This page lays out some frequently asked questions about M-DIVE accounts, including common issues that you may encounter when trying to log in.

Setup and first time Login

Q: Where do I go to login to M-DIVE?

A: You will always login to M-DIVE by first going to https://platform.civisanalytics.com and entering your M-DIVE account name or email address. Once you have provided that information, you will automatically be directed to the login option associated with your account.

Q: I just joined the team and need to set up my M-DIVE account, who should I reach out to?

A: Please reach out to Megan Klingler (wvr1@cdc.gov) and Bryan Baird(bbaird@usaid.gov) from PMI’s Surveillance and Informatics team to request a new M-DIVE account. Based on your use case and organizational affiliation, they will provide you with the appropriate account request forms to start the account creation process.

Single Sign On (SSO)/Login.gov (New as of November 2023)

Q: Why did the login options and requirements change in November 2023?

A: The M-DIVE team is always looking to satisfy the needs and requirements of our different users and stakeholders, both within and outside of the US Government. Some of the changes  are requirements from the US Federal Government to meet specific security standards for systems and Federal employees. These changes help ensure the safety and security of the data stored in M-DIVE, and also provide a more convenient login experience.

With the new changes, users can connect to M-DIVE using one of two different options for Single Sign On (SSO): USAID SSO or Login.gov.

Q: How do I start using one of these new login options for M-DIVE?

A: If your M-DIVE account uses an @usaid.gov email address (including USAID employees, PMI contractors, and some PMI/CDC RAs), you will be automatically migrated to the new USAID SSO experience.

All other users (cdc.gov, other users without @usaid.gov emails) who would like to use the Login.gov experience, please send an email to support@civisanalytics.com, Megan Klingler (wvr1@cdc.gov) and Bryan Baird(bbaird@usaid.gov) to opt in. You will receive a notification email when your account setting has been changed, and then you will be automatically redirected to the setup experience the next time you try to login to M-DIVE. See Connecting to M-DIVE with Login.gov for more.

Q: Why would I want to use Login.gov?

A: If you are not already using USAID SSO, Login.gov offers several advantages for both security and convenience:

• Login.gov uses password requirements that are easier for most users. While Login.gov requires strong passwords, you will not have to change your password as frequently as a separate M-DIVE password, and you will not need to use punctuation or other complications that might make your password harder to remember. (See more on Login.gov.)
• You have more options for what kind of multi-factor authentication (MFA) you can use, including even more secure options like physical security keys or PIV cards that offer additional protection against phishing attacks. (See more on Login.gov.)
• You can use the same login across other US Government websites that also leverage Login.gov.
• While you remain logged in to Login.gov, you will not need to re-enter your password or MFA every time you access M-DIVE.

Q: Can I use Login.gov if I am not a US Citizen/National/Resident?

A: Yes. Login.gov is available to anyone who wants to create an account to log in to US Government websites. To access M-DIVE, you do not need to have a verified identity account, which would require other US government identifying information.

Please be aware that not all Login.gov features will work in all countries. In particular, SMS-based MFA is not supported in several PMI-supported countries; see this article on international phone number support for more information.

Q: Can I use an existing Login.gov account to log into M-DIVE?

A: Yes, if the email addresses match. Login.gov allows you to use one login across multiple websites for the US Government. If you have already created an account to access one of those websites, you may use your existing account.

Note that the email address you use for Login.gov must be the same as the email address associated with your M-DIVE account. If you have a different email address, you will either need to:

1. [Recommended]: Create a new Login.gov account to match the email address associated with your M-DIVE account, or
2. Add your M-DIVE email address as an additional email on your Login.gov account (as described in Step 1 here), and then use that email when logging in.

Q: Do I still need to use Google Authenticator if I am using Single Sign On?

A: No, but it is still an option for Login.gov. USAID employees must use a USAID-provided form of Multi-factor Authentication, such as a provided PIV card. 

All other users who want to use Login.gov can choose from the MFA options that Login.gov supports. This includes app-based authentication, such as with Google Authenticator, as well as SMS-based MFA and/or the use of physical security keys. If you have previously set up MFA with a Civis Platform/M-DIVE login, you will need to set up a separate MFA connection with Login.gov.

Not all MFA options are equally secure. Civis recommends that you use a physical security key, app-based MFA, and/or a US Government employee PIV card, especially if you are in a country where SMS-based MFA is not available.  For more, see Login.gov’s help page on authentication options and the list of supported international phone codes.

Q: How do I use my PIV card to log in to M-DIVE?

For USAID employees and contractors (@usaid.gov email addresses)

A: When you enter your account name or email address to login to M-DIVE, you will be automatically redirected to the USAID Single Sign On portal. If you are already logged into the USAID system, you will immediately be logged into M-DIVE.

If you are not already logged into the USAID system, click on the button for All USAID employees and contractors, which will direct you through the process to log into USAID with your PIV card and code.

For CDC and other US government agency employees

A: If you are not a USAID employee, you may opt in to using Login.gov to access M-DIVE. Login.gov supports the use of government ID PIV cards as an authentication method that can be configured during setup. See “Connecting to M-DIVE with Login.gov” for more detailed instructions.

Civis Platform Multi-factor Authentication (MFA)

Q: What is Multi-factor Authentication (MFA), and why do I need it for M-DIVE?

A: Because M-DIVE contains sensitive data, login security requires the use of Multi-factor Authentication (MFA), also known as Two-factor Authentication (2FA). In addition to a password, access requires verification from a trusted device, usually a mobile phone or physical security card. 

All M-DIVE accounts are required to use MFA, but the MFA options available may depend on your organization and account setup. (See the above section on Single Sign On (SSO) and Login.gov.)

If you are not using an external SSO service, M-DIVE requires MFA codes generated by a secure authenticator application on your mobile phone. Every time you log in to M-DIVE, you will need to provide both your password and a unique code generated through this trusted device. 

Q: What authenticator app should I use?

A: While there are a variety of apps that provide similar functionality, Civis recommends Google Authenticator. Free, trusted versions of this application are available from both the Apple (iOS) App Store and the Google Play (Android) app store. 

Q: Why did I receive an email saying my MFA settings have been changed?

A: You will receive an email if your MFA settings have been either enabled, disabled, or adjusted. This could happen because of:

• routine account maintenance and regular security checks in the M-DIVE system, 
• switching your account to use a new Single Sign On (SSO) provider, or
• if the Civis Support team is configuring your account to help with a login issue. 

If you receive this email and you don’t know why, please reach out to support@civisanalytics.com.

Q: My Multi-factor Authentication (MFA) worked before, but I lost my original device/my authenticator codes aren’t working anymore. How do I reset my MFA to work with a new device or app?

A: Please reach out to Civis Support by emailing support@civisanalytics.com. We will reset your account for a new MFA setup. You can then follow the steps to set up a new MFA connection here.

• For USAID SSO account and login support, email the USAID ICAM team at icam@usaid.gov.
• For Login.gov support, visit the Login.gov help center, or contact Login.gov support. It is recommended to set up two methods for authentication for Login.gov to maintain access to your account.

Q: What does the "Authentication codes are only valid for a limited time" error mean and why do I always see it?

A: This error occurs if you don’t enter an authentication code during the short time window during which it is valid, usually only 30 seconds. 

Because MFA is based on specified time windows, this can also occur if your computer and your phone are not using the same clock time. Check to make sure that both devices are set to the same time zone and synced with the same time settings.

Other questions and general help 

Q: What do I do if I’ve forgotten or lost my password?

A: Enter your username or email address at the M-DIVE login page to be redirected to your account’s login provider. Then, you can reset your password with that provider: 

• If you are using Login.gov for SSO, click “Forgot your password?” on the “Sign In” page.
• If you are not using SSO, click “Forgot your password?” beneath the Civis Platform password prompt. You’ll receive an email with instructions on how to reset your password. Please see this article for more detailed information.

Q: I received an email saying my account has been suspended. Why did this happen and what should I do?

A: Federal data security standards require that accounts be suspended if there has been no login activity for 90 consecutive days. If you receive this email, or if you are unable to login after a long period of inactivity, please contact the PMI Data Managers: Megan Klingler (wvr1@cdc.gov) and Bryan Baird(bbaird@usaid.gov). They will be able to temporarily reactivate your existing account. 

If you do not sign in within 72 hours, your account will be suspended again and you will need to submit a new request. 

Q: Why was I logged out of M-DIVE?

A: For security reasons, all M-DIVE users are logged out after 15 consecutive minutes of inactivity. If you’ve been automatically logged out of your account, re-enter your account name or email address to log back in. 

Q: I requested a new password or other account change, but I don't see any emails from M-DIVE. Did I not receive a relevant email?

A: Many automatic emails will refer to “Civis Platform” instead of M-DIVE. Check your spam folder, or look for emails from Civis Analytics or Civis Platform. If you still cannot find any such email, please reach out to support@civisanalytics.com.

Q: Who do I contact if I have difficulty logging in?

Login support is provided by each of the different M-DIVE login providers:

• For USAID SSO account and login support, email the USAID ICAM team at icam@usaid.gov.
• For Login.gov support, visit the Login.gov help center, or contact Login.gov support.
• For other login types, or if you are not sure about your account issue, please contact Civis Analytics support at support@civisanalytics.com. We will help direct you to the appropriate resource for your account.