ood morning,

The NMVITS report for today will be blank due to an issue that IT experienced last night communicating with AAMVA/NMVITS. Support staff are working to resolve the issue. Monday’s NMVITS report will include both data from today and Monday.

Statewide Ticket: 218996

If you would like to speak to a Customer Service representative, please call us at 512-465-3351. Customer Service is available from 8:00 AM to 5:00 PM, Monday through Friday.

We apologize for the inconvenience and any impact on you or your customers.

Thank you,

Texas Department of Motor Vehicles 
Customer Service 
(512) 465-3351 

During today’s Texas Assessor-Collectors Association Conference, our toll-free number was requested.  You may contact us through the dedicated county-line at 512-465-3351 or toll-free at 877-933-2020, option 2 to be connected to a live customer service representative.

TxDMV customer service support is available from 8:00 AM to 5:00 PM CST, Monday through Friday.

Thank you,

Consumer Relations Division

Texas Department of Motor Vehicles

Texas.gov Payment Services Provider (Texas NIC) completed their maintenance updates as of 2:46 am on Sunday, June 9, 2019.

If you have questions about this change, please contact the STS Service Desk at stshelp@sharedtechnologyservices.texas.gov.

Thank you,

Department of Motor Vehicles

IT Services Division

3800 Jackson Ave

Austin, TX 78731

On Sunday, June 9, 2019, Texas.gov Payment Services Provider (Texas NIC) is scheduled to make minor network maintenance updates during the hours of 12:00 am to 3:00 am.  During this time, regular processing will continue and no impact is expected. 

If you experience any issues after the maintenance window, please contact Texas.gov Help Desk at 1-877-452-9060 or support@texasgovhelpdesk.com.

Department of Motor Vehicles
IT Services Division
3800 Jackson Ave
Austin, TX 78731

Please review and distribute as appropriate.

Three new specialty license plate guides are now available to assist you with customer plate orders.

Each guide provides illustrations of non-vendor specialty plates, including Military and Disabled Veteran plate options, along with each plate’s name as displayed in the Registration and Title System (RTS), and weblinks to the applicable order form. The guides will assist you in locating the correct plate in RTS and facilitate processing an order.

The first guide — titled “Specialty Plate Guide” – contains specialty plates issued by the state, except for military and Disabled Veteran specialty plates. The guide includes collegiate plates, qualifying plates, Go Texan plates, and specialty plates for general distribution.

The second guide — titled “Specialty Plates Military Plate Guide” – contains all military specialty plates, including those issued for military service, military recognition, and military meritorious service.

The third guide — titled “Specialty Plates Disabled Veteran Plate Guide” – contains all Disabled Veteran specialty plates and the Surviving Spouse of a Disabled Veteran specialty plate.

The guides are available on the Tax Assessor-Collectors webpage of www.TxDMV.gov, which is accessible via the Registration and Title System. For questions regarding the guides or to provide feedback, please contact your nearest TxDMV Regional Service Center.

Thank you,

Jeremiah Kuntz, Director
Vehicle Titles and Registration Division
Texas Department of Motor Vehicles

If you have any questions concerning this communication, please contact your local TxDMV Regional Service Center.

Please review and distribute as appropriate.

The department is aware that there have been numerous consumer complaints filed against Fenton Hyundai for failure to timely transfer title. As such, customers of Fenton Hyundai are in need of more than three 30-day Permits. Fenton Hyundai is a dealership in the Dallas-area with customers statewide.

The department authorizes, through the Registration Manual, additional permits in circumstances such as this. The Registration Manual guidance is to seek further information from a customer who requests a fourth or subsequent 30-Day Permit. These customers should be questioned to determine the need for an additional permit. Customers’ circumstances can vary, but can include situations such as the one with Fenton Hyundai where a dealership is failing to transfer title in a timely manner.

Customers that have purchased a vehicle from a dealership and subsequently request to purchase a 30-Day Permit should be encouraged to file a complaint with the department for the dealership failing to transfer the title in a timely manner. Customers may file a complaint against a Texas dealership at https://www.txdmv.gov/motorists/buying-or-selling-a-vehicle?tab=consumer-protection.

Thank you,

Jeremiah Kuntz, Director
Vehicle Titles and Registration Division
Texas Department of Motor Vehicles

If you have any questions concerning this communication, please contact your local TxDMV Regional Service Center.

We received a report this morning that some credit card payment transactions on TxDMV systems were returning a credit card denied message for transactions that processed correctly.  This issue has now been resolved, however, some customers may have received multiple charges.

If you have a customer that requires a refund, please contact a TxDMV Customer Service Representative at 512-465-3351.  TxDMV customer service support is available from 8:00 AM to 5:00 PM CST, Monday through Friday.

 Department of Motor Vehicles
IT Services Division
3800 Jackson Ave
Austin, TX 78731
(512) 465-3351
ITSupport@TxDMV.gov

Good afternoon,

The Adobe printing issue has been resolved. 

We understand the Adobe printing issue may result in problems balancing your RTS or Cognos reports, or require a funds adjustment for transactions that did not print and voided in time. If you experience these issues, please contact a TxDMV Customer Service Representative at 512-465-3351, and they will log a ticket. 

To log tickets for these issues, we will need important information, such as:

• Workstation ID number
• Which reports are not balancing, and report dates
• Transaction ID number(s) and/or vehicle identification numbers
• Contact phone number and/or email address where someone can be reached

If you encounter new issues, please contact the customer service team at the same number, 512-465-3351.  TxDMV customer service support is available from 8 a.m. to 5 p.m., Monday through Friday. 

Thank you for working with us to troubleshoot each of your offices and workstations.  We apologize for the inconvenience and any impact on you or your customers.

Thank you,

Texas Department of Motor Vehicles
IT Services Division
3800 Jackson Ave
Austin, TX 78731
(512) 465-3351

Please review and distribute as appropriate.

Attached please find a draft of the Texas Department of Motor Vehicles’ (TxDMV) County Equipment Guide for your review. This guide is a reference document that was designed to provide tax assessor-collectors and their offices with information regarding requirements and procedures related to department-issued workstations and consumable supplies.

With over 3,000 workstations currently issued at county offices and full service deputy locations across the state, it was imperative that we review our procedures with the goal to improve efficiencies for all stakeholders. We determined that changes to current practices would result in a more streamlined process and better use of state resources. To that end, TxDMV plans to implement the updated policies and procedures that are outlined in the guide on September 1, 2019.

The County Equipment Guide will be a topic of discussion at the upcoming Tax Assessor-Collectors Association of Texas conference during the general session on Tuesday, June 11. Please take time to review the guide in advance of the conference as there will be a question and answer session following the presentation. After the conference, we will put the finishing touches on the guide and publish it to the tax assessor-collectors information hub at http://www.TxDMV.gov/tax-assessor-collectors.

Thank you for your continued commitment to providing quality service to Texas motorists, and I look forward to seeing you next month.

Jeremiah Kuntz, Director
Vehicle Titles and Registration Division
Texas Department of Motor Vehicles

Attachment

Please review and distribute as appropriate.

As you may be aware, the Texas.gov payment provider (NIC) transitioned the payment processor to First Data over the past several months. TxDMV, DIR and NIC greatly appreciate your cooperation to make the transition a success. Effective May 2, 2019, all counties were migrated to the First Data processor and NIC is actively trying to provide First Data portal credentials to a designated county staff member. The First Data portal will allow the counties to access chargeback documentation via an online tool in lieu of paper processing.

Due to the sensitivity of providing these credentials, NIC sent a survey on March 29, 2019, to obtain the contact information for your county. The survey was sent from TXpaymentupdate@egov.com and credentials are being emailed from MerchantServices@BusinessTrack.com. If you have experienced any issue with the email being received, please contact the Texas.gov Help Desk for assistance, at the number listed below. The Help Desk will be able to start the resolution process to allow your county to receive your credentials.

We’ve been working with DIR and NIC to address issues you have brought to our attention. Below is an update provided by DIR:

• The First Data batch cutoff time of 3:00 a.m. means that funds are arriving one day later than they used to. As a result, reports will be for Day 3 instead of Day 2.
• We understand that some banks are showing funds as “pending.” This is based on the way county funds are handled by some banking institutions when funds are expected but have not yet been received.
• Please remember the First Data training provided by Texas NIC to counties is available on the TxDMV website on the TAC Hub under the Webinars & Presentations tab. You can access the presentation directly at https://www.txdmv.gov/reports-and-data/doc_download/8649-texas-gov-payment-processor-transition.

Additionally, DIR is working with the Texas.gov Help Desk to better equip their staff to address your questions. Please continue to send your questions to the Texas.gov Help desk at 1-877-452-9060 or support@texasgovhelpdesk.com.

Thank you,

Jeremiah Kuntz, Director
Vehicle Titles and Registration Division

If you have any questions concerning this communication, please contact your local TxDMV Regional Service Center.