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:06/09/2025

  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.

  Id.me has refused to respond to my trouble tickets and emails. Multiple attempts to contact them have failed. I am unable to verify my military service through those system and am not being given an opportunity to prove my military service eligibility. It is causing significant disruption to my life

  

  Business Response

  Date: 06/10/2025

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

• Initial Complaint

  Date:06/09/2025

  Type:Order 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.

  Since 4/5/25, I have been contacting this "business" to verify my identity and let me do communicate with needed service(s) that can ONLY be attained thru the ID.me verification process(login credentials). They are dormant and never try any resolution to this matter; nor contact me for any further clarification to resolve my needs. Rather, they just block my access to the needed service(s), What kind of company is this? And I wonder, why the government appoint such irresponsible business for credential verification! Instead of verifying identity thru proper verification process, they just block and become dormant after that. NO COMMUNICATION OR ACCESS via ANY method(s) of communication!!

  

  Business Response

  Date: 06/10/2025

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

  Customer Answer

  Date: 06/16/2025

  [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 ********.

  But, its unfortunate, and not acceptable their business practice that require me to go through BBB to resolve my issue with the ID.me verification process. They act like an extention (Gate Keeper) to so many service(s) to public and private sectors, and they do not respond or take any initiation to resolve an issue with verification process through different channels, instead, they just BLOCK access to such service(s) and become dormant. No one respond.

  If I have a problem with any other service(s) that ID.me is an extention for verification process, so do I have to go thru the same process again, and finally end up at BBB to resolve such issue(s)?

  I didn't get that affirmation from ID.me!
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:06/08/2025

  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.

  Im having problems with id me i uploaded driver license and i never received a email to confirm my identity

  

  Business Response

  Date: 06/10/2025

  Hi,
  
  Our records show that you were able to regain access to your account.
  
  Best,
  ID.me 

• Initial Complaint

  Date:06/07/2025

  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'**** is an ID verifier that can't verify identity and has some how deceived almost all government officials to approve and even partner with its website and I have been unable to sign up for college, or sign back into mysocialsecurity do to its lack of support over the fact I no longer have access to the email I originally sign up for.The creator of id.me has the power and control of everyone's identity and future success and should therefore be shut down for failure to provide support over what could cause an individual to commit suicide and should no way of been allowed to design a web page that holds almost every Americans personal information that could lead to an individuals over all well being, especially mental, this is insane I can't contact them until it's a weekday (Monday) to once again try and successfully login to an account I no logger have email access to.The inconvenience of this website as well as the capabilities to cause harm to one's future life is enough to call it quits! What right does I'd me have over our ID and personal information like this?

  

  Business Response

  Date: 06/10/2025

  Hi,
  
  Our support team is awaiting on your reply, last email from us was: 
  
  
  Thank you for contacting ID.me. After reviewing your account I see that you need an update. Im happy to submit an update request, but first, I need you to verify that you are the account owner by submitting photos of a document showing your name change along with a primary document with your updated name, such as a drivers license or state ID card.
  Name change documents we accept
  marriage certificate 
  domestic partnership document
  dissolution of marriage document 
  court-certified name-change document
  We accept originals or certified copies of these documents.
  How to submit your documents
  Go to ****************************************************************************;
  Enter ************************ in the Your Email Address field.
  Upload images of the front and back (if applicable) of your documents, then select Submit. Note that ****************** ID cards and CAC cards cannot be submitted.
  Reply to this email to confirm that youve submitted your photos. 
  Once your account ownership is verified, I will proceed with your update request.
  If you have any questions, reply to this email and Ill get you the help you need. 
  
  
  Best,
  ID.me 
  

• Initial Complaint

  Date:06/07/2025

  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.

  This is within the last 72 hours. I live in the *********** and as a veteran and US citizen I am permitted to access various governmental websites. These websites however require a 3rd party verification - I can only use ID.me. That company is preventing me from accessing any of the government webistes. I have been in contact with their support department which has been fruitless. No one has helped me or even tried to help me except an AI generated suggestions which seems to just go in circles. I want to know why I am not being given acess to the 3rd party verification properly so I can contact government websites. This is beginning to cost me money and time and frustration and great stress since one of the websites is for healthcare. I am 83 years old. my postal code is 2501, but your system won't accept only 4 digits.

  

  Business Response

  Date: 06/10/2025

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

  Customer Answer

  Date: 06/16/2025

  i shall be trying a suggestion which was sent to me.  If it doesn't work, I'll be back.

   

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

  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,
  
  ******* ******
  
  

• Initial Complaint

  Date:06/06/2025

  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.

  Dates are: Many many times over the years since 2021. Can't get to government sites using my MANY government IDs, verification/recovery codes, my passport and others. Can't speak to a human being to fix the problem. Can't even chat with a human being...only bots. This should be illegal on many levels. I am simply trying to recovery my grandfather's *** records and have tried so many times and give up. Because now I can't be 'verified' through ID.me when I have every single document proving who I am. When I have done EVERYTHING it has asked except upload an invasive VIDEO OF MYSELF. My SSN, my passport, my location, address, email, everything. I do not have video capability. I can't access any government site that uses ID.me. And funny story, this company makes millions off my information and I feel my rights have been violated.

  

  Business Response

  Date: 06/06/2025

  Hi,
  
  If you need VA access via ID.me but do not have a videocamera, there are in person options to complete the process:
  
  **************************************************************************************************************************************************************************?
  
  Best,
  
  ID.me 
  

  Customer Answer

  Date: 06/17/2025

  I did not receive notification of the company responding to my complaint.  Only the email from BBB closing it.  ID.me's response is not accepted.  "In person" options are not possible when you're military deployed overseas.  The passport, SSN, driver's license and answering every verification question they required is enough to get access to MY OWN INFORMATION.  

• Initial Complaint

  Date:06/05/2025

  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.

  This so-called business suspended my account arbitrarily. Requests for help seemed only to be handled by an AI bot, then never resolved. Very frustrating to US citizen abroad needing it for dealing with the irs. No way to reach a HUMAN -- what a demoralizing experience.

  

  Business Response

  Date: 06/06/2025

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

  Customer Answer

  Date: 06/07/2025

  [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: 23431289
  
  I am rejecting this response because:

  1) There is still seems to be no way to contact a human being at this business

  2) The email requests for another video conference with no explanation as to the original suspension nor any apologies for its waste of my time and preventing my normal access

  3) I would never in a million years normally do business with any entity with no identifying address and person's name attached to it -- I only did in the first place because the *** asked for this. This type of situation appears fraudulent. Where is DOGE to check on this horrible entity and the masses of personal data stored on individuals...then denying same individuals access to their own information

  4) no login available and many white areas on the id.me page

  5)why should I provide my very sensitive personal information again when it is already stored by id.me
  6) I prefer not to use multifactor authentication as I seldom use this service - about once per year but when I need it, I need it. 

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

  
  

  Customer Answer

  Date: 06/25/2025

  I would like for this to be resolved by id.me, which seems to refuse to add my country code to my international phone number. I am not going to go on another video call with them when they already have all of my personal and sensitive data. They need to add a +86 as the international area code in front of the first three digits of the number. It could possibly also work as 0086 in front of the 11-digit phone number. I have already wasted much time on this but they want me to continue to mess around. I do not know if there is a glitch in the system that does not allow for a foreign number, or whether they want something else. In any case, the resolution depends on this business to fix this error in my phone number so that their 'MFA' will work for me to log in. Obviously I cannot receive the code to authenticate the log in if they refuse to put in my country code to my phone number. 

  Customer Answer

  Date: 07/02/2025

  They COULD add a more recent phone number of mine to the account but tell me I must do another video call with one of their employees. Is that really necessary? I already provided my proof of identity on a call. Plus a lot of personally identifying information that they have on me. Now l get this blocked message when I went to their site directly from the ******* page to login.

   

  

  Business Response

  Date: 07/18/2025

  Hi,
  
  If you wish to have your number updated, please reach out to our help center and we can gladly help you update it. However as I also read that you are not sure if you want to go through the identity verification process, you can also reach out to the *** for alternative options. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:06/04/2025

  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.

  ID Me is probably the worst most insufficient application the Government could use to identify. I am unable to access any of my accounts IRS, SSA, DES ect They refuse to delete/close my account. They have no customer service number only A.I. chat. They should be shutdown. I have placed several tickets this has been going on for 2 years now.

  

  Business Response

  Date: 06/04/2025

  Hi,
  
  Our records indicate that on 02/11/25 you deleted your account, you are all set.
  
  Best,
  ID.me 
  

  Customer Answer

  Date: 06/04/2025

  [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: 23416336
  
  I am rejecting this response because: I still do not have access!
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/13/2025

  Hi ********,
  
  As you deleted your account, you would not have access. If you need access you would need to create an account and complete your verification. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:06/03/2025

  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 have now spent 15 hours trying to get in. The authentification process is not working for me. Sent several tickets but "***" does not understand what i am trying to say. Speaking computer is very difficult for me as I am an old lady. I am trying t to book an Alaska cruise. As a veteran I am eligible for a discount. However I need ID.me to get it. Where can I get help?

  

  Business Response

  Date: 06/04/2025

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

  Customer Answer

  Date: 06/04/2025

  Thanks for your help.  **** at Support@idme got me fixed up.  Could not have done it without your help.

   

  **** ******

   

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

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

   

• Initial Complaint

  Date:06/01/2025

  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.

  Scam used by Lowes to verify that you are military to get military discounts. ID.me is unreachable and will not verify me in any shape or form. I am a retired Major from the *******. I have been trying for over a year now to try and get a military discount at ***** and have been unable to do this with an updated phone number to ID.me. I have given up on Id.me and have closed my new account because they have done absolutely nothing to help me get my information updated .

  

  Business Response

  Date: 06/02/2025

  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 today, 6/2/2025.

  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