Not receiving SAM>GOV OTP to Outlook email

Question

This is a carryover from the now defunct Microsoft Community chat page...

MANY users of login.gov or sam.gov are complaining about the break in receiving critical OTP passcodes via our Outlook and Hotmail email accounts. It is not a filter setting. Adding: *** Email address is removed for privacy *** to my Safe Senders list DID NOT FIX. I had a nice Microsoft agent remotely make changes to my Safe Senders List and Domains list with NO FIX. The Help Desk at sam.gov claims it's all on Microsoft since an upgrade/update?

Please give this issue your urgent attention. It needs to be solved on your side, not the users side. If you need to communicate with the SAM program about it, you can reach them through the Federal Service Desk at 866-606-8220. The SAM program and the FSD are managed by the General Services Administration (GSA).

Answer 1

Hi Colleen, I was able to achieve a workaround to this problem thanks to a knowledgeable FSD Help Desk associate. Here was the workaround:

1. Sign into Sam.gov
2. Do not log in as normal.
3. Instead, click on the Create an Account. You will have to use an alternate email address that is not currently part of your existing entity profile. (Anyone can create a new Sam.gov account fyi). You'll go through all the Sam.gov verification steps as normal using your alternate email address
4. Once past verification steps, finish setting up a profile that is linked to your existing entity cage code/UEI.
5. I believe in the profile setup steps is where you request a role to your existing entity. You will want to request the specific role: Entity Registration Data Entry. That request will send an approver request to your entity.
6. Log out.

Go to your regular Sam.gov account and login:

1. There should be a pending approval Role Requested notification in your entity workspace.
2. Approve the role.
3. Sign out

Go back to your new alternate email account in Sam.gov and attempt to finalize the Sam registration to get you past the IRS consent OTP module. That should work. Tip: If you need to update NCAIS codes for any upcoming bids I would add all the new NCAIS code updates at this stage especially if you're chasing bids with NCAIS codes not currently in your existing registration. Peace of mind going forward.

Anyways, this worked for me after 14 frustrating days of NOT being able to receive the critical IRS OTP to my existing entity login outlook.com account no thanks to Microsoft and their break with login/sam.gov.

Thankfully the Help Desk associate stayed on with me until it all happened. There is a bit of back and forth between the two login accounts. Don't get frustrated just look at it as your entity approving a new requested role from a new account user (You!). Good luck.

Answer 2

David, the authorization for a new role is immediate. No delay.

These steps do not change your email address - they add an ALTERNATE email account for the new role request only. Refer to above steps. They worked for Colleen and I to get pass the OTP block.

Answer 3

David, you're welcome. I might agree at least that the break between Outlook (Microsoft!) and login.gov is long term...concerning and threatening. I hope you were able to move forward.

Answer 4

Hi David, did you hear? The issue is finally resolved. You should be able to do everything as you did before without the workaround. I am now receiving my Workspace notifications automatically which had stopped with the break but is now back on track. Even my emails were not making it to .gov users but is now flowing. I feel better. Hope you do too. Sharing is caring. Be well.