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:07/08/2025

  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.

  ID.me has repeatedly suspended my account despite my having uploaded all required identity verification documents, including both my valid U.S. passport and state-issued ID. This ongoing issue has created a significant hardship by preventing me from accessing the *** website at a time when it is urgent and legally necessary for me to do so.

  

  Business Response

  Date: 07/09/2025

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

  Customer Answer

  Date: 07/09/2025

  
  A customer service agent responded to me and provided prompt and professional assistance. I thank the business for prioritizing customer care.

  Best regards,

  ****** ******

  
  

• Initial Complaint

  Date:07/07/2025

  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.

  My account has been suspended for absolutely no reason I haven't used this account in years..I need this resolved asap for my unemployment.i keep send the info they need I've done it several times.i keep getting the emails..this is absolutely frustrating you can't talk to anyone.PLEASE JUS UNSUSPEND MY ACCOUNT..

  

  Business Response

  Date: 07/08/2025

  Hello Shakerrah, 

  We apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email this morning, with a resolution and next steps. 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:07/03/2025

  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 can not call the ID.me company and get verified so i can access the *** web site. 3 years and they did not help me! They do not have a phone number to call so this will not get resolved and i can not go onto my IRS website acount.

  

  Business Response

  Date: 07/07/2025

  Hello ******,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 7/7/2025.

  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:07/01/2025

  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.

  The business won't take me urgent when I desperately need assistance. *** told me contact id.me and id.me never replied me back!!!!

  

  Business Response

  Date: 07/02/2025

  Hi,
  
  The error message you have received is from the *** website. After looking into your ID.me account, you are all set and verified. Please contact them for support.
  
  Best,
  ID.me 

  Customer Answer

  Date: 07/02/2025

  [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: 23542871
  
  I am rejecting this response because:
  
  

  I followed up with ID.me, and they confirmed that my identity is fully verified on their end. However, I am still receiving the same mismatch error when trying to log into my *** account. I spoken yesterday SSA said they have it as ******* ****** ******* and that id.me doesn't match because they have it as ******* ******. 

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

  
  

  

  Business Response

  Date: 07/18/2025

  Hi,
  
  We see that you were able to update your name on the account with no issues. 
  
  Best, 
  ID.me 

• Initial Complaint

  Date:06/26/2025

  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.

  Got off the chat line after 3 hrs. Chatted with 3 different agents with a hold time between of 30-1hr. They all sent me links that, when opened, ended the chat! Their supportis basically a chat line that keepsyou on hold. Issue was never resolved.

  

  Business Response

  Date: 06/27/2025

  Hello *****

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email today, 6/27/2025 to resolve your account access issue with a call at your convenience. 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: 06/27/2025

  While I appreciate the email I received today, (after filing a BBB complaint) the email states that I had a conversation with id.me a short time ago.  This is untrue. Never once did I speak to id.me.  They make it impossible to do so. All they offer as support is a chat bot. Publish a phone number to a support line so I can ACTUALLY speak to a person.

  
   Complaint: 23524547
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/18/2025

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

  Customer Answer

  Date: 07/22/2025

  [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.  ID.me needs to make it easier for consumers to reach them.  It shouldn't take a BBB complaint to FINALLY get assistance.  Since ID.me is used by Military sites, the VA, IRS, etc., waiting over a month for resolution is dangerous.
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:06/26/2025

  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 a veteran and cannot access the VA without an ID.me account. The military data center sent me some records (digitally) that I cannot access without an ID.me account. There are other accounts that I cannot access. I have an ID.me account, but they wanted to re-verify it and I have tried several times over the last 5 years and because I don't have a video camera on my computer, they won't help me. I even spoke to someone on the phone once and they had no clue "maybe you could go over to the VA". I went to the Middle East four times and I am incredulous that I am now being locked out of government sites because they cannot confirm (my already existing) account. There is no resource that I can find to appeal the the appropriate agencies.

  

  Business Response

  Date: 06/27/2025

  Hello *******,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted will be reaching out today, 6/27/2025, to schedule time and support you with verifying for the VA.

  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:06/25/2025

  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.

  Can't get my identity verification to start my unemployment claim

  

  Business Response

  Date: 06/27/2025

  Hello *****,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email on 6/19/2025 to support you with the duplicate account issue you are having.

  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: 07/09/2025

  
  
  I have not had anything resolved I'm actually having consultations with Lawyers on the matter as we speak

  

  Business Response

  Date: 07/18/2025

  Hi,
  
  The last message we sent you and did not hear back from you on 6/19 was the following:
  
  Hello,
   
  Thank you for contacting ID.me. My name is ***** and Im here to help. I see that you have concerns about your account. 
   
  However, you already have another ID.me account where youve completed the steps needed to be verified. The account you should use is tied to the following email: 
   
  ma******************************
   
  If you have trouble signing in to your account, go to I can't sign in to my account for help.
   
  If you dont remember the password to your ma****************************** account, try to sign in using passwords you commonly use. You dont need access to the email account to sign in to your ID.me account.
   
  If you still cant sign in after trying or if you have any other questions, reply to this email and Ill get you the help you need.
   
  All the best,
  
  ID.me 
  

  
  

  Customer Answer

  Date: 07/24/2025

  [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: 23515995
  
  I am rejecting this response because:
  
  My ex wife has obviously stolen my identity and expect someone to do something about this,,my background has *********** and I'm furious!!! I don't know what the h*** kinda business your running where you would allow such things but I won't stop until a full investigation is done one your business practices and what your allowance is on people
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/29/2025

  Hi,
  
  Our support team is waiting on your reply to keep assisting. BBB is not a support channel where we can troubleshoot issues.
  
  Best,
  
  ID.me 

• Initial Complaint

  Date:06/24/2025

  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.

  All day I keep getting the same message saying "something went wrong" and not allowing me access to my ****** or healthyvet accounts. I have been using the same email for 2 years now. Need help **** to get access again, not sure whats going on. I have submitted tickets and have done what your AI has told me to do.

  

  Business Response

  Date: 06/27/2025

  Hello *****,

  Thank you for bringing this to our attention. We are glad that you were able to resolve this issue and were able to access your ID.me account as of 6/27/2025.

  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.me

• Initial Complaint

  Date:06/24/2025

  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.

  Submitted multiple support emails without any response. Sat in "verification calls" for hours without anyone joining. I have been trying to access the *** website for multiple days, but cannot get anyone to verify me from ID.me. I am following all the steps they provided on their help pages, but they refuse to respond.

  

  Business Response

  Date: 06/27/2025

  Hello ****,

  I apologize for the difficulty youve experienced with your ID.me account. We contacted you today, 6/27/2025 offering further support. 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:06/21/2025

  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 created an account with ********************** using an old email address that I no longer have access to. The platform does not provide any way to delete, deactivate, or unlink that account. When I created a new account using my current email, it allowed me to proceed, but now I cant complete verification because the old account still exists in the system.I dont remember the password for the old account, and after several failed attempts, I am now locked out. I have reached out to customer service multiple times, but there is no real help. Theres no live support, no callback option, and the automated responses do not solve *********** a veteran, this has made a basic task way more difficult than it should be. I simply want to verify my status. Why is there no option to scan a barcode or pull secure identity directly from my VA account? The process is broken and overly complicated.ID.me is making it harder for veterans to access benefits. I am requesting the following:1.Delete or deactivate the old account tied to my previous email.2.Allow my current account to complete ********************** real customer service to help people with account access problems.Veterans deserve better.

  

  Business Response

  Date: 06/23/2025

  Hi,
  
  Our records show that on 6/21/25 an agent reached out and resolved your issue.
  
  Best,
  ID.me 

  Customer Answer

  Date: 06/23/2025

  [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,
  
  ***** ******