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:11/05/2025

  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'm a military veteran. I've tried to establish my membership in the military community through their verification process and it always fails. I get an error that says: We couldn't verify your information. It appears that you may have already verified your status with ID.me on a different account. Please sign in using the original email address and password you registered and verified under. I've used a single personal email account for at least 20 years! Since long before ID.me existed! My complaint isn't that they have a faulty system, or at the very least made an error in this instance, it's that there is LITERALLY NO RECOURSE. There is no remedy to this situation. The support system is an ineffective ** system. The ** system automatically closes my support requests without assisting me, and there is NO WAY TO CONTACT A HUMAN. I've tried their chat, and each time it says it's connecting me with a representative, an arbitrary amount of time passes and I then I'm disconnected with a message like, "live chat ended". I'm stuck unable to verify my veteran status with companies like ****** because ID.me messed up and there's no way to fix it or get help fixing it.

  

  Business Response

  Date: 11/06/2025

  Hi,
  
  You should now be able to continue and verify with no more blocks. 
  
  Best,
  ID.me 

  Customer Answer

  Date: 11/06/2025

  [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:10/29/2025

  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 doctor. I have to use ID.me to be able to submit disability paperwork for my patients through the CA EDD. Software bugs have repeatedly delayed my verification from updating and prevented me from being able to create an EDD account. It is extremely hard to get in touch with ID.me support and the first time I was finally able to do so, they misled me and told me their issue (with their software) was not one they needed to fix. Delays in being able to reach support are keeping me from caring for my other patients and delaying my patients access to the benefits she needs.

  

  Business Response

  Date: 10/30/2025

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

• Initial Complaint

  Date:10/29/2025

  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.

  Non access to essential ******** Benefits ******** because of the following verification and support failures:LOGIN PROCESS: stuck in a continuous loop requiring repeated verification.VERIFICATION PROCESS: stuck in continuous loop requiring repeated submission of documents to prove identity.PROOF of IDENTITY PROCESS: stuck in continuous loop requiring continuous submission of proof of identity. PRIVACY CONCERNS: Repeated submission of personal documents and facial recognition requirements. Recommendation for resolution; login tto your ID.me account.POOR CUSTOMER SUPPORT: lack of human support result in BOT generated responses that do not resolve the issue or result in access to essential Department of ******** Affairs resources like: ********* Enrollment Verification for Education Benefits.Enrollment Verification for Housing Benefits that are dependent on enrollment verification.

  

  Business Response

  Date: 10/30/2025

  Hi, 
  
  We have sent you an invite to our video verification option so that you can be verified. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:10/26/2025

  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.

  ***** ****************************** **********, ******* Email: **************************** Phone: ************** Date: October 26, 2025 Better Business Bureau Attn: ******************** Subject: Formal Complaint Against ID.me for Failure to Provide Adequate Customer Support and Access Assistance Dear BBB Representative,I am submitting this formal complaint against ID.me, the identity verification company contracted by the *** and the ******************************** (*****), for repeated failures in allowing me to access my accounts and complete required verification.Over the past several months, I have made no fewer than fifteen (15) attempts to upload my identification information and complete verification through ID.me. Despite providing all requested documents and following every step, I have repeatedly been locked out or redirected with no resolution.This has prevented me from accessing IRS and ***** services, which are essential for both my personal and business operations.ID.me provides no live customer service or phone support, forcing users to rely solely on slow or non-responsive email exchanges. This is unacceptable for a service mandated by federal agencies. Not all Americans are computer-savvy, and there should be an immediate human support option availableespecially when the inability to verify affects access to critical government systems.I am requesting the following:Immediate human support or callback from an ID.me representative to complete my verification.Confirmation that my information is safely stored and not at risk of deletion or identity compromise.An investigation by the BBB into ID.mes lack of accessibility, inadequate support systems, and poor responsiveness for users who depend on their service to access essential federal services.I would appreciate confirmation of receipt and next steps for this complaint.Sincerely,***** ****************************** Birmingham, ** ?? ****************************

  

  Business Response

  Date: 10/28/2025

  Hi,
  
  We see that you are all set and verified under the email you contacted us under. If you are having issues accessing the account, please complete a password reset to regain access.
  
  Best,
  ID.me 

  Customer Answer

  Date: 11/07/2025

  Subject: Request for Reopening & Review of Case ID #*********************************
  
  Dear Accredited Dispute Resolution Team,
  
  The reason I did not respond earlier is that I have still not received any communication or follow-up from ID.me. Without a response from the company, I was unable to confirm whether the matter had been resolved.
  
  Going forward, I will always respond once the business communicates with me; however, in this situation, they remained unresponsive, which prevented me from providing the closure you were requesting.
  
  Because this case was closed without any notification to meand while I am an actively paid BBB memberI am formally requesting:
  
  A survey or complaint form so I can submit a statement regarding the lack of communication from ID.me.
  
  A review and reopening of the case, as the issue has not been resolved and no final communication was received from the business.
  
  Please advise on the next steps, and I will provide any additional information needed.
  
  Thank you for your assistance.
  
  Sincerely,
  Bo (*****) *******
  **************************************************************************
  ************

• Initial Complaint

  Date:10/24/2025

  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.

  I signed up to id.me with the work email address from employer that I no longer work for. I don't have access to the email anymore. I created a new account with my new email. They will not allow me to verify my driver's license or apply for the benefits with this new account. It keeps telling me to use my old account which I cannot access due to not being able to access the email. I have my phone number on file with them in order to do a multi step verification but it does not give me the option to do any of that - it just continues to tell me to use my old account. I have done their "chat bot" I have emailed them multiple times and all I get is a generic computer generated response and nothing changes. They do not help, there is no phone number to contact them. You cannot email and speak to a person. I am a single mother and I need to apply for these benefits. I have verified my new account with my drivers license and a video call so they know its me, yet they will not merge my accounts or help me fix this issue. This is ridiculous..they literally did a video verification and still will not merge my accounts. They have no customer service. I need someone from there to call me and fix this issue. It is absolutely not right that I cannot submit this application because of their websites mistake. I will submit complaints every single day until this gets fixed.

  

  Business Response

  Date: 10/28/2025

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

• Initial Complaint

  Date:10/23/2025

  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 need to contact support for an issue I'm having, but there is no way to speak to a person. I need this account in order to receive unemployment benefits in my state. A look at IDme's ******** messages indicates that this is an ongoing problem.

  

  Business Response

  Date: 10/28/2025

  Hi,
  
  We have sent you an email invite into our video verification with one of our Trusted Referees to get you squared away.
  
  Best,
  ID.me 

  Customer Answer

  Date: 10/28/2025

  [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:10/23/2025

  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.

  I received a email stating mt id.me account was disabled attached below:ID.me Reset Your ID?.?me Password Now Hello,As part of our commitment to protect your account, we routinely monitor all ID?.?me accounts for unusual activity. Recently, we detected potentially unauthorized attempts to access your ********** a precaution, we temporarily disabled your account. To regain access, select Reset password and create a strong, unique password that includes at least eight characters, one lowercase letter, one uppercase letter, and one number.Reset password Please be on the lookout for suspicious communications. ID?.?m?e will never call you to ask for passwords or codes.If you believe your ID?.?m?e account may be compromised, report it immediately.Thank you for helping us keep your account secure.I can receive from anyone else to that email but not id.me for anything. tried reseting it, received no email, and yes i made sure nothing in spam and made sure *********** and *@***** was in the allow list. I created a new account with gmail address ******************* to try and merge then and be able to get into ******* and ****** again. does not allow me to merge and when trying to link new account to ******* and ****** it tells me a existing email already exists. I am at a lost. went thru chat and got reset every 7 minutes from a 20+minute wait. so cause in a loop. created a trouble ticket with support via email. This is frustrating as it has me locked out of two important sites because both only accept ********* or *****. and ********* doesn't work either.

  

  Business Response

  Date: 10/28/2025

  Hi,
  
  We see that you are all set and verified under your ************ email - please continue using this account. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:10/23/2025

  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.

  I have attempted to link my ID me account to my new place of employment so that I can prescribe medications. I added my new work email (and my employer adding me to her account) and made it the primary email. I am able still to send controlled substances with the ID me verification code currently, however the code that works is still attached to my former employer (which is not acceptable). There is no way to trouble shoot this or connect my ******* to my new employer. I have used the automated customer service email several times (though none of the drop down categories that they force you to choose seem to apply). I have received automated replies from a BOT that tell me to do things I have already tried on the website. I have asked to be connected to a real person so that this can be rectified. I keep getting a response from the **** It is essential that this is fixed so patients can continue to get their medications! How on earth can I get connected with an actual customer support person!

  

  Business Response

  Date: 10/28/2025

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

• Initial Complaint

  Date:10/22/2025

  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.

  My ID has been stolen and compromised. I was tricked by a person on line and charged up credit cards and inadvertently gave out some information regarding credit card numbers and they have been hacked and maxed out, even opened new accounts where new credit cards were sent but I never received. I have a freeze and fraud on the three major credit bureaus. I have called lending corporations and stopped two that I am aware of from getting loans, like home equity loans. One credit report noted that I was found on the dark web in the year of 2024, long before this situation. I am concerned about my ID.me account as I at one time registered and signed in after several attempts and received an ** pin number. Since then, the account I set up and had the ** pin number on, I no longer have access to. When I tried to change the password the account stated I have the wrong telephone numbers and the password had already been changed by someone other than myself. I tried the chat on ID.me but keep getting different responses about only being able to have one account. I am concerned someone is doing something with the ***, my taxes, a loan or something else. Possibly related to getting an LLC set up as at one time was thinking about opening a horticulture type business. Possibly taking my tax money submitted from my paychecks? With the government being closed down I have not been able to get assistance needed. This would be an unknown amount of money or credit as I don't have access to. I am also concerned that someone may have hacked into my cell phone as I got updates with what my sign in passwords are.

  

  Business Response

  Date: 10/28/2025

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

  Customer Answer

  Date: 10/28/2025

  If I am understanding this communication, ID.me has assigned an ID.me agent to review my complaint of possible fraudulent activity on ID.me and to the *** or other agencies through ID.me. If that means they are still researching then I am okay with that. 

  Customer Answer

  Date: 11/08/2025

  Sorry this may be a repeat. I am needing to verify if there's been any activity and what kind if so what to be done. Also if I'll have problems filing my taxes electronically by my tax provider. If I need the ** ID.me number I had originally set up or someone may have changed or if it's not needed. and verify what code is. I do not have any access to ID.me accounts. Thank you

• Initial Complaint

  Date:10/21/2025

  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.

  My ID.me account is suspended for no reason. I have tried contacting support for 2 weeks. They do not respond. ID.me is a scam of a business. There is no phone number for help. Only automated emails in which they ignore. This is an awful business that should be eliminated.

  

  Business Response

  Date: 10/24/2025

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

  Customer Answer

  Date: 10/24/2025

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