require a camera-enabled device, since part of verification involves taking a picture of yourself and a government-issued ID. If you can’t complete that step, or if remote verification fails and you can’t resolve it online, FMCSA recommends contacting them directly for help. Those who are unable to verify digitally may be directed to an Identity Verification Enrollment Center to complete the process in person.
This is the first step in the process, so you will not be able to move forward with your Motus account setup until your identity is verified.
Issue #2: Trouble Claiming or Linking an Existing USDOT Number
Once you’ve successfully verified your identity, the next step is connecting your Motus account to your existing USDOT number. The system asks you to claim your number, but it doesn’t always recognize the account as yours, often because the email you’re logging in with doesn’t match the one FMCSA has on file for your company.
This step is crucial because you won’t be able to make any registration changes until you claim your USDOT number. Those changes include filing an MCS-150 or updating your company information.
If the system won’t recognize your number and you’re confident the information is correct, don’t try to work around it by starting a new registration (that’s how carriers end up with a second USDOT number they didn’t need). Instead, contact FMCSA directly so they can connect your account to the right record.
Issue #3: Login.gov and Company Official Email Mismatches
This issue is closely tied to the last one, and it’s often the reason a USDOT number won’t link. To claim your account in Motus, you must log in with the Login.gov email associated with the Company Official on file with FMCSA. If those two emails don’t match, the system won’t recognize the account as yours, and you won’t be able to move forward.
This is the part that catches many carriers off guard, especially when the Company Official on file is someone who has left the company, or when the business has used different email addresses over the years. Since Login.gov has been required to access FMCSA systems since early 2024, the email you need is almost certainly the one you had been using to log in to the legacy FMCSA Portal, but if more than one person has handled your registration, it’s worth confirming who that was before you try to claim the account.
If the email on file is tied to a former employee, or you’re not sure which one is connected to your Company Official, you’ll need to reach out to FMCSA. They can help reset the link so the right person can claim the account.
Issue #4: Accidentally Creating a Duplicate USDOT Number
This is the one that causes the biggest headache, and it usually starts with one of the problems above. When a carrier can’t link their number or get the right email to match, some assume the answer is to start over and register again. Instead of claiming the USDOT number they already have, they create a brand-new one.
The result is a second USDOT number the carrier never needed, tied to a record that doesn’t reflect their history, and a cleanup process to untangle it. This has quickly become one of the most common mistakes on the new system.
If you run into trouble claiming your existing number, resist the urge to register again. A new registration will not fix a claiming problem, and it tends to create a bigger one. Instead, contact FMCSA so they can connect your account to the correct record. If you have already created a duplicate, it can still be fixed, but the sooner you address it, the simpler that process usually is.
How US Compliance Services Can Help
Motus is still new, and the confusion around it is not going away overnight. The carriers in the best position are the ones who sorted out their USDOT record and account access early, before they actually needed to file anything.
The time to figure out Motus is not when a filing is already due. Even if you don’t need to make a registration change today, getting your record reviewed and your account access squared away now means one less thing to deal with when the next update or registration action comes up.
That’s what our Motus Maintenance Program is built for. We review your USDOT record for errors or outdated information, guide you through claiming your existing USDOT number and making sure your Company Official and authorized users are set up correctly, and provide ongoing DOT registration maintenance. Some steps, like identity verification and claiming your account, have to be completed directly by you or your Company Official, but we prepare everything in advance and help make those steps go as smoothly as possible.
Click here or call (877) 352-1996 to speak with a compliance specialist.
