Service Member/Civilian Frequently Asked Questions
The FAQ questions and answers on this page are provided by the DPS System Response Center to assist DPS customers with commonly asked questions and to provide a knowledgebase of hints and tips regarding DPS. If you have any questions about these FAQs, please contact the DPS System Response Center at (800) 462-2176 or DSN 770-7332.
I forgot my User ID and Password, how to request a new one?
To request a password, click 'Forgot Password' tab at top of this screen.
What is a permanent contact address?
The permanent contact address is an address that can be used to contact you, regardless of where you are in the moving process.
How do to check my shipment status?
Please log into DPS select "Shipment Management" tab. To review your shipments, click the Shipment(s) and Status link and the Customer Shipments Main Page appears. Select 'Shipments and Status and in the "Customer Shipments Main Page" the Shipments List look under the Current Status column.
How do I locate my city in DPS when I'm performing self-counseling?
Please type the first four letters of the city without clicking "Find" or using the "Enter" key. The city will appear in alphabetical order based upon the state you are searching. Select the correct city and continue with the self-counseling process.
Can I change my pick-up date after the pre-move survey has been done?
No, you must contact the TMO office to change pick-up dates under all circumstances including change of orders.
When does my seventy-five days start to file a claim?
The date begins the moment the shipment has been delivered to your residence.
I have not received my claim settlement from the mover, what should I do?
If you do not receive payment within 30 days, you can transfer a settled claim to your MCO after you have made reasonable attempts to rectify this with the TSP.
How do I create a claim?
Prior to creating a claim, the shipment status must read "Delivered Complete" Users can reference page 48 of the DOD Customer Claims User Guide under the Training Tab and/or use the create Claims tool on the Claims Home page. Please remember select SUBMIT in order to file your claim.
What are the claim statuses and what do they mean?
DPS tracks the status of each claim. While preparing a claim, its status is "In Progress". This permits the DOD Customers to accumulate all necessary information during multiple DPS sessions and defer claim submission until everything is complete. Once the claim information is complete, the DOD Customer submits the claim. This changes the status of the claim to "Submitted". DOD Customers or the TSP can add or modify claim information while status is "Submitted".
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