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Frequently Asked Questions

FAQ Index

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    Create an ILogin Account

    What if I don't have an email address?

    There are several email providers who offer free email accounts. These are commercial providers who are not affiliated with the State of Illinois, and email messages are not stored in State of Illinois systems.

    What if I don't have a mobile phone?

    Set up an ILogin account as shown in How To Guides. When the multifactor authentication options appear, select the Voice Call option and enter your landline phone number.

    What address should I use to register my ILogin account?

    Should I use my residential address or my work address? Use your residential address to since this helps you successfully complete the ID verification process.

    While you can use a work address, it reduces the chances of successfully completing the ID verification process.

    For more information, go to Identity Verification: Using Experian Verification Services.

    What if I didn't receive the activation email?

    During ILogin account creation, after entering your email address, ILogin sends you activation email to verify it's a valid email address. If you didn't receive it:

    • Look for an email from State of Illinois or <ILogin.No-Reply@illinois.gov>.
    • Confirm that you entered in the exact email address in the setup process.
    • Check your Spam or Trash folders for the email.

    If you still cannot find the activation email, please Contact us.

    How do I set up password recovery?

    After you set up multifactor authentication, the ILogin Welcome page appears where you can set up Password Recovery. This allows you to reset your password without contacting support.

    You must set up at least one of the password recover methods—either SMS (text) or Voice Call. For instructions, go to Set Up Password Recovery on the How To Guides page.

    Account and Data Security

    What devices do I need to create an ILogin account?

    Setting up and using an ILogin account, responding to multifactor authentication (MFA), and completing ID verification (when requested) requires the devices and/or applications (also known as apps) shown in the table below.

    MFA OptionRequirements*  
    Okta Verify

    ●      a web browser (either on a computer or a mobile phone)

    ●      a mobile phone with a camera and ability to download an app

    Google Authenticatorsame as Okta Verify
    SMS (Text) Authentication

    ●      a web browser (either on a computer or a mobile phone)

    ●      a mobile phone that receives text messages

    Voice Call Authentication

    ●      a web browser (either on a computer or mobile phone)

    ●      a land line phone or mobile phone to receive phone calls

    ID Verification Using EVS●      a web browser (either on a computer or a mobile phone)

    *Note: Some, but not all, agency applications are adaptable to mobile phone use.

    What multifactor authentication methods should I use?

    For a definition of multifactor authentication (MFA) and how it works to keep data secure, go to About ILogin Security on the About page. This page also explains how the MFA methods work.

    Be sure to look at the options and required devices in the section above—What devices do I need to create an ILogin account?

    How do I change my multifactor authentication options?

    After setting up your ILogin account, you can change your account information and MFA options on the ILogin dashboard.

       1. Sign in to ILogin and complete the existing authentication method.

       2. In the top right of the ILogin dashboard, click your name or the down arrow. A menu appears.

       3. Click Settings. Your Account page appears with several sections of options.

    For short steps, visit the How to Guides: Edit Your ILogin Profile.

    How does Experian Verification Services work?

    Experian Verification Services (EVS) is a third-party service from Experian. The process consists of questions and answers based on your life history and transaction information aggregated from public and proprietary data sources. This security method meets the MFA definition of knowledge as previously described.

    Will ID verification using Experian affect my credit?

    No. This type of inquiry doesn't affect your credit score, credit report, or credit history, and doesn't incur any charges. In credit bureau language, ID verification in EVS is considered a "soft inquiry" which are visible only to you, the consumer, and no one else.

    Why does Experian ask for my social security number?

    Your social security number may be required to pass identity verification. Providing your social security number (SSN) increases Experian's ability to confirm your identity.

    Does a limited credit history affect my ability to verify my identity?

    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.

    Does a credit freeze placed on my Experian credit 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 ID verification process.

    Does a fraud alert placed on my Experian credit affect my ability to complete identity verification?

    Yes. Residents with a fraud alert cannot complete the ID verification process.

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

    Experian uses your ILogin profile information, your social security number, and the answers to the questions to verify your identity. Next, Experian sends the State of Illinois a confidence score. If you received an "unable to verify" message, it may be that Experian couldn't identify you with the required confidence score or there is a condition on your credit report preventing Experian from verifying your identity.

    What happens if I incorrectly answer the questions during identity verification?

    After five (5) failed attempts, you must wait 24 hours before you can try again.

    Why did I see a message on the identity verification SSN page that it cannot verify my identity?

    Experian uses your social security number (if you provided it) and your profile data to identify you. If you received this message, Experian couldn't identify you.

    Daily Sign In and Responses to ID Verification

    What do I do if I forgot my user name?

    In ILogin, your user name is the email address you used during account creation.

    What do I do if I forgot my 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.

    For detailed steps, go to How To Guides: Reset Your Password.

    What do I do if my account is 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.

    For detailed steps, go to How To Guides: Unlock Your Account.

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

    You can use the Voice Call option and enter a different phone number to call you and receive the verification code.

    Update Your ILogin Account

    How do I change my phone number for multifactor authentication?

    For short steps, go to How To Guides: Edit Your ILogin Profile.

    Troubleshooting ILogin

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

    Confirm that you entered your user name (email address) and password correctly.

    • If you are still having issues, try resetting your password. 
    • It may be a connectivity issue to the ILogin site. Try these things:
      • Refresh the ILogin page.
      • Close your web browser session and restart it.
      • Clear your browser cache.
      • If you're on a computer, restart it.
      • Check your wifi, modem, and/or router.

    What do I do if my account is hacked?

    If you believe your account was illegally accessed, please contact us immediately so we can help.

    Problems logging in

    If you have problems logging into an agency application, sign in to the ILogin portal first using the steps on the How To Guides page. This helps you determine if it's an ILogin account problem or an agency application problem.

    Other resources:

    • For high-level concepts, go to the About page.
    • For short steps, go to the How To Guides page.
    • For detailed steps, download the Create a New ILogin Account PDF.

    If you still have problems with creating an ILogin account or signing in, please submit a report on the DoIT Report a Problem page.