QUANTICO, Va. -- Defense Counterintelligence and Security Agency’s (DCSA) continues to work Help Desk backlog as a result of the challenges in implementing the multi-factor authentication solution for the National Background Investigation Services (NBIS) deployed on May 14.  

Although numbers are improving, there is still much work to be done. The Agency is currently focused on driving down wait times and working through the email backlog. This is being accomplished through a surge in resources, increased messaging to customers to understand and resolve issues, and improved self-help articles.    

The following measures are being taken today (May 21):  

• Overtime approved for both government employees and contractors  

• Help Desk staffing increased

• Extended eApp login requirements from seven days (before time out) to 30 days, allowing customers more time to resolve problems. (This is an update – previous information indicated a 14-day extension)  

• Improving resources that are published for customers: e-APP Job Aid   

• Agency Liaisons are personally reaching out to customer agencies to proactively understand their issues and coordinate mass support sessions to resolve issues.  

• DCSA is hosting large-scale Webex help sessions to provide eApp walkthroughs for applicants completing standard forms.  

• Sessions will be held daily from 9 a.m. to 11 a.m. EST and 1 p.m. to 3 p.m. EST starting May 22   

• Sessions are only for eApp applicants completing standard forms  

• Click here to join the meeting   

We will continue to provide additional details as they become available. Users requiring assistance should call or email the DCSA Help Desk at 878-274-1344 and dcsa.ITSupport@mail.mil. 

• Operating Hours: 5 a.m. to 8 p.m. EST Monday through Friday; 8 a.m. to 2 p.m. Saturday; closed Sunday   

We appreciate your patience as we work to resolve these issues. 

For additional information about the rollout:

• A message from Director David Cattler

• May 20 update

• May 15 update