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
- 1,456 total complaints in the last 3 years.
- 521 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/18/2025
Type: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 requested a name change request more than 2 weeks ago - ID.me has a clear photo of my driver's license and my name is the same except that my first name is put as middle name. So the exact same name except my middle name needs to be my first name. Despite their promise to address name changes within 3 business days, and their support response promise of similarly 3 days, they ignored my request for two weeks, I filed multiple tickets with support and they get commented on (I can see there are comments but not the comments themselves) and then mysteriously closed without notifying me, they simply disappear and they claim that "if you don't see your tickets here it means we addressed them" which is clearly not the case since my name is still incorrect.
Business Response
Date: 07/21/2025
Hi,
Your name has been updated as requested.
Best,
ID.meCustomer Answer
Date: 07/21/2025
[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. It's sad it took so long and so many requests including to BBB though.
Regards,
Ionut Georgian CiobanuInitial Complaint
Date:07/17/2025
Type: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 been unable to access the email address I originally used to sign up with ID.me, as a matter of fact I forgot I ever signed up using at all until I tried to create a new account and got through the entire process including the biometric facial upload only to be told I was unable to create an account due to an account already in existence. I have no access to this email and tried every password I could only to be locked out indefinitely. I submitted a ticket request for help on Monday July ******* and received an email back requesting a video call verification with an agent. I completed the call, was verified and was told my issue was sent to the supervisor. Its been 2 full days and I have still not heard from this supervisor with any updates or further information. This issue is time sensitive as I need the access for pharmacist licensing. There is not one to speak to except the bot which is of no help. Ive verified myself twice now and the issue is still not resolved. I would appreciate help resolving this login issue. When I login using my new email which the customer service agent ****** verified and updated Im able to login , but when I try to verify my identity i get the error message that because the old email address isnt recognized I can not proceed. The old email is recognized, just no longer accessible.Customer Answer
Date: 07/18/2025
I would like to retract the complaint. I was able to speak with a different agent who was able to resolve my issue within a few minutes.Business Response
Date: 07/18/2025
Hi,
We see an ID.me agent reached out and resolved the issue.
Best,
ID.meCustomer Answer
Date: 07/18/2025
[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,
***** *****Initial Complaint
Date:07/17/2025
Type: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 repeated attempts to log into my Id.Me account were unsuccessful and eventually my account was suspended. The help pages and AI chat were unable to help and required me to provide an email address which was initially unrecognized and then blocked. No way for me to receive a six digit code to that email address. Im unable to get through to a customer service representative. I even tried linking my Apple and LinkedIn accounts with the same unsuccessful result. I cant even change my password since the instructions are sent to an email address and mine is not recognized and my account has been suspended. Thank you for any assistance you can provide. The email address is below: ****************** ******* ******, M. D.Business Response
Date: 07/18/2025
Hi,
You should now be able to reset your password with no blocks.
Best,
ID.meCustomer Answer
Date: 07/28/2025
After I contacted BBB, the entity did promptly respond to resolve the issue.
Thank you BBB for your help in this matter.Initial Complaint
Date:07/17/2025
Type: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 uploaded my ID and passport image with the translation per their request, but the system keep asking me a translated document which I already provided to them.then I created a ticket to seek the solution, instead of checking my document, this one **** from ID.me Member Support just simply delete all my account information.what a ridiculous and irresponsible action, the only thing they do is copy and paste, why do they hire a person that can only perform like a machine?Business Response
Date: 07/18/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:07/16/2025
Type: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.
Had issues deleting an account and adding email to my actual verified account. Contacted customer help over 6 times and no response. Do you even work? Do they even care that some of us need it for a job?!?!Business Response
Date: 07/17/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:07/15/2025
Type: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 verify my identity with ID.me for weeks to complete my unemployment application. The system says my info is tied to another account, and they keep giving me an account Im not associated with. When I last verified, I used the new email Ive been using. I spoke to a *** about ***lacing the old email that was on file, which I thought they did. Now Im having to do everything over again and keep getting lies and the runaround with no real help.Business Response
Date: 07/16/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:07/11/2025
Type: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.
My idme account was suspended and I need help getting it back in order to file my irsBusiness Response
Date: 07/15/2025
Hi,
An ID.me agent has reached out to support.
Best,
ID.meCustomer Answer
Date: 07/15/2025
They havent get back to me on email to sort the issue
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:07/11/2025
Type: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 husband has tried several times to verify his identity, using three devices, and ********************** will not verify his identity. He needs to be verified with ID me for nys unemployment benefits. He can not collect benefits until he is confirmed through Id me. They have no customer service phone number, they are not responding to emails. I have reached out via email, with no real response from a human being.Business Response
Date: 07/14/2025
Hi,
Please submit a help desk ticket for assistance - The last ticket submitted was on 2024, replied to you but no response.
Best,
ID.meInitial Complaint
Date:07/10/2025
Type: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 requested to delete a duplicate account created as per their advice. Followed their instructions, promptly; never respond nor take any steps to resolve the problem. This is an addendum to my previous complaint with the same company, act like 'gatekeeper' for government services! And, they do not respond unless make an official complaint thru a third party. It's ridiculous, Right!!My previous issue was "suspended account for no reason". After contacting BBB, they immediately resolved the issue. I thought they changed the process. NOPE, still same!Business Response
Date: 07/11/2025
Hello Suma,
I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today with a resolution. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.
All the best,
ID.me Member SupportCustomer Answer
Date: 07/14/2025
[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:07/10/2025
Type: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.
ID.me has appeared to farm out their customer service to AI bots that have no way to actually address a concern. There is no phone number to call and their email responses are also automatically initially produced by **. For my account, I attempted to find a way to log onto a video call to get my account issues resolved and there was no link or window that would allow me to do so. When I attempted to use the help feature, it just kept routing me back to the help center.I am a physician and my practice depends on e-prescribing. I have been unable to verify my information or change any information I input because I had an old account from years ago. Despite deleting the old account, it still will not allow me to verify my information. This would be a simple issue to resolve if ID.me allowed any actual customer service representatives to speak with clients directly rather than having everything be filtered through AI. If there are enough people with this concern about erroneous accounts locking them out that there needs to be a separate page dedicated to it on the website, it begs the question of why this process is not more user-friendly.Business Response
Date: 07/11/2025
Hello ********,
Thank you for bringing this to our attention. We are glad that you were able to resolve this issue with the help of our team on 7/10/2025.
Should you have any additional issues, please reply back to the most recent email you received from ID.me Member Support.
All the best,
ID.meCustomer Answer
Date: 07/11/2025
[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,
******** *******
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