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:06/03/2025

  Type:Product 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 now spent 15 hours trying to get in. The authentification process is not working for me. Sent several tickets but "***" does not understand what i am trying to say. Speaking computer is very difficult for me as I am an old lady. I am trying t to book an Alaska cruise. As a veteran I am eligible for a discount. However I need ID.me to get it. Where can I get help?

  

  Business Response

  Date: 06/04/2025

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

  Customer Answer

  Date: 06/04/2025

  Thanks for your help.  **** at Support@idme got me fixed up.  Could not have done it without your help.

   

  **** ******

   

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

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

   

• Initial Complaint

  Date:06/01/2025

  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.

  Scam used by Lowes to verify that you are military to get military discounts. ID.me is unreachable and will not verify me in any shape or form. I am a retired Major from the *******. I have been trying for over a year now to try and get a military discount at ***** and have been unable to do this with an updated phone number to ID.me. I have given up on Id.me and have closed my new account because they have done absolutely nothing to help me get my information updated .

  

  Business Response

  Date: 06/02/2025

  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 today, 6/2/2025.

  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:05/30/2025

  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.

  This issue is urgent. I have submitted multiple help Tickets through ID. Me They have been unable to contact me and provide me with any *********** identity has been stolen. My Social Security number has been compromised on their website to verify myself. I know the individual who stole my identity. He is my ex-husband, **** ******** , who I have a restraining order against. I would like to get into the **********************. I was in the process of changing last name Now I have realized he has also breached the *** through ID.me I need to get in contact with the company, this has been ongoing. There has been no solution. I would like to formally address a complaint about their business practices and not being able to get in contact with them to verify your identity for government agencies. As well as the ********************** and the *** have told me that I might need to get a new Social Security number because they don't know how to contact IDME. This seems ridiculous. Please help me urgently to resolve this problem. I would like to not have to go through the hassle of changing my Social Security number because someone has stolen my identity. I would like to speak to someone from the company fraud department

  

  Business Response

  Date: 06/02/2025

  Hello *******,

  I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to resolve your account concern on 5/31/2025.

  Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

  All the best,
  ID.me

• Initial Complaint

  Date:05/30/2025

  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 sister needs temporary disability for a new diagnosis of breast cancer. She has filled out the ** temporary disability forms. She has called them repeatedly without success. One of the personnel said she had to fill out the ID.me so her information would get to them. Right now it looks like she hasnt filed a claim. The ID.me has to be the most difficult app to use. Not user friendly for a non computer literate person. Nothing can be fixed easily. They have an area with activities which lists professional jobs with licensing. She isnt licensed for her job as a Cardiac monitor tech. So what should she do? Support is BS. There is no one to call. She has received any money. Its been a month! P,ease help.

  

  Business Response

  Date: 06/02/2025

  Hello ********,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 6/2/2025, to help resolve your issue. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

  All the best,
  ID.me

  Customer Answer

  Date: 06/03/2025

  [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:05/29/2025

  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 opened several tickets to resolve my account issues. Lastest Id.me support ticket is *********. I am very frustrated with the automated responses (and closures) of support tickets without actually resolving the problem. Chat bot is automated as well as responses to opening a support ticket. Issues surround a suspended account that I am unable to delete for the purposes of merging into another already verified account.

  

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/26/2025

  Type:Product 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 account was suspended with no notice of termination or listed grounds of suspension. I am a ******* resident. I have been sending support tickets on their site since March of 2025 in preparation for tax season. ID.me is required to obtain an IRS IP PIN to file taxes online, so this suspension is actively costing me money as I can not file by mail. I have not heard back from support on any of my submitted tickets except for one automated response which asked me for the following:1. Have you shared any email address(es) and/or password(s) for your ID.me account(s) with anyone?No, I have not.2. Was the email(s) on your account(s) created for you by someone else?It was created by me.3. Does anyone else have access to your account email(s)?No.4. Were you told that you need to verify your identity for a job opportunity, background check, or for a family member or friend?No. I need to verify my identity to fulfill a tax return as well as to authenticate student status. 5. Is someone contacting you to guide you through the identity verification steps?No. I replied to this email multiple times, but the ticket was never escalated to a human reviewer. On 5/5/2025, they had the gall to update the ticket with an email asking "Do you still need help?" as if my SUSPENDED ACCOUNT problem had been resolved. Calling their support line from public-facing numbers reaches a portal with no human operators in any options -- I exhausted all of them. Through the **** I reached a private ID.me line, which also had no humans.I was unable to file my tax return in April because ID.me's mishandling of my information locked me away from receiving an IRS IP PIN. 2 months into this process, I am unable to receive important student discounts across other 3rd-party services because ID.me has locked me out.Why was my account suspended? I have done nothing suspicious. I have used this service exactly as intended, as a law-abiding American Citizen.Regards,******* ******

  

  Business Response

  Date: 05/28/2025

  Hello *******,

  I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account on 5/27/2025.

  Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

  All the best,
  ID.me

• Initial Complaint

  Date:05/26/2025

  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.

  I cant get into my account old phone number ************ is linked. I am able to login with email *********************** password Dulanoladon2011! but when i try to reset my *** if says unable to do so. I made new login with ********************* phone number ************ i did a face scan and provided front and back license but it prompted me to login with the old account which is an endless cycle because due to the *** the login is useless. Please help verify me and update my info. Im trying to see my *** transcripts so please help. i uploaded pictures of my license front and back and me holding my license and my *********** card :) please help

  

  Business Response

  Date: 05/28/2025

  Hello Mia,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 5/28/2025, to resolve the account recovery issue you were having.

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

  All the best,
  ID.me

  Customer Answer

  Date: 05/28/2025

  [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:05/26/2025

  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.

  ID Me is the worst way to verify identity. I tried to submit my information many times for the *** and Security Benefit. I have tried at least 20x. I have called the many numbers I have googled and emailed ******************* the email provided and have gotten nowhere. Not sure why this is used for a government site when you can never reach a person to help. I keep getting the error code E4301 when I try to verify my identity. I have an account, why can I not just sign in? This is the most irritating way to get to an account. I need to know why I keep getting the error code. I do have two ID Me accounts because we needed one at work for a site we use for taxes. Not sure why we need to make multiple accounts. My deceased husband had an account and I think I changed his email sign in to mine so maybe that is the problem. The fact that it just says error code instead of the exact problem does not make sense. How are we, the consumer going to know what that means?

  

  Business Response

  Date: 05/28/2025

  Hello *****,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 5/28/2025 to help get you verified and resolve this issue.

  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:05/23/2025

  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.

  We received a letter on 5/20/2025 from the *** requiring us to verify our ID and tax return. We called the ************ hotline and got a recorded reply saying due to high call volume, to call back later - like the next day!The 2nd IRS letter received 5/22/2025 required us to verify online. The ** code led to ******************************************************. After many failed attempts the website accepted my driver's license uploads, then told me my Nexus 7 camera wasn't capable of scanning the selfie it needed and to try again with a different camera! The service gave me no other options, other than to call their help line which brings me back to my first problem.I have no idea of my ID status !!!

  

  Business Response

  Date: 05/28/2025

  Hello *****,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 5/28/2025.

  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:05/23/2025

  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.

  I have filed for unemployment since March 2025 I have tried plenty of times to submit a ticket and reach someone in Id.me this website is useless, unhelpful and injustice ID.ME has my date of birth incorrect according to *************** DEO unemployment. There is no way to get this corrected on their site as it shows I have already been verified member since 2020. I have tried to follow steps email sent me and gets me no where. Cant sent up Video chat either. Need help reaching ID.Me worst customer service ever.

  

  Business Response

  Date: 05/23/2025

  Hello ******,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 5/23/2025 to complete your DOB correction. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

  All the best,
  ID.me

  Customer Answer

  Date: 05/23/2025

  [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 has not satisfied me. They say theyve update my account but did not even ask what the problem was or ask for the correct date of birth. 
  
  Regards,
  
  ****** ******