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
- 1,457 total complaints in the last 3 years.
- 496 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:10/17/2025
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 response to 2nd email: STILL NO ACCESS TO BE ABLE TO GET INTO MY ID.ME ****** EMAIL (VERIFIED) ACCOUNT TO ADD TO MY WALLET MY MILITARY BENEFITS CARD.... EVEN THOUGH I'M ALREADY VERIFIED!!! THIS IS MORE THAN FRUSTRATING!!TWO TIMES I'VE GONE THROUGH THE PROCESS OF TRYING TO LOG IN, THEN THE STUPID CHAT BOT & FINALLY A HUMAN BEING THAT PROMISES THAT THE ISSUE WOULD BE RESOLVED...THE SECOND TIME, SHE TOLD ME IT WOULD BE DONE IN...NO LONGER THAT....5 MINUTES!! I'M STILL WAITING!!!*Copy of text from 2nd email dtd 16 Oct 2025 (I have screenshots also Hello,Thank you for contacting the Account Recovery Team. Since we determined that resolving your issue doesnt require completing a video call at this time, your account has been transferred to another team. An agent will follow up with further assistance shortly.We appreciate your patience as we work to get everything resolved for you.All the best,Have more questions?Visit our *********** Terms of Use | Privacy Policy Copyright 2023 ID.me All rights reserved This email is a service from ID.me.[PJ5Z6V-NNEM1]I didn't respond to the 1st ticket; just waited the time the cs agent told me to & tried again to get my issue resolved.*Copy of text from 1st formatted ticketed response dtd 14 Oct 25 Hello,Thank you for contacting the Account Recovery Team. Since we determined that resolving your issue doesnt require completing a video call at this time, your account has been transferred to another team. An agent will follow up with further assistance shortly.We appreciate your patience as we work to get everything resolved for you.All the best,Have more questions?Visit our *********** Terms of Use | Privacy Policy Copyright 2023 ID.me All rights reserved This email is a service from ID.me.[Z017JK-LY0ZK]
Business Response
Date: 10/24/2025
Hi,
Please refer to the reply for our team on Tuesday 10:47am - once replied, we can keep assisting.
Thanks,
ID.meInitial Complaint
Date:10/17/2025
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.
Trying to log in to Id.me for ** workforce for past week. I've tried to verify and update setting and information with Id.me . Same response unable to update settings There was a problem verifying your information.. I have tried contact support and the results are the same as before unable to update.I went to IA workforce and used their computer and got the same response. ** workforce said it's ID.me issue . Id.me says it's an IA workforce problem.I can't do anything until this issue/problem is resolved and it all starts with ID.me and the inability to verify my id.I don't understand how Id.me has no phone support or human chat support. I can't do anything until this issue is taken care of and that won't happen with an AI generated response asking me the same question or giving me the same answers.Business Response
Date: 10/24/2025
Hi,
You should now be able to proceed.
Best,
ID.meCustomer Answer
Date: 10/30/2025
[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:10/17/2025
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.
Ive had ID ME since 2019 using it for the VET TIX website using email ***************** I am a 26 year retired vetran who now works for the federal government. This year I was notified by my healthy VET that I would not be able to sign in with my common access card (government log in ID) and I would have to get a username and password. When trying to set up the account it took me to ******************** and set up another account using my work email. ******************************* now the Vet Tix and VA will not accept either as a verified account. I am not able to change any information in either ID account and unable to merge the accounts. On vet tix and id me website you cannot get any assistance. No phone to call and the robo chat just keeps taking you into a never ending loop or it doesnt understand.Business Response
Date: 10/24/2025
Hi,
We see that you were able to get situated under one account.
Best,
ID.meInitial Complaint
Date:10/15/2025
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.
The ** verification process does not work, entered all of my information multiple times and they could never verify, I went to their IM Chat because they dont list any phone numbers or have any other way to contact them. The help desk is worthless, they basically tell you to try again and then to let them know if it doesnt work. They have zero supportBusiness Response
Date: 10/17/2025
Hi,
We see that you are now verified after connecting with one of our video agents.
Best,
ID.meCustomer Answer
Date: 10/17/2025
[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 ********, although I now have access and accept that the issue has been resolved, it wasnt because the company tried to resolve the issue with me, it was me that spent 4 plus hours working to resolve the issue. Their system is still broke and the entire process is about getting as much personal information they can about a person. You can tell by the limited response they provided they have no idea what customer service is and unfortunately make deals with organizations that have no clue what they are getting itheir members jnto.
Regards,
****** ******Initial Complaint
Date:10/15/2025
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.
Locked Out of My Account and Lost a Job Because of ID.meI tried using ID.me to verify my identity and complete a background check, and it was a complete nightmare. I created an account with my email and password, double-checked for other accounts, and everything should have worked but it didnt. The system told me I had an old account tied to an email I cant access.Because of this, my background check was delayed, I lost the job opportunity, and the stress and frustration were overwhelming. I tried contacting support through chat, but the system kept insisting I was signing in and never let me speak to a real agent. I also tried submitting a ticket, but it didnt go through before my background check expired.ID.mes website and support process desperately need improvement. Based on my experience, I cannot recommend this service to anyone.10/15/2025Business Response
Date: 10/17/2025
Hello,
Thank you for contacting ID.me. My name is ********* and Im here to help.
I understand you need to update your email and multi-factor authentication (MFA).
Youll need to complete a video call to update your account. Heres what to do:
Select this link:
Get Started: ***********************************************************************
Select the chatbot symbol and answer the questions in the chat.
Live Chat sessions are available between 8:00 a.m. to 11:30 p.m. Eastern Time, Monday through Friday.Initial Complaint
Date:10/15/2025
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.
Past 8 months; no response for email support and no real people helping...My account I feel has been breached and is tied to 2 other entities accounts...because of this I cannot get my personal IP PIN to file my taxes at all...Tried so many times, and still no answer...ID.ME has robbed me of so much time and stress I plan on getting a civil suit...Business Response
Date: 10/17/2025
Hello *****,
In order to complete your verification, you will need to join a live agent on the video call to review your information. Once that is complete, you will be able to sign in the *** to view your personal account.
At your earliest convenience, please locate the ID.me email with the subject line: Action Required: Join a video call from there you can join the queue.
Please let me know if you have any additional questions and I will be happy to help.
Warm regards,
ID.meCustomer Answer
Date: 10/18/2025
[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: 24018764
I am rejecting this response because only until I posted a BBB complaint, I got an actual email and dialogue with an agent from Id.Me to fix my issue that has lasted for many months. So, NO I reject this response and ID.ME issues need to be resolved the general public. Last year it cost us 278 bucks in fees with IRS and not-to-mention the countless hours wasted trying to get in, repeating login, repeating photos of ID, Docs etc., because we couldn't get a video call for my husband for 4 months until I bombarded ID.ME with emails.
Regards,
**** ******Initial Complaint
Date:10/14/2025
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 have an issue with IDME and I cant speak to anyone to fix it and the issue involves information thats incorrect of two identities and I can only email correspondance them and I cant do it , I need to speak to them . these people are in charge of records for social security . I need a phone call with them not email , they emailed me do you still have an issue , I said yes please call me , whats your issue .... I really dont have time for this c*** I need to fix an issue my info is mixed with another persons info, I need a call at **********Business Response
Date: 10/17/2025
Hello,
Closing your account;
Sign in to your ID.me account. Navigate to the Sign In & Security page, then select Privacy.
From the My Data Rights section, under Manage my data, select Remove my data, then Close my account.
Select Continue.
Select a reason for closing your account from the menu, then select Yes, close my account.
Your account will now enter a mandatory 7-day waiting period. If you change your mind, you may be able to recover your account during this period. After 7 days, your account will be permanently closed.
If you have any questions, reply to this email and Ill get you the help you need.
All the best,
ID.meInitial Complaint
Date:10/14/2025
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.
ID.ME Ticket Number 2307-3869.I have attempted to connect with ID.ME multiple times regarding having two accounts and the possibility of merging the accounts. This is causing hardship to myself and my family, as I am unable to verify my military service. On one account I have my identity verified and on the other I have my military service verified. I cannot complete a verification without having both on the same account. It is impossible to get any assistance. All i get are Bot responses that do not solve the problem. If this is a system that is going to be utilize for such important verification, they need to do a better job of responding to customer issues. Can someone please help. Thank youBusiness Response
Date: 10/17/2025
Hi,
You should now be able to verify with no blocks.
Best,
ID.meInitial Complaint
Date:10/13/2025
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.
ID.me has my legal name wrong and I am trying to edit it. The response I got was unable to process request. It does not allow me any option to upload documentation of ID to edit this. I am just trying to edit my legal name on here so that I can complete a background check for employment. The email associated with my account is also an old work email. I no longer work for that company and need to change my primary email to a personal one. The website is also not allowing me to change my primary email address. All support contact has been unhelpful and just sending me links to things I have already tried to do.Business Response
Date: 10/14/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:10/10/2025
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.
Since 2024, ive been asking ID ME to assist with a suspended GMAIL account. They are using ***, and AI program. This program has replied that since my email came from Hotmail, it not suspended. As a veteran numerous venders such as Veterans Affairs are using IDMe. Its critical they provide live tech support so that we can access services we need.Business Response
Date: 10/11/2025
Hi,
You should now be able to complete your military verification under your active account.
Best,
ID.meCustomer Answer
Date: 10/11/2025
[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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