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:10/10/2025
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 tried on multiple occasions to verify my federal retired law enforcement status by submitting multiple documents including valid federal retired law enforcement credentials from ***, retirement annuity record from ***, **************** on LE firearms permit for retired federal officers to no avail. **************** does not respond with any specific solutions except generic cookie cutter responses.
Business Response
Date: 10/11/2025
Hi,
You should now be all set and verified.
Best,
ID.meInitial Complaint
Date:10/09/2025
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 will not verify my 21-year honorable, retiree military veteran status. I previously had an active duty account. I have been retired for 2 years. I am a federal employee, post-active duty experience. As I attempt to "reverify" my identity (to use their verbiage), using the same info as contained in my still active Secret Clearance, which happens to be accurate information up to date (obviously), ID.me simply tells me repeatedly that they cannot verify me identity, despite DEERS, and *********, MILCONNECT, and everything else being perfectly accurate and up to date. When I attempted for more than 4 hours today to contact ID.me's customer service, it sent me to an AI chatbot that endlessly refused to direct me to an actual HUMAN. ID.me is FAILING veterans and military and retirees. Unacceptable. It would cost less to employee actual humans than it would be to drain the electrical grid for this AI garbage that doesn't actually help anyone. Shame on you.Business Response
Date: 10/11/2025
Hi,
As shared in our terms of service, you can only have one account. Please make sure you only keep this account open. You should now be able to verify with no blocks.
Best,
ID.meInitial Complaint
Date:10/09/2025
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.
In May of 2025 I attempted to set up an ID.me account and could never get the Verification to work. As a result, the account was setup without a name or address. On 10/09/2025 I was able to get into the account and add an address and a work email. However, there was not an edit available to add the name.I was able to submit a ticket, but no responses yet to the ticket.Eventually, my *** stopped working and continued to give me an error message. I was unable to reset the *** due to the fact that there was no name on the account to match up with. I tried my name, and I tried putting nothing in the name - but continued to get an error.The AI bot was not able to assist me. It got confused. I was unable to communicate with it. I am in an infinite loop and cannot move any further. It only would give me instructions on how to reset the ***** but I cannot successfully do that.I think it would be better to delete the account I have and start over - but I cannot sign into my account to delete it. Everything is too difficult. Throughout the verification process - it would not accept the pictures that I submitted. Why is this so difficult?? I would like to use the video verification, but I cannot get there due to the *** giving an error.There needs to be a way to contact a live person to assist. This is horrible customer service.Business Response
Date: 10/11/2025
Hi,
We see that as of 10/10 you are all set and verified.
Best,
ID.meInitial Complaint
Date:10/08/2025
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.
For some reason my account got suspended 2 years ago and I tried multiple times to get back in so I could look at my tax information on the *** website because for some reason they decided to only use you guys as an option. I keep getting the same runaround "you answered no to this question", "answer these three questions", "we will not reinstate your account". That's it there's no if ands or buts about it. There's no explanation. I need to get into this account so I can take care of tax obligations. You guys are hindering me from doing that because there's nobody to talk to. All I ever get is that stupid bot that just talks in circles and doesn't actually help. There's no one to contact on the phone, there's no email to send to an actual human being, it is absolutely horrible business. I need somebody to at least TRY to verify that I am me so I can get back into my account so I can start taking care of the things I need to.Business Response
Date: 10/11/2025
Hi,
An ID.me agent will be reaching out to assist.
Best,
ID.meInitial Complaint
Date:10/08/2025
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 tried multiple times to access my account, but I'm unable to because my phone number has changed. I have tried to trouble shoot with the bot but all it tells me is to verify with a video chat which I'm not able to access. Because it keeps telling me that I can't be verified. It is ridiculous that there's not a customer service number to reach out to to get help in a situation like this. I can't access any of my military record's now that I desperately need. There's been other items that I've tried to get like military discount on, But I can't because they have to go through verified IDME and I can't do it. All I'd like is for someone...a real person help me to resolve this issue. Because I am unable to do it through troubleshooting and with their AI Bot.Business Response
Date: 10/09/2025
Hi,
Please reach out to our support team via chat so that we can assist - **************************************************************
Best,
ID.meInitial Complaint
Date:10/06/2025
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 am attempting to verify my identity online at ID.me. All of my private information was untrusted to this site. I had two accounts with no way to verify my identity. On their website they only have articles to solve problems and no live customer support or help. The option that they gave people to merge accounts was not visible but a disclaimer was that sometimes it may not appear. Im missing out on payment because of lack of customer support and to be in charge of American citizens private data. Their AI system is of no help. I was supposed to retrieve my unemployment settlement of a little over 9000 my bills are do but I wont receive it until I can verify my accounts by merging. The article instructed me to delete my account I did that and still its showing up on there site because there are no live agents or customer service representatives.Business Response
Date: 10/07/2025
Hi,
An ID.me agent has resolved your issue, please attempt to verify again.
Best,
ID.meInitial Complaint
Date:10/06/2025
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 tried to log into my id.me account today Oct 6, 2025. My phone number changed and the system will not let me login. I have the correct user name and password. I tried the alternate MFA verification and I am still denied access to my account. I have all the correct information. After these steps, there is no way to talk to a human for help. I do not have health insurance today because I cannot get into my id.me account. This is beyond frustrating.Business Response
Date: 10/07/2025
Hi,
An ID.me agent was able to reach out and assist via chat.
Best,
ID.meInitial Complaint
Date:10/05/2025
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.
I submitted a ticket for the second time to fix my ID me account because ********************** uploaded a mixed up information to my CA EDD account. For the second time, ID me closed the ticked by a BOT without a resolution.Business Response
Date: 10/06/2025
Hi,
Please review ticket response from agent.
Best,
ID.meCustomer Answer
Date: 10/06/2025
They closed the ticket without any response or resolutionCustomer Answer
Date: 10/06/2025
I received an email from them. I will check in the evening if the resolution worked.
***** *******Initial Complaint
Date:10/05/2025
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.
I was trying to register for VET TIX, via ID.me, and I was NOT able to. The first sentence in the pop-up explanation was the following: ID.me returned your classification as Military Spouse. My classification now and has been since, November 18th, 2011, is SURVIVING SPOUSE. ****** ******* is my late husband. Date of Death was, November 18th, 2011. Please change my classification to: Surviving Spouse, so I may use my ID.me Account, that already exists. Thank you, ********** ******-*******Business Response
Date: 10/06/2025
Hi,
We have revoked your verification so that you can verify as a surviving spouse. Please make sure you use the document upload option.
Best,
ID.meCustomer Answer
Date: 10/06/2025
RE: 23975767
RE: ID ME
RE: The issue continuesID ME, please e-mail me a LINK, so I may change my status to a SURVIVING SPOUSE. I have tried what you posted as your response to me and it does NOT work. Thank You! ********** ******-*******. Monday, October 6th, 2025.
Business Response
Date: 10/11/2025
Hi,
We see that you are already completed the surviving spouse under another account under ***************** email.
Best,
ID.meCustomer 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,
********** ******-*******Initial Complaint
Date:10/05/2025
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 uploaded incorrect information to my EDD account. There is no live person to help me. I emailed to fix it but dismissed my ticket by BOT and had no resolution.Business Response
Date: 10/06/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.me
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