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:09/28/2025

  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 been trying to contact idme for over a month regarding my account which was suspended for reasons unknown to me, i tried to create a ticket with my compliant and a representative is yet to reach out to me, i need to regain access to my account so i can get my tax records and transcripts because i needed these documents to complete my application on the government website, the delays wont help i have tried everything but not working please idme reach out to me as soon as possible and have someone fix this before i got nuts . Thank you!

  

  Business Response

  Date: 10/03/2025

  Hi,
  
  
  Please submit a help request on our site so that we may assist.
  
  Best,
  ID.me 

• Initial Complaint

  Date:09/26/2025

  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.

  In an attempt to report a fraudulent case to ***** trying you do the right thing and make sure I reported Trademark Pro, a fraudulent company selling misleading trademark service ID.me blocked my account and me now I cant complete a USPTO form. Ive spoken with ***** and confirmed Trademark Pro never filed applications they assured me the did. I am able to complete the application now per *****, but ID.me has a chat feature that disconnects you after an escalation and you never get a resolution. Its been over a week. I tried to be a good citizen, report a fradulent complaint and now Im being penalized with no resolution! Ticket Confirmation Details:Ticket Number ******** Description ********

  

  Business Response

  Date: 09/30/2025

  Hi,
  
  An ID.me agent will be reaching out to assist. 
  
  Best, 
  ID.me 

• Initial Complaint

  Date:09/24/2025

  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.

  In attempting to log in to my id.me account, I am directed to a page which asks for a 6 digit confirmation code sent to my email. However, I never get an email (and yes, I checked spam), and after repeated attempts, have resorted to a complaint here at BBB given there is NO contact number or way to speak to anyone or get any help troubleshooting. The troubleshooting FAQ articles don't address this specific situation, so I am unable to do anything.

  

  Business Response

  Date: 09/26/2025

  Hi,
  
  We see that you were able to receive the emails and regain access to your account.
  
  Best,
  ID.me 

  Customer Answer

  Date: 09/26/2025

  [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 while you are correct that I was able to access my account, this was only after multiple hours were spent troubleshooting different ways to get in. Ultimately, re-setting my password jogged the system, but this was an infuriating experience especially considering there are NO other options when attempting to access federal government sites. A terrible consumer experience, and I expect that you will take this detailed feedback and resolve immediately so that others are not subject to precious time lost. 
  
  Regards,
  
  ********* *******
  
  

• Initial Complaint

  Date:09/23/2025

  Type:Order 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 required by some companies, yet i cant get them to verify me.

  

  Business Response

  Date: 09/26/2025

  Hi,
  
  Please send us a help ticket with the email you used on our site. Info provided here was not able to be used to find an open account.
  
  Best,
  ID.me 

• Initial Complaint

  Date:09/22/2025

  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 Unqualified to Gatekeep Access to Critical Governmental Websites Following multiple failed attempts to file a formal complaint with ID.me directly, I am compelled to make this issue publicly known. ID.me creates unacceptable barriers for those attempting to access government websites through their system. Given the essential nature of these services, the issues I have encountered are not only frustrating but also entirely unreasonable.ID.me provides severely limited means of communication (no phone or email service), leaving clients without an effective way to reach assistance when it is urgently needed. The lengthy delays in response are indefensible, especially in situations where immediate attention is required. This lack of accessibility undermines the very purpose of using ID.me as a gatekeeper to government resources.Equally troubling is ID.mes reliance on an AI chat feature that is, frankly, ineffective and inefficient. It does not address real concerns, cannot adapt to specific circumstances, and fails to provide meaningful solutions. Forcing clients to engage with such a tool as the only means of communication, in place of human support, is a disservice and conveys a disregard for the people and organizations who are required to utilize ID.me. ** is not ready to be the sole means of communication for such ************ the sole provider of this critical access, ID.me has an obligation to deliver timely, competent, and human-centered support. At present, they are falling well short of that responsibility. I urge ID.me in the strongest possible terms to reevaluate its practices, expand communication channels, and ensure that human representatives are readily available to address client needs promptly.This matter is not simply about convenienceit is about ensuring uninterrupted access to essential government resources. Anything less is unacceptable.

  

  Business Response

  Date: 09/26/2025

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

• Initial Complaint

  Date:09/22/2025

  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.

  This company is crucial for verifying your identity for many things, especially government or student related. My account has been locked for 9 months and I cannot get anyone to help me fix it. The company only uses an AI helper agent that guides you to pages in their website for help, but once you need actual help, it is impossible to get.

  

  Business Response

  Date: 09/26/2025

  Hi,
  
  We see that you are all set with access under your @******* email.

  Best,
  ID.me 

• Initial Complaint

  Date:09/22/2025

  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.

  I have been trying to regain access to my account for months, and have followed all of the steps listed on their site. The chat bot serves no purpose other than to waste time and cause frustration. My account shows as suspended due to too many attempts, but the chat bot answers with it's same limited circular programming. I have submitted numerous requests and the responses i keep receiving send me right back to where I started. In addition to causing extreme frustration, this has caused deep concern about my personal information being in the hands of a seemingly technologically-lacking and uncaring company. Is my information safe if I cannot even access my account or get technical support? Seriously, I am worried.

  

  Business Response

  Date: 09/26/2025

  Hi,
  
  Please complete a password reset with your @*********** to regain access.
  
  Best,
  ID.me 

  Customer Answer

  Date: 09/26/2025

  [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: 23916689
  
  I am rejecting this response because: I have tried that numerous times without success. 
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/11/2025

  Hi,
  
  You are yet to try since this was suggested here. Please retry. 
  
  Best,
  ID.me 

  Customer Answer

  Date: 11/03/2025

  [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 ********. 

  This was resolved and I responded to the business directly at the time and thanked them for taking care of it. 

  The representative unlocked my account and I was able to logon. 

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

  
  

• Initial Complaint

  Date:09/18/2025

  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.

  Have been verified as a vet before, ******* want me to be verified again. I'd me won't allow me in, I do not remember my email address from years ago nor my password. There is no way to speak to anyone, it is all ai. Need to be verified to receive discount, not looking for money now but in the future might look for reimbursement. Your form would not allow me to put in my email, it is ************************ need to speak to a real person from I'd me to resolve this problem.

  

  Business Response

  Date: 09/26/2025

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

• Initial Complaint

  Date:09/17/2025

  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 have tried to contact IDME via options on their website to register a complaint about the performance of one of their agents. I cannot reach them by phone or chat. These two options are automated with standard replies which do not provide complaint submission instructions?

  

  Business Response

  Date: 09/26/2025

  Hi,
  
  You may reach out to us via *****************************************************
  
  Best,
  ID.me 

• Initial Complaint

  Date:09/17/2025

  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.

  I need to file for maternity leave benefits and cannot because I cannot update my ID.me account as I have an account with an email that I no longer have access to. Its AI bot is beyond useless and I cannot get hold of a real human to solve my problem despite following their instructions and waiting patiently. Their customer service system is negligent and I would never use this service if I had any other choice.

  

  Business Response

  Date: 09/26/2025

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