DTS login error: fixes for CAC and "account locked or cannot be found"

Most Defense Travel System (DTS) login errors come from either your CAC setup or your DTS profile. You can fix the first yourself. The second needs your Defense Travel Administrator (DTA).

1. Basic retry (from the official DTS guide)

1. Seat your CAC firmly in the reader and leave it in the whole time you're in DTS.
2. If you get any error, select OK or Retry Login and start again.
3. Use a supported browser (DTMO's guide lists Chrome, Edge and Firefox). If there's no certificate prompt, fix your CAC reader and DoD certificates first.

2. "Your account is locked or cannot be found"

• According to DTMO and DFAS, your profile usually needs to be "received" into your current organization, often after a PCS or unit change. Only a DTA can do this, so ask your supervisor who your DTA is.

3. You got a new CAC

• Ask your DTA to use Reset User ID on your profile so DTS accepts the new card's certificates. If you have two profiles, both need it.

4. First time in DTS / SSN not found

• DTS may send you to self-registration. Check with your DTA first so your organization info is correct. Many units create the profile at check-in.

5. Name mismatch

• If your name in DTS doesn't match your CAC exactly (for example a hyphen vs. a space, or a suffix), DTS can error. Your DTA has to correct the profile.

Still stuck

• Write down the exact error text and go to your DTA or local travel office. They can escalate to the DTMO Travel Assistance Center.

Related

• No certificate prompt at all? Fix your CAC reader (Mac) and DoD certificates first.
• Other CAC logins: ATIS, MyPay, IPPS-A.