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Business Profile

Identification Bureau

ID.me, Inc.
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

Customer Complaints Summary

  • 1,454 total complaints in the last 3 years.
  • 521 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 been trying to be verified by the ID.me for over 6 months now, to no avail, It constantly read that "something wasnt right" or "we couldn't verify your information",

    Business Response

    Date: 05/16/2025

    Hi,

    An ID.me agent has reached out to assist.

    Best,
    ID.me 

  • Initial Complaint

    Date:05/13/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Dear BBB, 1. The technology, software, infrastructures, systems, etc. used by ID.me have continued to fail many American customers, who are FORCED to use ********************** for identity verification. 2. In spite of repeated attempts to seek customer support, ********************** has failed to permanently resolve ongoing customer complaints.3. ********************** has failed to permanently and substantially improve their underlying infrastructure. 4. ID.me has failed to provide a clear, user-friendly, timely system of escalating customer support. 5. ********************** has failed to provide individualized phone support to customers. 6. I am one of many such aggrieved customers, experiencing severe, unreasonable, unnecessary harassment. 7. I am seeking to complete a one-time ID.me verification using the least invasive, most private method. I am seeking to use that one-time verification across organizations, as needed. 8. Please contact me immediately at my email and phone number provided.Thank you.

    Business Response

    Date: 05/15/2025

    Hi,

    At this time we do not offer in person verification for all our verifications. While we see that you need assistance, we have sent you an invite to our video verification option.

    Best,
    ID.me 

  • Initial Complaint

    Date:05/13/2025

    Type:Product Issues
    Status:
    Resolved
    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 not been able to log into my account since April 28. The account is "temporarily suspended." I submitted helpdesk tickets on April 28 and again on May 7. I responded to the automated email they sent each time with the requested information. Both times, there was no communication after the automated emails. ID.me does not provide any phone numbers or methods of escalating an issue. They seem to have so much control over access to personal government records, yet hold no accountability for that responsibility. How can I access my account? This is incredibly frustrating.

    Business Response

    Date: 05/16/2025

    Hi,

    An ID.me agent has reached out to assist. 

    Best. 
    ID.me 

    Customer Answer

    Date: 05/16/2025

    [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:05/12/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    The company suspended my account, consequently, preventing me from access my military service records.The company is not responsive to customer service request.

    Business Response

    Date: 05/16/2025

    Hi,

    An ID.me agent has reached out to assist.

    Best,

    ID.me 

    Customer Answer

    Date: 05/18/2025

    [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,

    Arinzechukwu Ofodile

  • Initial Complaint

    Date:05/11/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Cant sign in Cant get help 4 months No access to VA, SSA ZERO HELP NO HUMAN CINTACT AI, STUPID

    Customer Answer

    Date: 05/11/2025

    ****** complaint. Business compliant. Thanks

    Business Response

    Date: 05/15/2025

    Hello,
     
    Thank you for your response. Unfortunately, the only way to delete your account is for you to do it on your own or for you to submit a document through our secure portal so I can delete it for you. We do not offer video calls to delete your account. I apologize for the inconvenience.
     
    We do not currently offer outbound phone support, however, if you'd like, you can contact the VA and they can transfer you to us so that we can assist you with your account over the phone.
     
    If you have any further questions please reply to this email and I'll get you the help you need. 
     
    Best,
    ID.me 

  • Initial Complaint

    Date:05/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On Tuesday 05/06 I attempted to renew my membership as a first responder with ID me. I sent my current work ID as instructed on their website. They stated I couldnt use the same ID twice. Unfortunately they dont issue new every few years *** for my agency. So I attempted to upload two paycheck stubs identifying my title as Highway Patrol Trooper. I am a State Trooper in *****. That is our title. Theres no one else called Troopers. I was again declined because it says ************** in *****, the Highway Patrol are State Troopers. Their website advertises membership for State Troopers but Ive been declined and had an employee **** *. reviewing everything. They dont offer a phone number so I havent been able to talk to anyone by phone.

    Business Response

    Date: 05/15/2025

    Hi,

    Apologies for the issue here, you should be all set.

    Best,
    ID.me

    Customer Answer

    Date: 05/16/2025

    [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,

    ***** Faith

  • Initial Complaint

    Date:05/10/2025

    Type:Product Issues
    Status:
    Answered
    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 recently used a company recommended through id.me to purchase universal studio theme park tickets. Company they listed is ******* ************. I paid and purchased through id.me and never received my tickets. All I received was an email confirming of purchase but never received the tickets. I tried contacting the company and unable to get a hold of anyone either by phone or email. There website is no longer active and it states on ************************** the ******* ************ is suspended and under investigation. I then tried contacting id.me about this issue but they have no contact information except for an AI messenger that doesnt help with any issues or doesnt have anyone contact you in regards. Im hoping that ************************** can help me with this issue because I cant get a hold of anyone from either company. Thank you

    Business Response

    Date: 05/15/2025

    Hi ******, 

    Unfortunately we are not able to assist on the refund as purchase was made with the other company. 

    Best,
    ID.me 

  • Initial Complaint

    Date:05/09/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    On 05/01/2025 I changed my Password on ID.me because, I had reason to believe it had been compromised.05/02/2025 I attempted to log in to my *** account. I received an Error message saying my ID.me account was temporarily suspended. I attempted to contact ID.me only to discover they had no support phone number and their virtual Assistant ***, would not connect me to any living person.I filled out and emailed back the questionnaire their automated system sent to my email. To date I have had no response from that organization. ID.me controls a persons access to a number of governmental agencies. By restricting a persons access to these agencies causes significant hardships for people needing to access their accounts. I find **********************'s conduct in this matter totally unacceptable.

    Business Response

    Date: 05/16/2025

    Hi,

    An ID.me agent has reached out to assist.

    Best,
    ID.me 

    Customer Answer

    Date: 05/16/2025

    [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:05/08/2025

    Type:Billing Issues
    Status:
    Answered
    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 been trying now for over 4 days going back and forth to get my information verified with ID.me. I keep getting the run around about how they cannot unlock my Practice Fusion account so that I can complete the ** process. I am a medical provider and I need to be able to prescribe controlled medications for my patients and to assist my employer in taking care of these patients. I have been going back and forth over the past 4 days with emails and still I am no closer to getting the issue resolved. They told me to have my husband contact them but then shut out the email account so this could not be done. The email account they are referring to is my account and I used it for my husbands ID.me account because he did not have an email address. Not knowing the problem this was going to cause. We closed that ID.me account and still there is a problem. I just want my account opened so I can do my job. Is there anyway that I can get this resolved. There is no way to even call anyone about this issue. I don't understand why they did not offer me another way to verify my ** so that I could prescribe medications and do my job. Thanks, ***** *****, DNP

    Business Response

    Date: 05/09/2025

    Hi,

    We see that you are currently working with an agent to get this resolved. Please reply to the agent as they have responded with next steps you need to take.

    Best,
    ID.me 

    Customer Answer

    Date: 05/09/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 23303721

    I am rejecting this response because:

    I have told them multiple times that they have to open up my account on Practice Fusion. It is under the correct account and still every time I go to ID.me it says 
    that my account has been revoked but this is the correct account with the *********************** not the ******************* So if they would open this back up in Practice Fusion I could at least get verified at one office. However, they have not done this or offered to verify me through the video process or nothing. I just need to take care of my patients. The agent is no longer helping me or they would have never shut down the email box where my husband was suppose to contact them to fix the other email address at ******************* which is my email address not his. He closed that account and still I am 5 days in to not being able to prescribe my patient the medications they need. All they have to do is to associate the *********************** which is to the one and only account that I have with ID.me that is all I am asking is to take care of my patients and my employer is not too happy about all of the hassle.

    Regards,

    ***** *****








    Business Response

    Date: 06/13/2025

    Hi,

    On May 15 16:20 you let us know the following: 

    Thank you so much for your assistance. Everything is now working fine. Again thank you so much!


    Thanks,
    ***** *****, DNP


    Best,

    ID.me 

  • Initial Complaint

    Date:05/07/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Unable to upload documentation critical for State requirements. I have been working on this project for 5 days and I am no further along than I was on Saturday. I have 15 hours of back and forth. Yesterday when I request a *** change to my account the site could not complete the request. 4.5 hours later when I finally got through to online chat support via AI who kept asking the same questions over and over, they deleted the account so I could start the whole process over.I purchased a security key for over 90 USD (cost + shipping) to overcome the log-in issues. After creating my account I still can't up load or link the the accounts. Support is essentially non-existent. I put in a support email request early yesterday. This is a REAL problem. The wasted time I spent on this id.me I could have manually sent in documents 10 times over.

    Business Response

    Date: 05/09/2025

    Hi,

    An ID.me agent reached out on 5/7/25 providing you a link to our account recovery chat so that we may resolve your issue.

    Best,
    ID.me 

    Customer Answer

    Date: 05/12/2025

    Yes I did get a email link. However, that approach was tried days ago and I just sat there waiting hours to be connected. 

    I eventually got through prior to any emails and the ** approach was to delete the entire account to start over.  

    I was forced to buy a security key. This just made my life easier, but at a cost.

    Nothing id.me did really helped my situation, with the exception of deleting the account.  In the end I had to figure it out.

    The time I personally have involved in this is unconscionable. 

     

     

    Customer Answer

    Date: 05/12/2025


    Better Business Bureau:

    Nothing was really provided by id.me to speak of.  Support is non-existent. 

    Regards,
    ***** **********


ID.me, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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