CAC PIN locked or forgotten: how to reset it
If you enter the wrong PIN three times in a row, your CAC locks. DoD says there is no way to reset a CAC PIN remotely or online, so no website, app or help desk can do it over the phone.
1. Confirm it's really the PIN
- If you never get a PIN prompt, the problem is your reader or certificates, not your PIN. Check your CAC reader (Windows 10/11 fixes, Mac) and DoD certificates first.
- If you know the PIN is right but it's rejected, don't keep guessing. Each wrong try counts toward the lockout.
2. Option A: a CPR Trusted Agent in your unit or building
- DMDC's Next Generation CPR (Credential PIN Reset) lets a trained CPR Trusted Agent at an installation with DoD network access reset your PIN, if your fingerprints are already stored in DEERS.
- Ask your supervisor, S-1/admin or IT office whether your organization has a CPR Trusted Agent. DMDC says to contact your service or component lead for the list.
3. Option B: a RAPIDS ID card office
- Find a site with the official ID Card Office Online locator (choose "ID Card Office Locator & Appointments"). Some sites take PIN resets as walk-ins; others want an appointment, so check that site's listing or call first.
- Bring your CAC. Your identity is checked by matching your fingerprint against the one stored in DEERS. If that may not work, bring two valid forms of ID from DoD's acceptable-documents list (one with a photo).
- Have a new 6 to 8 digit PIN ready. Don't use anything easy to guess, such as part of your SSN, a birthday or a phone number.
After the reset
- Remove and reinsert the card, restart your browser, and log back in. If sites still fail, recheck DoD certificates.
- Expired certificates or an expiring card are also handled at a RAPIDS site. DoD says you can renew a CAC up to 90 days before it expires.
Related
- CAC reader not working on Windows 10/11
- JKO login without a CAC while you wait for a reset
- CAC logins: MyPay, DTS, Army webmail.