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: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 had an old id.me account with an email address I no longer have access to. I have been trying to either delete my old account or merge it to my current email address. I have attempted numerous times to contact id.me and they keep saying I need to log into my old account and request a merge. Again, I can sign in to my old id.me account but I cant merge due to email verification on my old email account I do not have access to. This company wont help me and I cant log in to important sites I need access to. My old email address I cannot access is and request the account merged or deleted. **************** New email to merge to is **************************

  

  Business Response

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/28/2025

  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 July 28th I attempted to contact IDme because my old email address was compromised and I no longer have access to that email. They made me fill out several forms and then left me on hold for over 90 minutes. When someone finally came too, they said I didn't need to speak to anyone via video call and that I would be transferred elsewhere. So, 90 minutes in I am still waiting to change my email. I have NEVER been treated worse or more disdainfully. They should be ASHAMED to treat veterans this way.

  

  Business Response

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/26/2025

  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.

  My wife is trying to verify through your service and we cannot get it to work. Whenever we are putting in a chat, the ** prompted solutions are not working because the steps cannot be followed, or the instructions are outdated. We cannot enter a support ticket, it always says error try again later. Please provide us a number to contact a customer support person.

  

  Business Response

  Date: 07/28/2025

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

• Initial Complaint

  Date:07/24/2025

  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.

  Ive been trying to close my old account which has been compromised. My old account has my military id on it. Ive emailed countless times and still have yet to hear anything back. All I can talk to is a one sided email and a robot. This is ridiculous

  

  Business Response

  Date: 07/25/2025

  Hi,
  
  We see an agent was able to resolve your issue this morning. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:07/23/2025

  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.

  ID Me has forced veterans to use their services and has no way of contacting them in order to help them. They force you into an endless loop where your issue is never solved despite saying they have an online helpdesk. This is factually untrue and and is actively costing veterans money because they cannot access their GI Bill information in order to go to school. They force you to use AI that does not help and keeps putting you in a loop of "what do you need help with?". This company does not deserve to have the information of veterans when it will not even let them verify the information and just rely on tech to do the job for them. The company comes off as lazy and incompetent. If I am not given any help or my issue isn't resolved by August 2025 I am going to write to my senator and let them know the government contract with ID me is a waste of taxpayer money.

  

  Business Response

  Date: 07/25/2025

  Hi,
  
  We see that you were able to get verified and gain access to the benefits you needed.
  
  Best,
  ID.me 

  Customer Answer

  Date: 07/26/2025

  [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: 23645541
  
  I am rejecting this response because:

  
  You only are responding after I threatened to call my senator to deal with the obvious waste of taxpayer dollars given to you guys via a government contract to deal with veteran identification. Your business has terrible reviews for your reliance on AI and refusal to help the consumer, you only get good reviews from the people who pay you from your service. Why did I need to reach out on INSTAGRAM in order to get actual help? If any of your executives get bonuses this year I'm going to make it my mission to have you guys lose your government contract. I don't need another response from your company, you've done the bare minimum and I know you aren't going to do more. Do better.
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/23/2025

  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.

  Over the last week, my experience with ID.me has been incredibly frustrating. As a soldier in the ******************* recently returned from a combat deployment, I did not expect verifying my identity to be more stressful than serving overseas, but ID.me has somehow made that possible.I'm trying to access ****** to file a disability claim for service related injuries, but ID.me suspended my account without explanation. Ive contacted their support multiple times and received nothing but automated replies and vague instructions, none of which have resolved the issue. My account remains suspended, and no one can tell me why or what Im supposed to do next.Even ****** attempted to help by directing me to a phone line for ID.me, which, in true form, was conveniently down. Its honestly baffling that such a critical government platform relies on a third-party service that seems so disinterested in actually supporting the people its meant to serve.Its incredibly disappointing that after serving my country, Im being blocked from receiving care due to a dysfunctional verification system. I would expect more from a company trusted with access to veterans benefits, but ID.me has proven to be more of a barrier than a bridge.

  

  Business Response

  Date: 07/25/2025

  Hi,
  
  An ID.me agent will reaching out to assist.
  
  Best,
  ID.me 

• Initial Complaint

  Date:07/22/2025

  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 am trying to recover my account and their support ignore my requests and keep demanding I provide information I have already provided to them.

  

  Business Response

  Date: 07/25/2025

  Hi,
  
  An ID.me agent is currently waiting on you to reply to his email to keep assisting you on your issue. Please reply so that we may continue to assist. 
  
  Thanks,
  ID.me 

• Initial Complaint

  Date:07/22/2025

  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.

  The malfunctions of this website, terrible process design, and absurd rejection of phone numbers (as if phone numbers make any difference in verifying identity), I have wasted HOURS of time and past failed attempts have prevented me from seeing what interest has accrued to my IRS account which has resulted in increased amounts owed. Preposterous service that barely works.

  

  Business Response

  Date: 07/25/2025

  Hi,
  
  We see that you were able to connect with one of our agents and verify via a video call. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:07/21/2025

  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 June 25, 2025, I purchased a **** with the understanding that a $500 rebate would be given for "first responder" status. This included police fire and EMS. It also included retired first responders. I am a retire firefighter/paramedic. I uploaded documents to prove this, to include, a 1099-R (IRS form that shows distribution from the firefighter retirement fund with all tax identification numbers, names, address and documentation that matches the "id.me" account) This was apparently rejected. I have been unable to resolve this through the "chatbot" help system they have in place and phone support to talk to a human is NOT available. This system seems fraudulent and I have no way to resolve this as the document that I submitted met the requirements requested. I would not recommend using this service.

  

  Business Response

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/21/2025

  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.

  Error messages upon attempts to validate that I am a person.

  

  Business Response

  Date: 07/22/2025

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

  Customer Answer

  Date: 07/22/2025

  [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: 23631779
  
  I am rejecting this response because:

  ID.me has reached out throughout this process with no real resolution. Their coined response is "Are you able to provide me a screenshot of this error screen" which I have done on numerous occasions. They don't even give the courtesy of reading the communications sent, rather respond again with coined communication, that had they read what was sent, would have been deemed unnecessary.
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/29/2025

  Hi,
  
  The support team at ID.me advice that you reach out to VEC as the error you face is on their site not ID.me. Once that is handled, feel free to reach out to us for help on anything ID.me related. 
  
  Best.
  ID.me