FMCSA’s new registration portal, Motus, launched in May—and there doesn’t seem to be an end to the questions and confusion it’s created. Carriers are still reporting problems with account access and verification, as well as difficulty processing necessary registration updates.
To further complicate matters, scammers are exploiting the confusion to trick carriers into sharing sensitive information. FMCSA has identified four fake Motus websites. The only legitimate Motus website is motus.dot.gov.
At US Compliance Services, we’ve seen firsthand the confusion and frustration. Our customer success team works closely with clients to manage their compliance needs and ensure their Motus accounts are set up correctly. After months of fielding questions, we’ve identified a few issues that seem to be creating the biggest problems for carriers.
The 3 Motus Questions Our Team Keeps Hearing
The biggest source of confusion for motor carriers seems to be setting up their accounts properly. Here are the three questions we hear most often.
Q1: What Does “Application No Longer Active” Mean?
Carriers see this message after starting an application or update and then trying to return to it later. While the message itself looks concerning, it doesn’t necessarily mean their USDOT number or authority is inactive. Carriers should not respond by applying for a new USDOT number.
The most reliable workaround our team has found is to create a new Login.gov account with a different email address. In many cases, the “Link a USDOT Number” button will be grayed out after this step. While that gets carriers past the original error, it doesn’t entirely resolve the account-linking issue. Our team can help prepare the information FMCSA requests in these cases, including the USDOT number, the Company Official’s name and Login.gov email address, and proof of company ownership. FMCSA may ultimately need to resolve the linkage.
Carriers that encounter this message should resolve the issue as quickly as possible, as they may be unable to claim their record, complete an MCS-150, or update their company information until it’s fixed.
Q2: What if Motus Can’t Verify My Address?
Motus checks addresses against United States Postal Service data, yet we’re seeing legitimate addresses rejected or returned as not found.
A failed automated match doesn’t necessarily mean you entered an invalid address (though it’s always a good idea to double-check your inputs), but it does mean you’ll need to request manual verification from FMCSA instead of using the simpler electronic process.
To help clients with this issue, we request documentation, such as a utility bill, showing the client’s name and address.
Don’t change a legitimate address just to make the automated system accept it, as this could create additional verification and record-matching problems in Motus.
Q3: What if I Can’t Certify While Claiming My USDOT Number?
Our team has recently seen more carriers reach the electronic-signature step only to receive an error saying the name or email address doesn’t match.
While we initially couldn’t find a reliable workaround, a Motus update on September 14 appears to have corrected the issue. If you still encounter it, take a screenshot of the error message before leaving the page. Because you cannot finish claiming your USDOT number or perform registration actions until the electronic signature is complete, contact our team or FMCSA directly if the error persists.
Help With Motus Doesn’t End After Setup
As FMCSA continues to work through Motus issues, our team is here to guide you through the process as seamlessly as possible. Our Motus Maintenance Program was built to help carriers navigate account setup correctly and provide ongoing support.
The program includes:
- A review of your USDOT record
- Help identifying outdated or inconsistent information
- Guidance through claiming and linking problems
- Company Official and authorized user guidance
- Preparation of supporting information and documentation
- Ongoing DOT registration maintenance as Motus changes
Motus is still changing, but carriers don’t have to interpret every error or conflicting record on their own. Learn more about the Motus Maintenance Program or call (877) 352-1996.
