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Frequently Asked Questions

FAQ Index

    Questings

    Account Access

    Forgot Your Password

    During the ILogin process, expand the "Need Help?" click on the "Forgot your password?" link to initiate the password reset. You will be asked to enter in your current email address or username, select a security option to verify your identity (SMS, Voice Call, or Email), it will then prompt you for your new password. Once it has accepted your new password it will require your multifactor authentication method of choice and then will allow you to login.

    Account Locked

    If your account has been locked, it will automatically unlock after 60 minutes. To unlock your account before 60 minutes, during the ILogin process, expand the "Need Help?" and click on the "Unlock account?" link to initiate the account unlock. You will be asked to enter in your current email address or username, select a security option to verify your identity (SMS, Voice Call, or Email). Once you have unlocked your account, you may then need to initiate the Forgot Your Password process.

    If you are still unable to unlock your account, please contact us.

    Forgot Your Username

    Within ILogin, your username is the email you used to register for your account.

    Account Registration & Activation

    What if I didn’t receive the activation email to complete my setup of ILogin?

    Confirm that you entered in the exact email address that you registered with. Then, check your spam folders to see if you received an email from ILogin.No-Reply@illinois.gov. If you are still unable to find the activation email, please contact us

    I received a message that says, “Unable to log in”. What do I do?

    Make sure you have entered in your username and password correctly. Verify you are using the correct email address for username, and try resetting your password if you are still having issues.  

    What do I do if my account has been hacked?

    If you feel that your account has been illegally accessed, please contact us immediately so we can help. 

    What is multifactor authentication?

    It is an authentication method in which a computer user is granted access only after successfully presenting two or more pieces of evidence (or factors) to an authentication mechanism that involve: knowledge (something the user and only the user knows) and possession (something the user and only the user has). A good example of multifactor authentication is the withdrawing of money from an ATM; only the correct combination of a bank card (something the user possesses) and a PIN (something the user knows) allows the transaction to be carried out. 

    What do I do if I don’t have my phone to verify my identity?

    If you setup at least two forms of multifactor authentication you can change your authentication method by clicking the dropdown in the top right next to your name and then settings. For example, if you setup a second authentication method to your landline, it can be used as a backup.

    How do I change my phone number for multifactor authentication?

    To change any of your multifactor authentication methods, you must first sign in to the ILogin Portal, see the Sign In Guide for instructions. Once signed in, you can change your authentication method by clicking the dropdown in the top right next to your name and then settings. From there you will see the different authentication options you setup and an edit button next to each to update.

    Identity Verification

    What is Identity Verification?

    Identity Verification is the process to verify a person's identity before the State of Illinois allows access to sensitive and confidential systems and user information. The Identity Verification is based on "life history" or transaction information aggregated from public and proprietary data sources about the user. The State uses Experian services to perform an interactive user identity verification.

    Will Identity Verification affect my credit?

    No. This type of inquiry does not affect your credit score and you will not incur any charges related to this credit score inquiry. It is considered a "soft inquiry". Soft Inquiries are visible only to you, the consumer, and no one else. Soft inquiries have no impact on your credit report, history, or score. 

    Does limited credit history affect my ability for my identity to be verified?

    Identity verification is more than credit history. The core credentials you provide are used to check against a variety of ID data sources. These data sources include both credit and non-credit sources.

    If I have a credit freeze placed on my Experian credit will this affect my ability to complete Identity Verification?

    No, residents do NOT need to remove a consumer freeze from their credit with Experian to complete the Identity Verification process.

    If I have a fraud alert placed on my Experian credit will this affect my ability to complete Identity Verification?

    Yes, residents with a fraud alert will not be able to complete the Identity Verification process.

    What address should I use during the registration process, my residential address or can I use my work address?

    It is recommended you use your residential address to register as this will provide the best opportunity to successfully complete the Experian Identify Verification process. While you can use a work address, it will reduce the chance of successfully completing the Experian Identify Verification process.

    Why is Experian unable to verify my identity after answering the questions correctly?

    Experian utilizes the information you provided during registration, your SSN, and the answers to the questions to provide an identity verification. Experian then provides the State of Illinois with a level of confidence score. This score depends on the information you provided and several factors that may exist in your credit report. If you received this message, it indicates that Experian couldn't identify you with the required confidence score or a condition existing on your credit report prevents them from continuing the identity verification process. 

    What happens if I incorrectly answer the questions provided during Identity Verification?

    After 5 failed attempts, you are required to wait for 24 hours before you can try again.

    Why am I being asked for my social security number?

    Providing your social security number (SSN) improves Experian's ability to confirm your identity. 

    Why am I receiving a message on the Identity Verification SSN page indicating that it cannot verify my identity?

    Experian uses your SSN (if you provided it) and the information you provided when you registered to attempt to identify you. If you got this message, Experian couldn’t continue the identity verification because it couldn’t identify you.