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:05/11/2025

  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.

  Cant sign in Cant get help 4 months No access to VA, SSA ZERO HELP NO HUMAN CINTACT AI, STUPID

  Customer Answer

  Date: 05/11/2025

  ****** complaint. Business compliant. Thanks

  

  Business Response

  Date: 05/15/2025

  Hello,
   
  Thank you for your response. Unfortunately, the only way to delete your account is for you to do it on your own or for you to submit a document through our secure portal so I can delete it for you. We do not offer video calls to delete your account. I apologize for the inconvenience.
   
  We do not currently offer outbound phone support, however, if you'd like, you can contact the VA and they can transfer you to us so that we can assist you with your account over the phone.
   
  If you have any further questions please reply to this email and I'll get you the help you need. 
   
  Best,
  ID.me 

• Initial Complaint

  Date:05/10/2025

  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.

  On Tuesday 05/06 I attempted to renew my membership as a first responder with ID me. I sent my current work ID as instructed on their website. They stated I couldnt use the same ID twice. Unfortunately they dont issue new every few years *** for my agency. So I attempted to upload two paycheck stubs identifying my title as Highway Patrol Trooper. I am a State Trooper in *****. That is our title. Theres no one else called Troopers. I was again declined because it says ************** in *****, the Highway Patrol are State Troopers. Their website advertises membership for State Troopers but Ive been declined and had an employee **** *. reviewing everything. They dont offer a phone number so I havent been able to talk to anyone by phone.

  

  Business Response

  Date: 05/15/2025

  Hi,
  
  Apologies for the issue here, you should be all set.
  
  Best,
  ID.me

  Customer Answer

  Date: 05/16/2025

  [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,
  
  ***** Faith
  
  

• Initial Complaint

  Date:05/10/2025

  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 recently used a company recommended through id.me to purchase universal studio theme park tickets. Company they listed is ******* ************. I paid and purchased through id.me and never received my tickets. All I received was an email confirming of purchase but never received the tickets. I tried contacting the company and unable to get a hold of anyone either by phone or email. There website is no longer active and it states on ************************** the ******* ************ is suspended and under investigation. I then tried contacting id.me about this issue but they have no contact information except for an AI messenger that doesnt help with any issues or doesnt have anyone contact you in regards. Im hoping that ************************** can help me with this issue because I cant get a hold of anyone from either company. Thank you

  

  Business Response

  Date: 05/15/2025

  Hi ******, 
  
  Unfortunately we are not able to assist on the refund as purchase was made with the other company. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:05/09/2025

  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.

  On 05/01/2025 I changed my Password on ID.me because, I had reason to believe it had been compromised.05/02/2025 I attempted to log in to my *** account. I received an Error message saying my ID.me account was temporarily suspended. I attempted to contact ID.me only to discover they had no support phone number and their virtual Assistant ***, would not connect me to any living person.I filled out and emailed back the questionnaire their automated system sent to my email. To date I have had no response from that organization. ID.me controls a persons access to a number of governmental agencies. By restricting a persons access to these agencies causes significant hardships for people needing to access their accounts. I find **********************'s conduct in this matter totally unacceptable.

  

  Business Response

  Date: 05/16/2025

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

  Customer Answer

  Date: 05/16/2025

  [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:05/08/2025

  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 now for over 4 days going back and forth to get my information verified with ID.me. I keep getting the run around about how they cannot unlock my Practice Fusion account so that I can complete the ** process. I am a medical provider and I need to be able to prescribe controlled medications for my patients and to assist my employer in taking care of these patients. I have been going back and forth over the past 4 days with emails and still I am no closer to getting the issue resolved. They told me to have my husband contact them but then shut out the email account so this could not be done. The email account they are referring to is my account and I used it for my husbands ID.me account because he did not have an email address. Not knowing the problem this was going to cause. We closed that ID.me account and still there is a problem. I just want my account opened so I can do my job. Is there anyway that I can get this resolved. There is no way to even call anyone about this issue. I don't understand why they did not offer me another way to verify my ** so that I could prescribe medications and do my job. Thanks, ***** *****, DNP

  

  Business Response

  Date: 05/09/2025

  Hi,
  
  We see that you are currently working with an agent to get this resolved. Please reply to the agent as they have responded with next steps you need to take.
  
  Best,
  ID.me 

  Customer Answer

  Date: 05/09/2025

  [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: 23303721
  
  I am rejecting this response because:

  I have told them multiple times that they have to open up my account on Practice Fusion. It is under the correct account and still every time I go to ID.me it says 
  that my account has been revoked but this is the correct account with the *********************** not the ******************* So if they would open this back up in Practice Fusion I could at least get verified at one office. However, they have not done this or offered to verify me through the video process or nothing. I just need to take care of my patients. The agent is no longer helping me or they would have never shut down the email box where my husband was suppose to contact them to fix the other email address at ******************* which is my email address not his. He closed that account and still I am 5 days in to not being able to prescribe my patient the medications they need. All they have to do is to associate the *********************** which is to the one and only account that I have with ID.me that is all I am asking is to take care of my patients and my employer is not too happy about all of the hassle.
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/13/2025

  Hi,
  
  On May 15 16:20 you let us know the following: 
  
  Thank you so much for your assistance. Everything is now working fine. Again thank you so much!
  
  
  Thanks,
  ***** *****, DNP
  
  
  Best,
  
  ID.me 

• Initial Complaint

  Date:05/07/2025

  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.

  Unable to upload documentation critical for State requirements. I have been working on this project for 5 days and I am no further along than I was on Saturday. I have 15 hours of back and forth. Yesterday when I request a *** change to my account the site could not complete the request. 4.5 hours later when I finally got through to online chat support via AI who kept asking the same questions over and over, they deleted the account so I could start the whole process over.I purchased a security key for over 90 USD (cost + shipping) to overcome the log-in issues. After creating my account I still can't up load or link the the accounts. Support is essentially non-existent. I put in a support email request early yesterday. This is a REAL problem. The wasted time I spent on this id.me I could have manually sent in documents 10 times over.

  

  Business Response

  Date: 05/09/2025

  Hi,
  
  An ID.me agent reached out on 5/7/25 providing you a link to our account recovery chat so that we may resolve your issue.
  
  Best,
  ID.me 

  Customer Answer

  Date: 05/12/2025

  Yes I did get a email link. However, that approach was tried days ago and I just sat there waiting hours to be connected. 

  I eventually got through prior to any emails and the ** approach was to delete the entire account to start over.  

  I was forced to buy a security key. This just made my life easier, but at a cost.

  Nothing id.me did really helped my situation, with the exception of deleting the account.  In the end I had to figure it out.

  The time I personally have involved in this is unconscionable. 

   

   

  Customer Answer

  Date: 05/12/2025

  
  Better Business Bureau:
  

  Nothing was really provided by id.me to speak of.  Support is non-existent. 
  

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

  
  

• 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:

  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 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!!!