Tech Support: Unable to Upgrade DS Logon To Premium

This guide addresses the issue where your DS Logon account won't upgrade to Premium status even after following all the proper steps.

The Problem

You're trying to upgrade your DS Logon account to Premium but the system won't allow it, even though you've:

• Verified your identity
• Completed all required steps
• Met all the requirements

Actual Issue

Upon resetting your password, your DS Logon account is supposed to re-activate. If you do not log on within a 12-month rolling cycle, your account is de-activated.

In many cases, the user's account did NOT re-activate as expected after the password reset.

Solution

1. Contact the DMDC (Defense Manpower Data Center) Support Center:

   • Phone: 1-800-538-9552
   • Hours: Monday - Friday, 8:00 AM - 8:00 PM ET

2. Explain that your DS Logon account is not re-activating after a password reset.

3. Request that they manually re-activate your account.

4. Once re-activated, you should be able to upgrade to Premium.

Alternative: Use Login.gov or ID.me

Consider using Login.gov or ID.me as alternatives to DS Logon. These are becoming the preferred methods for accessing VA services and may provide a smoother experience.

See Also

• Technical Support: DS Logon - Unable to Change Password

Credit

• Special thanks to u/_Marine.