Frequently Asked Questions (FAQ’s)
Version 1.3
Contents
HOW DO I RESET MY PASSWORD? ......................................................................................................................... 3
HOW DO I RECEIVE A CODE VIA SMS DURING LOGIN? ........................................................................................... 8
I LOST MY WELCOME EMAIL. HOW DO I GET ANOTHER COPY SENT TO ME? ...................................................... 15
MY LEGAL NAME HAS CHANGED, HOW DO I UPDATE IT IN DIAMD? .................................................................... 15
MY EMAIL HAS CHANGED, HOW DO I UPDATE IT IN DIAMD? .............................................................................. 15
HOW DO I RESET MY PASSWORD RECOVERY QUESTIONS? .................................................................................. 15
WHAT DO I DO IF MY ACCOUNT IS LOCKED? ........................................................................................................ 15
HOW DO I REPLACE MYSELF AS AN ENTITY ADMINISTRATOR? ............................................................................ 18
HOW DO I INVITE NEW MEMBERS TO AN ENTITY? .............................................................................................. 21
HOW DO I ADD OR REMOVE ROLES FROM A MEMBER? ...................................................................................... 23
WHAT DO I DO IF I DON'T SEE THE DIAMD TILE? .................................................................................................. 25
HOW DO I REMOVE MEMBERS FROM AN ENTITY? .............................................................................................. 26
WHAT IF THE WRONG PERSON ON MY TEAM WAS INVITED AS ENTITY ADMINISTRATOR? ................................. 27
How do I reset my password?
Step 1 - Navigate to DIAMD Login page
Navigate your browser to the DIAMD home page: https://diamd-auth.usdoj.gov
Step 2 – Click on “Need help signing in?”
Click on the “Need help signing in?” highlighted below.
Step 3 – Click on “Forgot Password?”
1. Click “Forgot Password?” highlighted below.
Step 4 – Enter Email Address
1. Enter your email address in the “Email or Username” box, select whether to reset your
password via SMS or Email. The DIAMD system will then send you an SMS or Email
communication based on your selection. Follow the instructions in the communication.
Step 5 – Check phone or email for instructions on resetting password
1. Follow the instructions provided to you via the SMS or Email you receive.
2. If you selected “Reset via SMS” you will see the below screen and receive a text message on
your phone.
3. If you selected “Reset via Email” you will see the below screen.
4. Here is a sample email that you will receive:
How do I receive a code via SMS during login?
Step 1 – On the DIAMD login screen, enter your username and password
Step 2 – On the SMS Authentication screen, click the “Send Code” button. Enter
the code you receive via SMS and click “Verify”
Step 3 – Enter the code you received via SMS and click “Verify”
A
note of critical importance. When a customer calls in and says “it doesn’t work” – there are many
different reason why “it” might be failing:
1) The carrier has not delivered the text in extreme cases, the carrier can deprioritize the traffic
(SMS/VOICE) call and it will take anywhere from seconds to minutes for the code to arrive. If
during this time the user clicks the button many times multiple codes will be sent and result in
different arrival times of the codes. Because there is no way to know which code was sent first
or last – entering the code will likely result in a failure.
2) Carrier roaming is also a possibility – as the carrier roaming option can cause SMS delivery to
suffer.
I can't receive SMS or VOICE for MFA what other options do I have?
Step 1 – Login to your account.
1) If you are completely unable to login you will need to call the service desk for a password reset
which will allow you to reinitialize the process and choose a different MFA option.
St
ep 2 – Go to the bottom left hand side of the screen and click on the
“Settings”
Step 3 – In the new window that is presented you will now have the following
options available including a Security Key or Biometric Authenticator option if
phone service or internet service is not available.
How do I setup Biometric or Security Key Authenticator?
St
ep 1 – Login > settings > Security Key or Biometric Authenticator
St
ep 2 – Setup Enrollment
Step 3 – Begin Authenticator Enrollment
Step 4 – Verify identity with selected type (Select the type you wish to use)
Step 5 – Insert security Key
Step 6 – Allow system permissions to access security key
Step 7 – You will be logged out and need to log back in with your username and
password.
Step 8 – Insert security key and allow entry into the system.
I lost my welcome email. How do I get another copy sent to me?
Step 1 – Contact DIAMD Service Desk and they will Re-Invite you.
1. In order to receive another welcome email, please contact the DIAMD Service Desk by calling
(202) 307-0627 or via email at OJP.ITServiceDesk@usdoj.gov
and ask to be re-invited to your
entity.
My legal name has changed, how do I update it in DIAMD?
Step 1 – Contact DIAMD Service Desk and they will initiate a name change.
1. In order to have your name updated, please contact the DIAMD Service Desk by calling (202)
307-0627 or via email at OJP.ITServiceDes[email protected]ov
My email has changed, how do I update it in DIAMD?
Step 1 – Contact DIAMD Service Desk and they will initiate an email change.
1. In order to have your email updated, please contact the DIAMD Service Desk by calling (202)
307-0627 or via email at OJP.ITServiceDes[email protected]ov
How do I terminate my DIAMD account?
Step 1 – Contact DIAMD Service Desk and they will terminate your account.
1. In order to have your DIAMD account terminated, please contact the DIAMD Service Desk by
calling (202) 307-0627 or via email at OJP.ITServiceDesk@usdoj.gov
How do I reset my password recovery questions?
Step 1 – Contact DIAMD Service Desk and they will reset your password
recovery questions.
1. In order to have your DIAMD account recovery questions reset, please contact the DIAMD
Service Desk by calling (202) 307-0627 or via email at [email protected].
What do I do if my account is locked?
Step 1 – Navigate to DIAMD login page
1. Navigate your browser to the DIAMD home page: https://diamd-auth.usdoj.gov
2. Click “Need help signing in?”
3. Select “Unlock Account?”
4. Enter your email address and select “Send SMS” or “Send Email.” Follow the instructions
provided.
How do I replace myself as an entity administrator?
Step 1 - From the DIAMD home page, select “Manage
Entity”
Step 2 - On the Manage Entity screen, select a new entity administrator, click
“Save”
How do I invite new members to an entity?
Step 1 - From the DIAMD home page, select “Invite Member”
Step 2 - Fill in the member’s data, select one or more roles to grant them, click
submit
How do I add or remove roles from a member?
Step 1 - From the DIAMD home page, select “Manage Member”
Step 2 - From the “Manage Member” screen, select the roles you wish to add or
remove from the member. Click Submit.
What do I do if I don't see the DIAMD tile?
Step 1 – If the DIAMD tile is missing, please contact the service desk.
How do I remove members from an entity?
Step 1 - From the DIAMD home page, select “Manage Entity”
Step 2 – Locate the “Member Management” section of the page and select the
members to be removed from the entity.
What if the wrong person on my team was invited as entity administrator?
The Correct Admin needs to have the user from their entity who
received the invite into DIAMD perform the following:
Step 1 - Register & login
Step 2 - Navigate to the DIAMD tile
Step 3 - Click on Invite member
Step 4 - Invite the Correct Admin to their entity
Step 5 - Click on Manage Entity
Step 6 - Replace entity administrator with the Correct Admin. Then
once the correct Admin receives the invite and register/logs in they
will be able to be the entity administrator.
