Posted Date: July 7, 2014

Author:  Pamela Eliadis, Service Director, System Operations & Aid Delivery Management, Federal Student Aid

Subject: New TFA Support Center Telephone Number and E-Mail Address

We are pleased to announce that as of July 1, 2014, a support center specifically for questions related to Two Factor Authentication (TFA) is available for authorized users of Federal Student Aid systems.

TFA is the security process through which a user is required to enter two forms of "authentication" to access one of our Federal Student Aid data systems. TFA requires each authorized user to log in with a traditional User ID and Password as well as provide a One-Time Password (OTP) generated by a registered token device that is in the physical possession of the user.

Questions about TFA tokens should now be directed to "CPS/SAIG Technical Support and the TFA Support Center" at 800/330-5947, option 2. This toll-free number is the number for the existing CPS/SAIG Technical Support center, the function for which we have expanded to include TFA-related inquiries. Alternatively, TFA questions may be submitted via e-mail to the TFA Support Center at TFASupport@ed.gov.

Questions coming in to the TFA Support Center, whether by phone or e-mail, will be received directly by customer service representatives who specialize in TFA. Questions that may be sent to the TFA Support Center include inquiries about token registration, token synchronization, OTP generation when a user's token is unavailable, token repurposing, and questions about receiving additional tokens or returning tokens.

We hope that the community finds this information useful and we look forward to responding to your TFA questions at the new TFA Support Center.

Contact Information

If you have questions about TFA, contact CPS/SAIG Technical Support and the TFA Support Center at 800/330-5947, option 2 (TDD/TTY 800/511-5806) or by e-mail at TFASupport@ed.gov.

   

End of Page