To better protect customer data and align with security standards, the CWDS Customer Service Management (CSM) Portal hosted by ServiceNow will begin enforcing Multi-Factor Authentication (MFA) starting August 29, 2025.
What is Multi-Factor Authentication (MFA)? MFA adds an extra layer of security to your account by requiring two or more verification factors to prove your identity. After you enter your username and password, you will be prompted for a second step, such as a code from an authenticator app on your phone.
What to Expect
The CSM Portal will be unavailable on August 28, 2025, between 6:00PM – 11:59PM. Starting August 29, 2025, you will have one of two different enrollment experiences.
- If you log in between August 29, 2025 - November 26, 2025:
- If you do not log in until after November 26, 2025:
Need Help?
If users experience any issues setting up MFA, please contact the CARES Service Desk through the CSM Portal (if able to log in). Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.