Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My idme account was suspended and I need help getting it back in order to file my irs

  

  Business Response

  Date: 07/15/2025

  Hi,
  
  An ID.me agent has reached out to support. 
  
  Best, 
  ID.me 

  Customer Answer

  Date: 07/15/2025

  They havent get back to me on email to sort the issue 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  
  

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to delete a duplicate account created as per their advice. Followed their instructions, promptly; never respond nor take any steps to resolve the problem. This is an addendum to my previous complaint with the same company, act like 'gatekeeper' for government services! And, they do not respond unless make an official complaint thru a third party. It's ridiculous, Right!!My previous issue was "suspended account for no reason". After contacting BBB, they immediately resolved the issue. I thought they changed the process. NOPE, still same!

  

  Business Response

  Date: 07/11/2025

  Hello Suma,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today with a resolution. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

  All the best, 
  ID.me Member Support

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:07/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ID.me has appeared to farm out their customer service to AI bots that have no way to actually address a concern. There is no phone number to call and their email responses are also automatically initially produced by **. For my account, I attempted to find a way to log onto a video call to get my account issues resolved and there was no link or window that would allow me to do so. When I attempted to use the help feature, it just kept routing me back to the help center.I am a physician and my practice depends on e-prescribing. I have been unable to verify my information or change any information I input because I had an old account from years ago. Despite deleting the old account, it still will not allow me to verify my information. This would be a simple issue to resolve if ID.me allowed any actual customer service representatives to speak with clients directly rather than having everything be filtered through AI. If there are enough people with this concern about erroneous accounts locking them out that there needs to be a separate page dedicated to it on the website, it begs the question of why this process is not more user-friendly.

  

  Business Response

  Date: 07/11/2025

  Hello ********,

  Thank you for bringing this to our attention. We are glad that you were able to resolve this issue with the help of our team on 7/10/2025.

  Should you have any additional issues, please reply back to the most recent email you received from ID.me Member Support.

  All the best,
  ID.me

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ID.me has repeatedly suspended my account despite my having uploaded all required identity verification documents, including both my valid U.S. passport and state-issued ID. This ongoing issue has created a significant hardship by preventing me from accessing the *** website at a time when it is urgent and legally necessary for me to do so.

  

  Business Response

  Date: 07/09/2025

  Hi,
  
  An ID.me agent has reached out to assist. 
  
  Best, 
  ID.me 

  Customer Answer

  Date: 07/09/2025

  
  A customer service agent responded to me and provided prompt and professional assistance. I thank the business for prioritizing customer care.

  Best regards,

  ****** ******

  
  

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a veteran and cannot access the VA without an ID.me account. The military data center sent me some records (digitally) that I cannot access without an ID.me account. There are other accounts that I cannot access. I have an ID.me account, but they wanted to re-verify it and I have tried several times over the last 5 years and because I don't have a video camera on my computer, they won't help me. I even spoke to someone on the phone once and they had no clue "maybe you could go over to the VA". I went to the Middle East four times and I am incredulous that I am now being locked out of government sites because they cannot confirm (my already existing) account. There is no resource that I can find to appeal the the appropriate agencies.

  

  Business Response

  Date: 06/27/2025

  Hello *******,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted will be reaching out today, 6/27/2025, to schedule time and support you with verifying for the VA.

  We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

  All the best,
  ID.me

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All day I keep getting the same message saying "something went wrong" and not allowing me access to my ****** or healthyvet accounts. I have been using the same email for 2 years now. Need help **** to get access again, not sure whats going on. I have submitted tickets and have done what your AI has told me to do.

  

  Business Response

  Date: 06/27/2025

  Hello *****,

  Thank you for bringing this to our attention. We are glad that you were able to resolve this issue and were able to access your ID.me account as of 6/27/2025.

  Should you have any additional issues, please reply back to the most recent email you received from ID.me Member Support.

  All the best,
  ID.me

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted multiple support emails without any response. Sat in "verification calls" for hours without anyone joining. I have been trying to access the *** website for multiple days, but cannot get anyone to verify me from ID.me. I am following all the steps they provided on their help pages, but they refuse to respond.

  

  Business Response

  Date: 06/27/2025

  Hello ****,

  I apologize for the difficulty youve experienced with your ID.me account. We contacted you today, 6/27/2025 offering further support. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

  All the best,
  ID.me

• Initial Complaint

  Date:06/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created an account with ********************** using an old email address that I no longer have access to. The platform does not provide any way to delete, deactivate, or unlink that account. When I created a new account using my current email, it allowed me to proceed, but now I cant complete verification because the old account still exists in the system.I dont remember the password for the old account, and after several failed attempts, I am now locked out. I have reached out to customer service multiple times, but there is no real help. Theres no live support, no callback option, and the automated responses do not solve *********** a veteran, this has made a basic task way more difficult than it should be. I simply want to verify my status. Why is there no option to scan a barcode or pull secure identity directly from my VA account? The process is broken and overly complicated.ID.me is making it harder for veterans to access benefits. I am requesting the following:1.Delete or deactivate the old account tied to my previous email.2.Allow my current account to complete ********************** real customer service to help people with account access problems.Veterans deserve better.

  

  Business Response

  Date: 06/23/2025

  Hi,
  
  Our records show that on 6/21/25 an agent reached out and resolved your issue.
  
  Best,
  ID.me 

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to change my last name on ID.me four times. I have provided requested documentation of my drivers license noting my name change and my marriage license. It takes 3 days and all requests have been rejected with no reason. I need my updated last name on Id.me to apply for disability for my maternity leave and ID.me is incompetent in their abilities to verify my identity in a timely matter, therefore delaying my ability to apply for disability. This incompetence disproportionally affects women who have opted to change their last name after being married and being made to jump through obstacles to simply update a last name with legal documentation provided.

  

  Business Response

  Date: 06/20/2025

  Hi,
  
  After looking into this, we see that your name has been updated as requested. 
  
  Best,
  
  ID.me 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My girlfriend and I had received an ****** gift card purchased online and printed out from the computer. I went online and tried to use it in my account. I was not allowed to use the paper print out card. after several attempts to purchase something. I called 7 + times . After each purchase attempt It stated I needed to take a picture of the back of the card. After calling and explaining what was happening the ****** representative said it was fine and to purchase something. I tried to explain to them that I could not take a picture of the back. Because it was a printout. I was just assured it would work. With one person hanging up on me and multiple representatives just reciting from a written rebuttal sheet. Finally after the 8 call someone helped me purchase a flashcard. I had explained to them I had a claim code for serial number and everything. I sent in a photo of the paper printout. I got the flashcard. Then after that I tried to order a ************* but was denied. So it was held up like the earlier attempts. After 10 calls now and 8 plus wanted hours I no longer wish to purchase anything or waste another minute of time on their site or calling them. I asked for a refund. I can't buy anything so I was plain sick of the whole process. No they said they had to send it to the escalation department and would hear from them in 2 days. Called again they said 7 days. Called again after 10 days. I am losing my mind trying to deal and call these people to resolve this.

  

  Business Response

  Date: 06/18/2025

  Hi,
  
  Please reach out to amazon as ID.me does not provide gift cards.
  
  Best,
  
  ID.me