Fix AARPS login failures
If your AARPS access fails, the fix depends on the failure type. Login.gov and SSA control the actual authentication and portal status; once access is restored, a team admin or manager updates credentials or clears the login problem in Chronicle.
Identify the failure mode
Match the alert or behavior to one of the recovery paths.
What you see | Failure mode |
|---|---|
Login.gov password rejected or invalid credentials | Invalid login.gov credentials |
Invalid OTP after repeated attempts or authenticator error | Invalid OTP or authenticator secret |
Login.gov identity verification not completed for SSA | Identity verification incomplete |
Browser or device security check failed | Device check failure |
Invalid login.gov credentials
A team admin or manager must update the stored Login.gov username and password in Chronicle after confirming they work on the SSA portal.
The team admin logs in to AARPS directly via Login.gov to confirm the username and password are correct.
In Chronicle, the admin opens the AARPS settings tab and updates the Login.gov username and Login.gov password fields to the confirmed working values.
Click Save Login.gov. Chronicle resumes AARPS checks automatically.
Invalid OTP or authenticator secret
The stored authenticator secret must be a valid base32 code so Chronicle can generate the current one-time passcode for Login.gov.
Check that the Login.gov authenticator secret entered in Chronicle contains only letters A–Z and digits 2–7. For setup guidance, see Add AARPS credentials.
Click Request OTP code to generate the current 6-digit code from the stored secret. The code is valid for about 30 seconds.
If the secret is incorrect or you changed your Login.gov authenticator app, update the secret field with the new value and save.
Identity verification incomplete
Login.gov requires completed identity verification linked to SSA services before you can access AARPS.
Log in to AARPS directly.
Complete any remaining identity-verification steps required for SSA portal access.
Return to Chronicle and retry the AARPS connection.
Device check failure
Login.gov may block automated or unfamiliar browser sessions. Retry from a known browser configuration or clear the security hold.
Log in to Login.gov directly from the same network and browser profile you normally use.
Confirm you can reach AARPS after authenticating.
If Login.gov showed a security prompt, complete it so the device is recognized.
Have a team admin clear the AARPS login problem in Chronicle so the system retries.
Only team members with the Manager, Admin, or Billing owner role can manage AARPS credentials and clear login problems. AARPS access is disabled for View only, Restricted, and Staff roles. For more details see View roles and permissions.