Mulit-Factor Authentications update June 6, 2025

QUANTICO, Va. – The Defense Counterintelligence and Security Agency (DCSA) help desk continues to experience a high volume of calls related to the multifactor authentication (MFA) process for the National Background Investigation Services (NBIS) program and its two interfaces — the electronic application (eApp) and NBIS Agency.

DCSA has surged resources to support the help desk team and authorized additional overtime to ensure calls and emails are responded to as quickly as possible, as well work to reduce the email backlog.

DCSA acknowledges the extended delay in email and voicemail responses and is working to address those that have not yet been answered. To speed up responses, the Agency is conducting analysis on emails to identify and address the most common concerns in bulk responses. 

DCSA is committed to delivering quality support services and is working overtime and weekends to resolve these issues.

Updates/knowledge to improve customer experience:

DCSA is working on reintroducing the password reset functionality in NBIS agency for NBIS Agency Users (both FSOs and Individuals) to assist applicants more efficiently

Activate your account using the links in both emails.

Check your Spam/Junk folders if you don't see the emails.

For eAPP, ONLY the password option should be used – the PIV/CAC option is not functional at this point.

Refrain from using mobile devices for the eApp process and make sure to check email junk and spam folders for important communications that may have been misdirected

Check out updates to the MFA Resource Page

Use the eApp Video Tutorial for guided instructions

Thank you for your patience and understanding during this transition. DCSA 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. 