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USAccess and HSPD-12 Help Desk Inquiries

The MSO has a variety of communication channels available to assist USAccess customer agencies. Lately, the USAccess Help Desk has been receiving increased calls from people without USAccess roles and customers asking for PIV card status updates. These types of inquiries should be directed to the HSPD-12 Help Desk instead of the Perspecta Help Desk. The different types of assistance provided by the HSPD-12 and USAccess Help Desks are outlined below. Please familiarize yourself with the information below and use the proper communication channel to communicate with the MSO or USAccess Core Services Vendor.

  • HSPD-12 Help Desk (HSPD12@gsa.gov): Customers should use this Help Desk when assistance is needed with the following:
    • Refresher/Activator Training
      • Obtaining an invite to the training
      • Questions or recommendations for the training
    • Duplicate Enrollment entries
    • Fedidcard.gov
      • Scheduling/modifying/canceling credential appointments
      • Enrollments
    • PIV Card inquiries
      • Status inquiries
      • Shipment issues
      • Blocked/Locked Card inquiries
      • Credential (Expiration) Certificates
    • Site Manager
    • Agency Lead Portal (ALP) access requests
  • USAccess Help Desk (USAccess.Helpdesk@perspecta.com): This Help Desk is managed by the Core Services Vendor, Perspecta, and should be used by USAccess role holders only with questions pertaining to technical assistance with the databases, system downloads and error messages.
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