Case 05 · Motus problem file
STUCK Readout first. Full fix below. This page asks for nothing — no login, no PIN, no email.
Under the old Portal, access was looser; records accumulated stale contacts for years. Motus made the company-official email the key to the record, so every stale email in FMCSA's data became a locked door at once. Service guides through 2026 consistently rank email mismatch among the top Motus claim failures.
Read the label
Carrier-reported, not in FMCSA's guides: putting 'COMPANY OFFICIAL EMAIL CORRECTION' plus the USDOT number in the ticket subject line gets the ticket routed to the records queue instead of general support, and carriers report noticeably fewer bounce-back questions.
Because you can't get inside the record until the email matches — that's the lock working as designed. Only FMCSA can edit the official contact from outside, which is what the ticket is for.
Ownership proof: formation documents (articles of organization), the EIN confirmation letter, and the owner's government ID. The sizing research on this problem is blunt — FMCSA asks for ownership proof on these corrections, and a ticket opened without it restarts the clock when the reviewer requests it.
Yes, a structural one. If the service relationship ends, your record's key is in someone else's inbox. Many carriers use the correction ticket to move the official email to an owner-controlled address and give the service access afterward, not the other way around.
The free readout above tells you where you stand. The Playbook works this case end-to-end: the expanded walkthrough, the copy-paste ticket template with the exact fields FMCSA requests, and the escalation scripts for when the queue stalls. The complete correction ticket template (subject line, body, field order), the ownership-proof pack checklist, and the 30-day follow-up script.
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Included in the $49 Fix-It Playbook — one-time payment, every problem, every template. Not a filing service: you stay in control of your own record.
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