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:05/06/2025

  Type:Product 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.

  Access to certain government websites requires a ID.me account, my account is currently locked requiring additional verification. I have followed their instructions to open a support ticket starting in March. It has been months now; I have opened multiple tickets since the initial ticket but have yet to receive a response to any of them except for the automated message. I have checked my inbox, spam, ect.ID.me appears to be utterly uncappable in providing support to its **************************** does not offer phone support, leaving users to their unmonitored ticketing system. *** contacted my local govt representative to help gain traction on this issue, in addition to filing this BBB complaint.

  

  Business Response

  Date: 05/09/2025

  Hi,
  
  An ID.me agent reached out on 5/8/25 to resolve your issue
  
  Best,
  ID.me 

  Customer Answer

  Date: 05/11/2025

  ID.me responded to me after the request was made to the BBB.

  
  [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,
  
  ******** J
  

  
  

• Initial Complaint

  Date:05/06/2025

  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 am writing to file a formal complaint against ID.me due to their ongoing failure to respond to my support requests, which is now preventing me from accessing state-sponsored short-term disability benefits during a medically necessary recovery.On March 29, 2025, I submitted a ticket to ID.me requesting that my account be unsuspended. No reason for the suspension has ever been provided. Later that day, I received an automated AI-generated message asking for additional information. I responded promptly with the requested details, including my phone number in case they needed to reach me directly. Despite this, I have received no further communication. I followed up again on April 3 and April 7, requesting a status updatestill with no response. ID.me does not provide phone support, which makes resolving urgent issues like this nearly impossible.This ongoing delay is causing serious harm. I recently underwent a *******************, and my medical team has advised me to take time off work using short-term disability benefits, which require ID.me verification. Their lack of response is preventing me from filing for those benefits.More critically, I am the parent of a special needs child who receives vital therapy services that are paid out of pocket. If I cannot access short-term disability payments soon, I will be forced to cancel these services. Once canceled, we will be placed on a new waiting list, which can take four to six months to reopen. This disruption threatens to erase significant progress my child has made over time.I attempted to get the account unsuspended last year (for a different government agency), with similar results.I respectfully request that this matter be investigated and that ID.me be urged to take immediate action to resolve my account issue.

  Customer Answer

  Date: 05/06/2025

  I wish to withdrawal the complaint.  

  

  Business Response

  Date: 05/09/2025

  Hi,
  
  An ID.me agent reached out on 5/7/25 to resolve your issue. 
  
  Best,
  ID.me

  Customer Answer

  Date: 05/19/2025

  The business fixed the issued and in a timely manner.  I am satisfied with the solutions 

• Initial Complaint

  Date:05/04/2025

  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.

  I am submitting this complaint against ID.me due to the suspension of my account, which has resulted in my inability to access essential government services, including my *** account. Despite multiple attempts to resolve this issue through ID.mes support channels, I have not received a timely or satisfactory response. It has been over a week. I have heard nothing back and I am still unable to access the *** website.The prolonged suspension of my account without adequate explanation or resolution has caused significant disruption, particularly in accessing the *** website in order for me to file my taxes, which are now past the deadline. This situation is unacceptable and has compelled me to seek further assistance through the BBB.Given the lack of response and the impact on my access to essential services, I am considering seeking legal counsel to explore potential remedies. Additionally, I am contemplating filing a formal complaint with my congressional representatives to bring attention to this matter and seek their assistance in resolving the issue.I urge ID.me to treat this matter with the seriousness it warrants and to take immediate steps to reinstate my account and restore access to the services I require; and the very least should be an expectation of communication in a timely fashion, explaining the issues at hand. This company can single-handedly prevent people from accessing information they have a right to access freely. This public company is the single gatekeeper to ****** personal government information and should be held to some standard of for providing that access.Desired Outcome:Immediate review and reinstatement of my suspended ID.me account.Clear communication regarding the reason for the suspension and the steps taken to resolve the issue.Implementation of measures to prevent similar issues for other users in the future.Timely responses to inquiries regarding suspension.

  

  Business Response

  Date: 05/09/2025

  Hi,
  
  An ID.me agent has reached out to resolve your issue
  
  Best,
  ID.me 

• Initial Complaint

  Date:05/04/2025

  Type:Billing 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 submitted a complaint early last month and no one has yet to acknowledge me. ID.me is not secure. I went through the process of having my identify verified just to log into a government account to see someone elses name!!! Please contact me to resolve this issue!!

  

  Business Response

  Date: 05/05/2025

  No previous tickets nor issues found on the account. 

  

  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. 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: 06/02/2025

  Why did you close my request? I responded back to your message with info and your *** said they would research and get back to me!!! The ball is in your court not mine!!!

• Initial Complaint

  Date:05/01/2025

  Type:Sales and Advertising 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 used my id.me account back in February 2025 to assess the *** website..I'm in the process of buying a car and it's Nurses Week and I was trying to login into my account to use the incentives and as I was logging into my account I got a message that it had been temporarily suspended..I had not received any emails prior to the account being suspended..I have contacted member support and they are unwilling to help..I have submitted support ticket and answered the required questions and no response..I even went as far as posting on their LinkedIn page to get a response..I just want my account recovered so that I can use it

  

  Business Response

  Date: 05/05/2025

  Hi,
  
  We see that on 5/1/25 - An ID.me agent reached out to assist and resolve this matter.
  
  Best,
  ID.me 

  Customer Answer

  Date: 05/05/2025

  [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:05/01/2025

  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 am a contracted Speech Language Pathologist Assistant for a virtual academy. I TEACH social communication, articulation and language to students K-8 and have been doing this for this academy for 13 years. I am grandfathered in in my state and I do not and am not required to hold a certificate. I am trying to obtain the "teacher" discount with **************** so I need verification from ID.me. When I provided my information, I was initially denied. I contacted customer service and was told I do not qualify. I explained my unique situation and that I do "teach" and fall under several of their listed requirements and told the gentleman that I fall under their requirements but was still denied. I asked for a manager, who in the end still said I do not qualify because I am contracted. It should not matter how I am paid. I teach the same thing whether I am a contractor or an employee. The manager directed me to a link with a list of who is qualified. In that list of who qualifies, I fall under "classroom teachers (preK-12) as an INSTURCTIONAL ASSISTANT, TEACHER AND SPECIALIZED TEACHER. I also fall under the "school employee (prek-12)" category as a STAFF member. I supplied them with my 10 page signed district contract for this current school year and I provided them with a screenshot from our website of our staff list which my name is listed as an SLPA (Speech Language Pathologist Assistant) contractor and was still denied. There is NOWHERE on the website that specifically states a contracted employee does not qualify. This is absolutely unfair, unjust and discriminatory. Bottom line is I TEACH therefore I should receive the discount. I would like someone higher up in management to show me where it states contracted employees do not qualify and for the reasoning behind it.

  

  Business Response

  Date: 05/05/2025

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

  Customer Answer

  Date: 05/06/2025

  [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:05/01/2025

  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 has to be a joke so now I got a response a email about something that doesnt even pertain to the ticket that I put out there. I stated that my account has been locked, so Im not sure why you guys send me information about something that does not pertain to me you guys could look at the ticketand go from there like this is ridiculous. You guys are ID me. Why are we helping you do your job like come on.I need to unlock my account thats it. Geez, how hard can that be for someone to assist me? ***************** Stop sending unnecessary emails and get to the root of the issue so that we can solve this issue thats it.

  

  Business Response

  Date: 05/01/2025

  Hi,
  
  An ID.me agent connected with you and resolved your issue.
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/28/2025

  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 have reached out twice regarding getting my account unlocked which shouldn't have been locked in the first place. I have yet to receive a response back and now because of this I am late on filing my taxes. There is no number to call and no one responds to you except for a quick response from an AI bot. I need to speak with someone immediately so I can get my account unlocked. No one hacked my account and this should've never been done in the first place. This is very very frustrating.

  

  Business Response

  Date: 04/29/2025

  Hello ******,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email on today, 4/28/205 with next steps to resolve your concern.

  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: 04/29/2025

  [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:04/24/2025

  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.

  My idme was suspended

  

  Business Response

  Date: 04/28/2025

  Hello ***,

  I am sorry for the difficulty youve experienced with your ID.me account. We take our members account security very seriously, and have determined your account will remain suspended due to suspicious activity. We cannot provide additional context into the issue outside of the email you received from ID.me Member Support.

  Please submit a new request at help.id.me if you have any other concerns or issues. 

  All the best,

• Initial Complaint

  Date:04/23/2025

  Type:Billing 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 been trying to 1) recover my ORIGINAL suspended account, 2) either merge a second account I made or delete the new account so that I can get back into my original account, and 3) hear from someone so that I can get into my ID.ME account and pay my IRS taxes! I have submitted several tickets online via remote AI chat, and one person emailed me back on 4/15/2025, but I have yet to hear back from the support team. Apparently, my issue needed to be escalated to a "Specialized team" for review. Below are the two separate online tickets I created.Ticket Number ******** Description ******** Ticket Number ******** Description ********

  

  Business Response

  Date: 04/24/2025

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

  Customer Answer

  Date: 04/24/2025

  I was able to get half of my concern fixed thus far. 

  

  Business Response

  Date: 05/02/2025

  Hello *********,

  I apologize for the difficulty youve experienced with your ID.me account, and the non-resolution so far. Our team contacted you via email today, 5/2/2025, with resolution. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.
  

  All the best,
  ID.me