Massachusetts Registry of Motor Vehicles (DMV/RMV) Customer Service

Calling the Massachusetts Registry of Motor Vehicles can take one of two directions, depending on how you choose to navigate your call. With certain services, you'll get transferred to a live person, while others will have you work with the automated system and the website. As this is the main number for the Massachusetts RMV, either is equally likely depending on what the customer needs.

The difference is whether you have a question that a live person can theoretically assist you with. The Massachusetts RMV has gone to an all-virtual appointment system, so most inquiries need to start with setting up an appointment. Licensing, for example, falls under this category. When I called the Massachusetts RMV, I was first told that all RMV inquiries had an in-person appointment recommended.

If I chose not to make one, I could come in as a walk-in customer, but I would need to wait behind all customers who had made an appointment. If the RMV could not serve me that day, I would need to come back another day. I was then brought to the main menu, where I selected licensing among the list of options. The system explained that licensing did fall under the requirement of in-person services and provided me with two options.

If I was ready to make an appointment, I could do so over the phone by making that selection. Alternatively, if I was not yet ready or had already made an appointment and needed information, I could have the RMV send me a text with all the documents I would need to establish my identity and get my Massachusetts driver's license.

I opted for the second one, and the system asked me to confirm my phone number. I did so, and as soon as I did, my phone buzzed with a text from the Massachusetts RMV with a link to their website with license ID requirements. At that point, the system automatically hung up.

When I checked out the link, I found that I could start the application process for a new license online and complete anything that needed to be done in person later. The website also provided information on what counted as documentation for each class of license and what my options were if any identification was not accepted.

Overall, I thought this system was well set up. You can talk to a human if you need to for different inquiries, which I've done on previous calls. But if you don't need personal assistance, the automated system works very well. You get all the information you need, and if someone is mobile-only for their internet, they have an option by getting the link sent straight to their phone. If I were a legitimate Massachusetts RMV customer, I would use this number if I needed assistance.