CUSTOMER SUPPORT

Military Personnel Flight

Address

Bldg 1414 Arkansas Rd.

Joint Base Andrews, Maryland 

20762

Room 4

Phone

(301) 981-4141

 

Hours of Operation
Mon-Fri: 9:00am-3:00pm

*The ID Card office remains open on the 2nd & 4th Thursday of the month from 9:00am-3:00pm.

Closed on Weekends, AFDW Family Days and Holidays

*Make an ID Card appointment at: https://idco.dmdc.osd.mil/idco/locator

Email

316.fss.customer.support@us.af.mil

Feedback

ICE Comment

 

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The Customer Support Element is responsible for three main programs: ID Cards/DEERS Updates, INTRO (in-processing for new members), and Leaveweb. A detailed description and information is provided below for each program. To contact a customer service agent, call (301) 981-4141.

ID Cards/DEERS Updates Services: Please note that the Joint Base Andrews MPF experiences longer than usual wait times due to high customer frequency (90-min to 3-hour wait times). We take pride in serving all of our customers; however, we suggest that it may be a faster experience for customers to visit another DEERS facility in the area or on-base rather than wait at JBA. There are additional ID Cards/DEERS facilities located within the National Capital Region.  

*Make an appointment at: https://idco.dmdc.osd.mil/idco/locator

*Need a retiree/dependent ID card? JBA's Military Personnel Flight has installed two new kiosks for renewing or replacing retiree/dependent ID cards, located inside the ID Card Office at Bldg 1414 and the BX food court next to Taco Bell. Just bring two forms of ID and skip the line! We'll work on your IDs after your submission and email you when they are ready for pick-up!

Renew Your DoD ID Online!

 

Step 1:  Fill out the “Application to Renew” form.

Step 2:  Sponsor Certify the DD Form 1172 online. Have the sponsor (CAC holder or Retirees can create a DS log-on) access the DMDC website, click "Replace ID" next to dependent name, certify the DD Form 1172 for the dependent who is renewing his/her ID card using this link: 
https://www.dmdc.osd.mil/self_service/rapids/unauthenticated?execution=e1s1

 

Step 3:  Sponsor will submit pictures of dependent and two supporting IDs via DoD SAFE: https://safe.apps.mil/

  • Select "Drop Off".

  • List your information in the appropriate spaces "316.FSS.Customer.Support@us.af.mil” (this is the "To" Block).

  • Drag over the files you wish to attach to the email.

  • Select the name and use "Customer Support Box".

  • *Files required include:

  1. Two Supporting Identifications (2 forms of unexpired ID with the EXACT same name - front only).

  2. Photo of the dependent for the ID card (passport style, from shoulders up, white/off-white background).

  3. Complete the “Application to Renew” form.

  • Select "Send".

 

Step 4:  Once the ID card is created, you will receive an e-mail from a Customer Service representative. If you do not receive an e-mail within 5 working days of the date in which you submitted your file, please contact us to inquire on the status. Once the new ID is created, the old one will become invalid and cannot be used to access the installation.

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