This information about help messages in MyMassGov may help you register for and use your MyMassGov account. You can find additional instructons in the MyMassGov Guide.
If you need additional assistance, contact an agency for direct support.
Email and Password
You may need to enter information in a different way when creating or logging in to your account or resetting or changing your password.
| On-screen help message | What’s happening | Try this |
|---|---|---|
| Please enter a password. | You selected the “Log In” button without typing your password first | Enter your password and select "Log In” again. |
| Please enter a valid email. | You selected the "Log In" button without entering your email address. | Enter the email address and select "Log In". |
| Please enter a valid email address. | You typed an email address that doesn’t work or is incomplete | Make sure you’re using an email address that you know works and have access to. It must be something like: name@email.com |
| The email or password you’ve entered is incorrect. To reset your password, select “Forgot Password”. | You used an email address that isn’t connected to an existing account or a password that is incorrect | Check that the email address you typed is the one you used to create your account. If you have forgotten your password, select the “Forgot Password” link to reset it. |
| The password entry fields do not match. Please enter the same password in both fields and try again. | You created a new password, typed it again to confirm it, and the two passwords don’t match | Review both passwords and make sure they are typed correctly. Select the “Show Password” eye icon to see what you’ve typed. |
Code and code entry
The following on screen messages may appear when you’re setting up MFA as part of creating a new account, verifying your email when logging in to your account, or if you’ve forgotten your password.
| On-screen help message | What’s happening | Try this |
|---|---|---|
| Incorrect code entered, please try again. | You typed a 6-digit verification code that doesn’t match your authenticator app, text,or phone | Get the correct code from your authenticator app or phone and try again. |
| You have entered an incorrect code. | You typed an incorrect email verification code | Get the correct one-time password from your email, type it, and verify again. |
| You have exceeded the number of code generation attempts allowed. | You didn't get a verification code by email and selected “Get a new code” too many times. | Close the browser and try again after at least 10 minutes. |
| You have exceeded the maximum time allowed. | You received a verification code by email and waited more than 10 minutes to type it into MyMassGov | Select “Get a new code”, get the new code from email, type it into the “Verification code” field, and try again. |
| You have tried too many times. Please try again later. | You typed an incorrect verification code more than three times | Select "Cancel" and start over. |
| Unable to generate the verification code. | You entered a partial number in MFA setup and selected "Send Verification Code" (Note: the same message will appear if there is failure to send the MFA message to your phone number- for example, if you've entered an invalid phone number of there is a network issue). | Enter a valid phone number and select "Send Verification Code" |
| Unable to validate the verification code. | You entered a bad verification code and selected "Verify". | Enter the correct verification code and select "Verify". The code is 6 digits long. |
Missing or incorrect information
These on-screen messages may guide you when creating an account, setting up MFA, resetting a password, or changing an existing password.
| On-screen help message | What’s happening | Try this |
|---|---|---|
| This information is required. | You didn't fill out a required field like “Email,” “Verification code,” “First Name,” “Last Name” or you didn't select an MFA option, or didn't type a phone number or authenticator code | If you’re creating an account, make sure you complete all fields. If you’re setting up MFA, make sure you choose an MFA option and complete all fields. |
| A required field is missing. Please fill out all required fields and try again. | If you’re verifying your email, make sure you typed in both your first and last name before selecting “Continue." Make sure you complete all details if you’re:
| Fill out the required field(s) and try again. |
| One or more fields are filled out incorrectly. Please check your entries and try again. | You typed a password that doesn’t meet required password rules. You may see this when creating, resetting, or changing a password. | Make sure that the password meets the following rules and try again. You can select the “Show Password” eye icon to see what you typed. Password rules:
|
| Only valid characters are allowed. | You entered a non-alphabetic letter in a name. Only letters and hypens are allowed. | Enter only alphabetic letters or hypens. |
| Type of captcha (visual/audio) is required. | On the captcha page during account creation, you selected "Continue" without entering the captcha challenge type | Enter the correct captcha challenge type and select "Continue". |
| Captcha challenge is not resolved. Please solve it to proceed. | During account creation on the captcha challenge page, you entered an incorrect captcha challenge type and selected "Continue". | Enter the correct captcha challenge type and select "Continue". |
Phone-related
You may get help messages on your screen if there is a problem with the phone number you use when creating a new account, setting up MFA, or during MFA authentication.
| On-screen help message | What’s happening | Try this |
|---|---|---|
| Please enter a valid phone number. | You typed an incomplete or incorrect phone number | Type a correct, complete phone number. In North America it must be 10 digits (including the area code). |
| Your secondary phone number must be different from your primary phone number. | You set up a secondary phone number and entered the same phone number as was used for a primary phone number, and selected "Send Verification Code". | Enter a different secondary phone number and select "Send Verification Code". |
Account-related
The following on screen messages may let you know if something isn’t right when updating, creating or managing your account.
| On-screen help message | What’s happening | Try this |
|---|---|---|
| We are having trouble signing you in. Please try again later. | Login functionality is having difficulty connecting to the network | Wait a few minutes and try to log in again. |
| Your account is temporarily locked to prevent unauthorized use. Try again later. | You type multiple incorrect passwords in a row. | Wait a few minutes and try again. If you can’t remember the password, select the “Forgot Password” link in the “Log In” screen. |
| Your account has been locked. Contact a support person to unlock it, then try again. | Contact a support person for assistance. |
Contact
| Date published: | April 25, 2025 |
|---|---|
| Last updated: | July 10, 2025 |