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Troubleshooting "Data Mismatch" Errors

Updated

Quick answer

A “Data Mismatch” error means the Driver License Number, last name, or date of birth you entered didn’t match what DOL has on file. The most common cause is a small typing difference — not a problem with your record.

Pull out your physical Washington driver license, then re-enter each field exactly as it appears on the front of the card.

In this article

  • What this error means
  • Common causes and how to check each field
  • Step-by-step: try again
  • When to contact DOL
  • Where to get more help

What this error means

After you sign in with WA.gov account, the course asks for your Washington Driver License Number (DLN), last name, and date of birth. These three pieces of information are sent to the DOL DRIVES system to confirm you’re the person who needs to take the course.

If any one of them doesn’t match what DRIVES has on file, the course shows a “Data Mismatch” message and asks you to try again. The course doesn’t see why it didn’t match — just that it didn’t — so the fastest fix is usually to recheck your entries against your physical license.

[ SCREENSHOT PLACEHOLDER ]

Figure 1 — The “Data Mismatch” message. Course identity verification screen showing the inline “We couldn’t verify your information. Please check and try again.” message.

Common causes and how to check each field

Most mismatches come down to small differences in how the information is typed. The table below covers the patterns we see most often.

Field Common cause What to check
Last name Typed differently from your license Include hyphens, apostrophes, suffixes (Jr., Sr., II), and spaces exactly as printed. Don’t add a middle name.
Last name Recent name change at DOL If you legally changed your name after your current license was issued, DOL may have it under the new name. Try the most recent name first.
Date of birth Typed in the wrong format Enter the date in the format that appears on the field. 
Date of birth Mixed up day and month Double-check before submitting again.
Driver License Number (DLN) Letter and number confusion Look closely for zero (0) vs. letter O, and one (1) vs. letter I. Read the DLN directly off the front of your card.
Driver License Number (DLN) Extra spaces or dashes Type the DLN as one continuous string, with no spaces or dashes.
Driver License Number (DLN) Using an old license If your license was reissued, the DLN may have changed. Use the most recent card.

Match what’s printed on the front of your license

Always copy your last name and DLN directly from your most recent Washington driver license. Don’t use your passport, your school ID, or how your name appears on social media — only the front of your WA driver license is checked.

Step-by-step: try again

If you see a “Data Mismatch” error, work through these steps before contacting support:

  1. Take out your physical Washington driver license. Place it next to your keyboard so you can read it directly.
  2. Click Try again on the error message to clear the form.
  3. Type your last name exactly as it appears on the front of the card. Include any hyphens, apostrophes, suffixes (Jr., Sr., II), and spaces. Don’t add a middle name.
  4. Enter your date of birth in the specified format.
  5. Type your Driver License Number with no spaces or dashes. Double-check zero (0) vs. letter O, and one (1) vs. letter I.
  6. Click Verify.

[ SCREENSHOT PLACEHOLDER ]

Figure 2 — Where each field appears on your license. Annotated Washington driver license sample with arrows pointing to (1) last name, (2) date of birth, and (3) Driver License Number.

⚠ Heads-up after three attempts

For your protection, the course will temporarily pause identity verification after several failed attempts in a row. If that happens, wait a few minutes and try once more with your physical license in hand. If it still doesn’t work, follow the “When to contact DOL” steps below.

When to contact DOL

If you’ve carefully retyped your information from your physical license and the course still won’t verify you, the issue is likely with the data DOL has on file rather than what you’re typing. DOL’s Information Services Division team can look up and correct records when needed.

You should contact DOL directly if any of the following are true:

  • You recently changed your name at DOL but the change hasn’t fully gone through.
  • You recently received a new license card with a different Driver License Number.
  • Your last name appears differently on your license than on other documents you use day-to-day.
  • You’re not sure if DOL has the most current version of your information.

How to reach DOL

  1. Call Driver Licensing Customer Service at (360) 902-3900 during business hours. Let them know you’re taking the Work Zone and First Responder course and getting a “Data Mismatch” error.
  2. Have your physical driver license, current name, and date of birth ready.
  3. DOL can confirm the information on file, correct any errors, and — if needed — perform a manual lookup so you can complete the course.

DOL or the course platform?

Contact DOL when the issue is your record — your name, DOB, or DLN itself.

Contact the course support team when the issue is the course — a screen that won’t load, a button that doesn’t work, or an error message you don’t understand.

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