Frequently Asked Questions about your Online Account
Online Case Information
A secure online account is available for people who are a party to a child support case or who have the authorization to access case information. Visit the login page to create your online account.
Parents and Families
Parents and caretaker relatives may use an online account to view and update information about their case. With your online account, you can:
- Update your personal information (address, phone number, email, etc.)
- View payment and case information
- View and track scheduled appointments
- Upload documents
- Correspond electronically with the Oregon Child Support Program
Customer Service
For assistance with your online account contact Customer Service by email at ChildSupportCustomerService@doj.oregon.gov or call 800-850-0228.
Customer Service is available Monday through Friday, 7:00 a.m. – 5:15 p.m.
Attorneys
An online account can give you access to case information for your clients with a child support case.
Third-Party Inquiries
For payment records for third-party inquiries (including income verification requests related to housing), please submit a signed Authorization to Disclose Payment Records (PDF) » by email to ChildSupportDirectorsOffice@doj.oregon.gov. If you do not have email, fax it to 503-947-2578.
Note: If you obtain information fraudulently or without specific authorization, you may be subject to civil and criminal prosecution.
Title Companies and Escrow Agents
Contact the Title and Escrow Assistance Desk by email (ChildSupportTitleandEscrow@doj.oregon.gov) or by phone at 503-986-2518 to discuss any real estate transaction. Title companies and escrow agents can contact us to establish accounting services or determine whether a case for a customer already exists with the Oregon Child Support Program.
Insurance Payments and Settlements
If you have any information regarding an insurance or other settlement that may be payable to someone who owes child support, please contact:
Special Collections
Phone: 503-986-2518
Fax: 503-378-6012
Email: ChildSupportGarnishmentQuestions@doj.oregon.gov
Frequently Asked Questions about Online Accounts
Click here to visit our Child Support FAQ page.
- Open All
I’m locked out of my account, what do I do?
- Attempt to access your account. If your account is locked, you will receive a message letting you know. Click the UNLOCK ACCOUNT button from the locked account page and follow the prompts to unlock your account. You will be asked to answer your security questions. Once answered correctly you will be sent a temporary password that you can use to reset your password and regain access to your account. The temporary password will be valid for 72 hours.
Where do I find my PIN?
- Your PIN was sent to you in the Notice of Online Account Access mailed to you after your case was opened. If you no longer have the notice with your PIN, you can use the FORGOT PIN link on the View Case Information page to have a new PIN emailed. You will need your case number, date of birth, and Social Security number to complete the Forgot PIN process.
How do I log in?
- You’ll log into your online account using the User ID and Password you set when you created your account. The login page is at OregonChildSupport.gov/customerportal. If you haven’t created your account yet, use the Register Here link from the login page to get started.
Why do I have to log in every nine months?
- For security reasons, accounts are locked after nine months of inactivity. We take protecting your account information seriously.
Do I have to use an online account?
- No. However, having an online account does allow you to access your information anytime and from anywhere.
What do I do if I forget my security questions and answers?
- You will need to contact Customer Service to update your security questions and answers.
What is the “Time Sensitive Document” I received an email about?
- When we deliver a document to your online account, you will receive an email notifying you there’s a new document in your account to review. Not all documents require you to take action, some are informational only, such as annual notices. You should review all documents in a timely manner in case the document requires a response or action.
Can I access documents in my online account?
- You can access some documents within your online account. Not all documents are set up to be delivered electronically to your online account. Some documents require us to mail a physical copy. We are actively working to move as many documents as possible to electronic delivery. Only documents sent to you electronically are viewable within your account. Once you have logged into your account, use the Documents option in the menu to access the document page in your account. By default you will see all documents delivered to your online account in the current month. You can use the drop-down menu to select any of the last six months to view past documents delivered.
Why can’t I view all my documents in my online account?
- Not all documents are set up to be delivered electronically to your online account. Some documents require us to mail a physical copy. We are actively working to move as many documents as possible to electronic delivery. Only documents sent to you electronically are viewable within your account.
How do I know if my document is uploaded?
- A “Your file was uploaded successfully” message should display after submitting your upload. Documents uploaded through the Upload section are also viewable in the View Documents section after they have been uploaded.
Why can’t I see my password as I type it?
- This feature depends on the browser you are using.
Is there an app I can use for my online account?
- We do not currently have an app available.
Why am I getting locked out?
- You may be locked out if:
- You enter the wrong password or PIN too many times.
- You do not access your account for nine months.
- Your temporary password expires after 72 hours.
- You answer your security questions incorrectly when resetting your password.
How do I send or upload documents through my online account?
- You can upload documents to send to us using the Upload Documents section on the My Documents page within your account. You will use the SELECT CASE button to select the case number the document applies to and then click the SELECT A FILE TO UPLOAD button to attach your document. The file must be a PDF, TIFF, TXT, RTF, or CSV file and cannot exceed 24.9 MB in size. *Note: Notarized documents cannot be submitted electronically.
Why does it show I have a pending application?
- You have started an application for services but have not submitted it. From the Applications page, you can click the application number link to reopen the application and make sure you SUBMIT when you are finished.
Why can’t I get back into my pending application?
- The application number is a link to reopen the application.
How do I apply for services online?
- Create or log in to your online account. Use the Apply for Services link from the menu to begin the application process.
Can I contact my case manager through my online account?
- Yes. You may submit messages through your online account from the Messages page.
How do I give access to my online account to my attorney?
- You cannot add an attorney within your online account at this time. You can notify us who your attorney is by message in your online account, phone, letter, or email. Once we add your attorney to your case, they can view your case information in their online account.
What can my attorney see from my online account?
- Your attorney can view payment information, documents, and messages for the case they are listed on.