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:08/06/2025

  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.

  I have tried for days and hours to verify my identity using ID.me. All of my information and phone number match the account. Their system even sends passcodes to my accounts, but for some reason, the ID Me video system won't accept my photos, or the video identification takes hours. Additionally, I already have an account, but I must re-verify myself with each login for specific agencies, which forces me to go through the process every time I want to access my account. They promote this platform as being easy, but it is not easy. It is a pain to deal with. You'd think that since I have verified myself before whenever a new agency or website requires ID, my information would automatically carry over from one login to the next, since I am already in the system. That is not the case, and I cannot access my account. My information matches, but their system does not like my photos. This system needs improvement if agencies are making it mandatory to access your account. People gain weight, lose weight, change their hair, age, etc. If the system can't pick up on that, the process is cumbersome. There is no easy way around the issue without their system being able to accommodate fluctuations. It is unsatisfactory that it takes hours and still no results.

  

  Business Response

  Date: 08/07/2025

  Hi,
  
  An email invite to our video verification has been sent so that you can complete your verification.
  
  Best,
  ID.me 

  Customer Answer

  Date: 08/07/2025

  I will accept the video, but that still does not address the overall issue that I already have an account and shouldnt have to re-verify myself each time I want to log into an agency that uses ID me or the time it takes to get reverified after Ive already been verified using this platform. I should not have to continually verify myself when all of my account information is current and nothing has changed.
  
   Complaint: 23708231
  
  I am rejecting this response because:
  
  
  Regards,
  
  *** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/05/2025

  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 need to use ID.me for accessing ******* and I get an error message stating my account has been suspended. The only option for support for the issue is to reply to an automated email. I've done this several times over the span of 12 months and I never even get a reply to any of those emails. This is required for accessing my tax records and other IRS related inquiries and actions. Please help! This is extremely stressful!

  

  Business Response

  Date: 08/14/2025

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

  Customer Answer

  Date: 08/14/2025

  [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:08/05/2025

  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.

  *** tried several times to apply for California state disability insurance through the *** website which contracts with ID.me as their identification vendor. ID.me will not authenticate my identity due to what I suspect as fraud on their platform based on past experience, where someone stole my identity in the past. Ive contacted their support team SEVERAL TIMES to address the issue and no one has responded. *** also submitted a formal privacy request per their privacy policy directive and per my rights under the **** and they have not responded. This business is scammy and has horrible customer service and also is not in compliance with the ****. I will be filing a complaint with the ************* as well.

  

  Business Response

  Date: 08/07/2025

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

• Initial Complaint

  Date:08/05/2025

  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 tried to verify my student status in ID.me using my sole email registered in the system, but the system kept popping up the error as follows:We couldn't verify your information Were sorry, it appears you have already verified your student status with ID.me on a different account. Please sign in using the original email address and password you registered and verified under. If you need assistance or have other questions, please visit ID.me Support.I don't know who might steal my student identity, but I'm sure that I've never verified the student discount qualification under other email addresses, as I tried the other email addresses too, but they all sent the same error for me. Please help me fix this error as soon as possible, and I would really appreciate it.

  Customer Answer

  Date: 08/05/2025

  Someone reached out to me. Please feel free to close this complaint anytime. Thank you very much!

  

  Business Response

  Date: 08/07/2025

  Hi,
  
  We see that this was resolved and that you were able to get access to your student discounts. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/04/2025

  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.

  Tried to speak with someone through ID.me to fix an issue with an email that shouldn't be there and they stopped the chat without fixing it. I have an email that I don't have access to and I need it off in order for me to apply for unemployment. I would like to speak with a live person but there's no phone number. Some people don't have email and need a live person. Fix this issue now or a lot more people will keep complaining

  

  Business Response

  Date: 08/07/2025

  Hi,
  
  Please connect to our account recovery chat to get assistance - ***********************************************************************
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/03/2025

  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 been contacting them so I can identified for the second time. I don't understand why they don't respond or have people set up to help people. Some people are trying to get verified because their hours was cut and they have to now go on unemployment and could lose their home. Because they need to make up them hours. I also don't understand how these people are not being held responsible for being this global identity identifier and not doing so. They answer maybe just to tell you to keep trying. But have to wait for each response week at a time. And that is just the reviews. I haven't heard anything back at all. Someone changed my email address and they had no problems doing so but I have a problem getting into my own account. I need them to respond to the 5 tickets I have put in for assistance. I can't wait a week plus for a response when who I am trying to identify my self for only give you 48 hour's to do so. ******************* give you 4 days to get it done. And if it is not you have to go through the process all over again. Which also puts a hold on it which means homeless people.

  

  Business Response

  Date: 08/07/2025

  Hi,
  
  Our records show that as of 08/04/25 09:40 you were able to access your account.
  
  Best,
  ID.me 
  

• Initial Complaint

  Date:08/03/2025

  Type:Sales and Advertising 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 has been temporarily suspended and have tried to reach out to ID.me multiple times and there has been no response. I filled out the response email from customer support and there has been no response or follow up.There is no other options to resolve this issue.

  

  Business Response

  Date: 08/07/2025

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

• Initial Complaint

  Date:08/01/2025

  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.

  IDMe to be is the most unprofessional piece of anything Ive ever seen in my life. They have no customer service you cant get a hold of them. They dont do anything to fix you. You work strictly off AI and I think this is the most unprofessional company Ive ever dealt with. We cant get no answers. All we do is get email and they dont give you anything. This company really needs to be shut down and ****** because this is the most unprofessional Ive ever dealt with in my life.

  

  Business Response

  Date: 08/07/2025

  Hi,
  
  In previous conversations with us we shared that:
  
  It appears you already have an active account verified within our system associated with adj***er2019 email address and you stated you were all set. Has this changed? If so, please submit a help request.
  
  Best,
  ID.me 

• Initial Complaint

  Date:07/31/2025

  Type:Sales and Advertising 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.

  These people are negligent. I uploaded a passport card, but they wouldn't accept it as a passport. Since I had to upload a new document, now they have me waiting for an email before they will go ahead. I'm losing time and money here, and don't have time to wait around until they get to it. If we are going to be forced to use this dis-service, at least they can do things right.

  

  Business Response

  Date: 08/04/2025

  Hello ****,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today for further resolution. 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:07/30/2025

  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 submitted at least 4 separate requests to id.me to remove the suspension from my account. They have refused each request and will not verify me. Apparently theres no reasoning with the automated response system in place with id.me. See below:------------------------ID.me Logo Hello, Thank you for contacting ID.me. My name is Indy and Im here to help! We have determined that your account will need to remain suspended to protect your identity and to protect your ID.me account from unauthorized use. If someone is asking to use your personal information for unauthorized purposes, such as opening new financial accounts, making purchases, or obtaining a tax refund or accessing other government services, please take the following steps as soon as possible:File a report with the ************************ (FTC).Alert the companies where you suspect fraud may have occurred.Freeze or place a fraud alert on your credit report.File a report with your local police department.Close any unauthorized accounts opened in your name Report any fraudulent charges on your accounts For more information about protecting yourself from online scams, visit the ID.me ************ Please note: Incomplete answers may delay your account review. Please be specific down below with each question. If you need to use your ID.me account to access a website or organization, reply to this email with the following information:What website or organization were you trying to access with your ID.me account? Please be specific.Why are you verifying your identity for this website or organization? Please be specific.Are you verifying your identity for a job opportunity, background check, or for a family member or friend? If so, please be specific.All the best, Indy ID.me ************************** | ID.me Your ID.me account is for you and only youdo not share your sign-in information with anyone. An ID.me agent will never ask for your password or MFA code. Truncated msg

  

  Business Response

  Date: 07/31/2025

  Hi,
  
  Please reread the email sent and see how there are 3 questions support needs you to answer to keep assisting.
  
  Thanks! 
  
  ID.me