As a former Workers’ Compensation Program Manager, I often had claimants challenged with ECOMP access. Few things are more frustrating for a claimant than being locked out of their account. This guide explains how agencies can support claimants through the identity verification process and help them regain access.
For New ECOMP Claimants
When a new claimant successfully registers and logs in for the first time, ECOMP will display an identity verification screen.
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The claimant must review their information for accuracy.
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If changes are needed, they can click “No” to update editable fields.
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If the information is correct, clicking “Yes” moves them forward to the next step.
This step ensures that all claimant details are accurate before their account is fully activated.
For Existing ECOMP Claimants
During a first login, returning users will also see the identity verification screen requesting additional details.
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Once verified, ECOMP presents the available identity confirmation options.
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Some claimants will qualify for text or phone verification, while others may only have the credit bureau question option.
If a claimant selects code verification, they will receive a code via text or call and enter it in the field provided. If there’s an issue with the code, they can switch to the credit bureau questions option.
When Identity Verification Fails
If a claimant fails verification on the first attempt, a message will notify them of the failure and allow them to try again.
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Most failures occur due to data entry errors.
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The claimant should review their personal information before retrying.
During a second attempt, those eligible for text or phone verification will again see those options, while others will return to the credit bureau questions.
After completing the verification process:
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Verified users see a blue success message.
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Unverified users see a red error message with a retry link.
Reverification for Account Changes
Once verified, any changes to critical information such as name, date of birth, or Social Security number will require the claimant to reverify their identity.
Before proceeding, ECOMP asks users to confirm if they wish to update and reverify or cancel.
Each time an unverified claimant logs in, they’ll see a red alert and can retry verification as long as attempts remain.
Identity Verification Attempt Limits
Claimants are allowed 9 identity verification attempts every 30 days.
This limit helps prevent fraudulent activity — as 10 failed attempts trigger a fraud alert with major credit bureaus, potentially impacting personal finances.
If all attempts are used, claimants must wait 30 days before trying again.
Unverified claimants will also see a “Verify Your Identity” button in their account settings.
Handling Suspicious Account Activity
After three failed verification attempts, ECOMP sends an email about possible suspicious activity.
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The email includes recent login details and a link to report if the activity was not performed by them.
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If the claimant reports their account as compromised, they will need to reset their password before regaining access.
The Security Team is automatically notified, and the claimant receives a confirmation email with a reset link. This process helps secure the account while maintaining ECOMP access.
Credit Freeze and TransUnion (TU) Alerts
In many cases, credit freezes block verification attempts. The claimant must address this with TransUnion (TU) to regain ECOMP access.
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If a freeze is in place, contact TransUnion’s Credit Freeze Department at 1-888-909-8872.
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For other issues, call the main TransUnion number at 1-800-916-8800.
If an alert triggered by failed attempts remains unresolved, the 30-day TU alert should clear automatically after expiration.
When to Contact the Branch of Technical Assistance
If the claimant still cannot access ECOMP after completing the above steps, they may contact the Branch of Technical Assistance at (202) 698-0040.
This number is only for technical issues related to ECOMP access — not for claims or case inquiries.
Account Verification Timeframe and Email Guidance
If an employee doesn’t verify their ECOMP account within 72 hours, it will be deleted.
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The claimant must recreate and verify their account again.
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Always use a personal email address when registering to avoid issues after leaving work.
If the claimant entered an incorrect email, the unverified account will automatically be deleted after 72 hours. They can then recreate it with the correct email address.
Supporting Agencies and Claimants with ECOMP
There are many reasons why claimants experience ECOMP access issues. However, understanding these common verification problems helps agencies provide effective guidance and support.
By using this information, agencies can ensure a smoother claimant experience and maintain system security.
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Frasco® Government Services delivers ethical and efficient solutions tailored to your needs. Have questions or want to discuss your investigative needs further?
Schedule a call with Craig DeMello, a nationally recognized expert in Federal Workers’ Compensation. With over 30 years of experience in public service, Craig provides practical insight and proven expertise to help clients navigate complex federal claims. As a Government Services Specialist at Frasco, he is dedicated to delivering clear answers and effective strategies to support your agency’s goals.
Disclaimer: This blog post is for informational purposes only and should not be considered legal advice. Please consult your general counsel for specific legal guidance. Frasco investigators are licensed, and our operations comply with US industry, federal, state, and local laws.