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:08/13/2025

  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 work for a nonprofit that is grantee of the ********. In order for us to be reimbursed by the grantor, I must submit payment requests in the ****************** System which uses ID.me to login. I received a notification when trying to log in that I couldn't log in at this time and to try again later. I've spent several hours trying to get in touch with someone at ID.me to resolve the issue and cannot get in touch with anyone. I cannot submit the payment request and this is causing a cashflow issue with our nonprofit. ID.me needs to have a customer service line that responds to the needs of their customers.

  

  Business Response

  Date: 08/22/2025

  Hi,
  
  An ID.me agent has followed up to assist.

  
  Best,
  ID.me 

• Initial Complaint

  Date:08/12/2025

  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.

  It is 08/12/2025 I have been using idme sine my health vet transitioned, today I can not login ********** phone ********** support at all just *** ** I guess it's OK that I can die without access.Thanks.47

  

  Business Response

  Date: 08/14/2025

  Hi,
  
  We see that you are all set and verified. ID.me is only responsible for the identity verification, which you have completed. Any issues you face, please contact the VA support team.
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/12/2025

  Type:Order 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 registered student at **************** in ****** province of *******. I am trying to register for a student account through the company *******. ******* uses IDme to verify student status. I followed all steps Aug 9, 2025 and uploaded my valid Canadian passport and official school enrolment document that is acceptable as per IDMe student verification requirements. I received an email saying I needed to verify student status and upload acceptable documents with the list of whats acceptable. The official student registration document is on that list. It states my name, date and program I am enrolled in. I emailed them for help by submitting the Contact Us form and received the same response. Also all the drop down options on ID.me are catered to US options only but ******* says a Canadian student can register and then takes you to the ID.me verification.

  

  Business Response

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/12/2025

  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.

  Twice I've tried to send my docs in to id.me only to have them rejected. this is ********. The docs in question are my DL and SS cards. Going for a third time today.

  

  Business Response

  Date: 08/22/2025

  Hi,
  
  Please submit better images so that they may be accepted on your next attempt. 
  
  Best,
  ID.me 
  

• Initial Complaint

  Date:08/11/2025

  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.

  Hello, ID.me's service has suspended my account for 3 weeks and I have emailed multiple times and received the response that my account will remain suspended. I need to pay my taxes however and this is completely unreasonable. ******** **********************

  

  Business Response

  Date: 08/14/2025

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

• Initial Complaint

  Date:08/09/2025

  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 was trying to log into my ID.me account a couple weeks ago but could not remember my password. So I made more than one attempt to log in. After a few tries I was notified that my account was locked and I had to contact the company to get my account reopened. So I emailed them about my problem but received no response for many days. So I tried to see if changing my password would work but it did not. Finally a representative from the organization contacted me by email to notify me that, due to suspicious activity, on my account it could not be reinstated. I demanded I be contacted by a supervisor or someone in charge. I was then contacted again by email by someone named *****, who claimed to be a supervisor. He told me the same thing the previous representative did, which was my account could not be reinstated due to suspicious activity. He said I would need to create a new email account in order to create a new ID.me account. I refuse to be inconvenienced by creating a new email account for such a purpose! I get spammed enough junk emails with my current account! I demand my account be reinstated by them immediately! All Im trying to do is use it to access my Social Security account!

  

  Business Response

  Date: 08/14/2025

  Hi,
  
  As stated by our support team;
  
  To continue using ID.me, we recommend creating a new account with a different email address. We understand this may be an inconvenience, and we sincerely apologize but these measures are in place to ensure your safety and the integrity of our platform.
   
  If you have any questions or need assistance with setting up a new account, please dont hesitate to contact us.
   
  Best,
  
  ID.me 

  Customer Answer

  Date: 08/14/2025

  [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: 23724227
  
  I am rejecting this response because:
  
  I refuse to create a new email account for the sole purpose of creating a new ID.me account and I will continue to reject your response unless you give me access to my original account.

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

  
  

• Initial Complaint

  Date:08/07/2025

  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.

  On 7 AUG I was trying to get into the **** database to see if they have some of my miltary records. **** required me to use ID.Me to verify my identity. I did multifactor authentication AND submitted a driver's license. Because they must be a lot of VAIN Millenials, they required I take a video "selfie" I read their instructions and tried to execute to the best of my abilities. There was NO buttons for me to press to take it or anything. It just kept timing out and not accepting it. HOW DARE THEY PUT PEOPLE THROUGH THIS. MAKE IT WORK or demand something that does. I still have YET TO get in to make my **** request, because of their vain stupidity!

  

  Business Response

  Date: 08/08/2025

  Hi,
  
  Sorry that you are having issues completing this process. You have been sent an email invite to our video call verification. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/07/2025

  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 am trying to change my legal name on my ID.me account, I have attempted to upload my name change documents multiple time and each time they are denied. Their system only allows a jpg file to be uploaded, my document is 3 pages long. I have tried everything to get this taken care of and I have received no help. I am a disabled veteran and ID.me is required for me to access my benefits. This is completely unacceptable

  

  Business Response

  Date: 08/08/2025

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

  Customer Answer

  Date: 08/08/2025

  [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:08/07/2025

  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.

  ID. me is not user friendly. They do not offer a call line for people who are auditory processors. This made the experience incredibly frustrating and I believe violates my rights. I am required to use this service to log into the ******* website, so this is a much bigger issue.

  

  Business Response

  Date: 08/07/2025

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

• Initial Complaint

  Date:08/06/2025

  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.

  Hello my id.me account indicates that it is suspended and i cannot access my NYS unemployment benefits. I have waited 48 hours and reached out to support to no avail. The lack of responsiveness from the organization is creating a hardship for me.

  

  Business Response

  Date: 08/07/2025

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