Virginia Department of Motor Vehicles — Customer Service: Practical, Expert Guide

Overview and purpose

The Virginia Department of Motor Vehicles (DMV) is the primary state agency for driver licensing, vehicle registration, titles, commercial licensing, and related customer services in the Commonwealth. The DMV operates centralized customer-support systems, field customer service centers and a network of DMV Select partners to serve motorists and businesses; these channels handle millions of transactions annually (registration renewals, license renewals, title transfers, driving records and more).

This guide explains how to interact with Virginia DMV customer service efficiently: where to go, which services are available online vs. in-person, exactly what documents you must bring for common transactions, hours and contact points, payment options, ADA and language assistance, and how to handle suspensions or file complaints. Use the official site (https://www.dmv.virginia.gov) and the phone number below for real-time changes to fees and hours.

Primary contact information and hours

Main headquarters and customer correspondence: Virginia Department of Motor Vehicles, 2300 West Broad Street, Richmond, VA 23220. Primary customer-service telephone: 804-497-7100. For hearing-impaired customers use the Virginia relay number 711. Official online resources and many transactional services are at https://www.dmv.virginia.gov — the DMV site also contains branch locators, appointment booking, forms and up-to-date fee schedules.

Standard customer-service center hours are typically Monday–Friday, roughly 8:00 AM–5:00 PM; specific branch hours vary and some locations offer limited Saturday service by appointment. The DMV contact center and online services operate to handle common needs; many transactions (payments, renewals, address changes) are available 24/7 online, while identity-sensitive transactions (REAL ID, first-time licenses, certain title transfers) require in-person visits and original documentation.

Branches, DMV Select and appointments

Virginia maintains approximately 75 full-service DMV customer service centers statewide and hundreds of DMV Select or partner locations for limited services (title drop-off, registration renewals, inspections, etc.). Use the DMV branch locator on the website to find exact addresses, maps and current wait-time estimates. Making an appointment online reduces average in-branch wait times substantially—book through the “Appointments & Wait Times” section on the DMV website.

When visiting a branch: arrive with all required original documents, and bring payment (card, check or cash where accepted). Popular seasonal peaks occur in January–March (insurance/registration tasks) and late May–August (new residents, student drivers); plan extra time during these windows and verify branch-specific services before traveling.

Online services, eligibility and restrictions

The DMV’s online portal supports vehicle registration renewal, driver’s license renewals for eligible customers, address changes, ordering driving records, paying reinstatement fees, scheduling road tests, paying select tickets and printing temporary registrations. Online transactions accept major credit/debit cards and eCheck; you will receive an electronic confirmation and, for registrations, often an immediate temporary registration PDF you can print.

Transactions that generally require in-person presence: first-time driver’s license issuance, REAL ID upgrades, out-of-state license transfers when identity or residency documentation is required, certain name-change transactions, and some title transfers (for example, when the title is missing or a lien release must be verified). Check the eligibility questions on the website before attempting an online transaction to avoid delays.

Required documents for common transactions

• REAL ID or driver’s license issuance/upgrade: one proof of identity (original or certified U.S. birth certificate or valid U.S. passport), proof of Social Security number (SSN card or W-2), two proofs of Virginia residency (utility bill, bank statement, lease, mortgage statement dated within 60 days), and any legal name-change documentation (marriage certificate or court order). REAL ID vs. standard: REAL ID-compliant credentials will be required by DHS for domestic air travel or entry to certain federal facilities on or after May 7, 2025.
• Title transfer (purchase/sale): original vehicle title signed by seller(s), odometer disclosure if required (typically for vehicles <10 years old), valid photo ID, proof of insurance, completed Application for Certificate of Title and Registration (VSA 17A where applicable), and payment for title/registration fees plus any applicable local taxes.
• Registration renewal: current registration card, proof of insurance that meets Virginia minimum liability limits (commonly $25,000 bodily injury/person, $50,000 bodily injury/accident, $20,000 property damage), and payment. Online renewals require that your record has no outstanding issues (suspended license, unpaid tolls/tickets, safety recall holds in some cases).
• Commercial Licensing (CDL): proof of identity, appropriate medical certification (Medical Examiner’s Certificate Form MCSA-5876 or long form Medical Examiner’s Certificate), proof of residency, previous CDL if applicable, and payment for testing/endorsement fees.

Fees, payments and receipts

Virginia DMV fees vary by transaction and vehicle characteristics (e.g., registration fees are influenced by vehicle weight and locality). Typical examples: passenger vehicle registration base fees commonly start near $40 per year but can range higher depending on locality; duplicate title fees are often low (for example, $15 in many jurisdictions); and driver’s license renewal fees are shown on the DMV fee schedule. Always confirm current exact amounts on https://www.dmv.virginia.gov/fees before payment—fee tables are regularly updated.

Accepted payment methods: online payments accept major credit/debit cards and eCheck; in-person branches accept cash, check or card (verify card acceptance and any convenience fees with your local branch). For transactions that require receipts for employer reimbursement or insurance, request a printed receipt at the counter or download/print the emailed confirmation after an online transaction.

ADA, language access and special assistance

Virginia DMV provides accommodations for customers with disabilities and language needs. If you need ADA accommodations (wheelchair access, extended appointment times, or assistance completing forms), contact the branch in advance or use the DMV customer-service phone line to arrange services. The DMV also offers interpreter services or multilingual forms in major languages on request; confirm availability when you schedule an appointment so the branch can prepare.

For vision-impaired or mobility-limited customers who cannot travel, some transactions may be completed by mail or through limited authorized agents—check the DMV’s “Mail & Online Services” pages for the exact forms, notarization requirements and acceptable substitutes for in-person identity verification.

Suspensions, hearings, and complaints

If you receive a notice of license suspension or disqualification, act quickly: administrative hearings for certain suspensions (for example, DUI-related actions) often require a hearing request within 10 calendar days of the notice to preserve appeal rights. To request an administrative hearing or obtain detailed instructions, use the DMV contact page or call the customer-service number above to be directed to the appropriate DMV hearings or driver improvement unit.

To file a complaint about customer service, branch conduct, or transaction errors: use the DMV online contact form (https://www.dmv.virginia.gov/contact-us), call 804-497-7100 and ask for Customer Relations or submit written correspondence to the Richmond headquarters address. Include transaction numbers, dates, photo ID number and copies of receipts to expedite resolution. The DMV documents escalation procedures and typical response timeframes on its website; keep copies of all correspondence.