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 |
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Please enter a password. | You select the “Log In” button without typing your password first | Type your password and select "Log In” again. |
Please enter a valid email address. | You type 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 use 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 create 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 |
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Incorrect code entered, please try again. | You type 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. |
The code you entered is incorrect or has expired. Try again or select “Get a new code” above. | You’re setting up MFA options and type a code that has expired | Select “Get a new code” and type the new code you receive. |
You have entered an incorrect code. | You type 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 don’t get a verification code by email and select “Get a new code” more than 10 times in a row | Close the browser and try again after at least 10 minutes. |
You have exceeded the maximum time allowed. | You receive a verification code by email and wait 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 type an incorrect verification code more than three times | Select "Cancel" and start over. |
You hit the limit on the number of verification attempts. Try again shortly. | You request too many authenticator verification codes in a row | Close the browser and try again later after at least 10 minutes. |
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 don’t fill out a required field like “Email,” “Verification code,” “First Name,” “Last Name” or if you don’t select an MFA option, or don'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 type 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 type 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:
|
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 type an incomplete or incorrect phone number | Type a correct, complete phone number. In North America it must be 10 digits (including the area code). |
The phone number you provided is busy or unavailable. Please check the number and try again. | You select “Call me” for MFA verification and then don't answer your phone | Review the last four digits of the phone number shown above the error message to make sure the correct phone number is displayed. Try again, answer the phone and follow the instructions. |
The phone number you provided is unreachable. | The phone number you typed for MFA doesn’t work | Type a working phone number that you have access to and try again. |
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. The limit is 10 attempts, and the passwords typed must be different. | The account will automatically unlock after one minute. If you can’t remember the password, select the “Forgot Password” link in the “Log In” screen. |
Contact
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Date published: | April 25, 2025 |
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Last updated: | April 25, 2025 |