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
- 1,465 total complaints in the last 3 years.
- 507 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:09/16/2025
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.
This is probably the worst service I've used in years. It cannot find my military records nor will it let me upload it. Support is the worst. The instructions are unclear as to what they want me to do to fix it. Then apparently you have to verify through a video call for **** near everything. Its a pain in the a** and a horrible decision from the government. I cant wait until the government gets rid of it.
Business Response
Date: 09/17/2025
Hi,
As stated on your conversation with our agents; Unfortunately, a conservatorship or power of attorney may not speak for you during the call. Please contact the organization for next steps.
Best,
ID.meInitial Complaint
Date:09/16/2025
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 had to register with this 'service' in 2022. I used my personal email and went thru the 'process' of registering. Fast forward to 2025 (today). One of the business I use requires this 'service'. I forgot I registered back in 2022....so I registered with my work email address today. Big mistake. After close to 45 minutes I realized I had to delete the new profile, so I could add my work email to my personal profile. No customer service....no person. This stupid chat, that's all. As absolutely frustrating as that is, I finally got someone to 'start a video call' with me. This 'person' canceled the call...so I sat staring at myself..... NOW, I have to wait ANOTHER 30 minutes to try and catch a 'person' on this 'video call'. All to get a work email added to an account I had to create back in 2022. I need this to work for my JOB and it's still not FIXED! Absolutely worst experience.Business Response
Date: 09/17/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:09/16/2025
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.
Original email contact with id.me support was online on 9/11/2025. after executing the automated response directions numerous times, in attempting to recover my account, I sent them multiple email responses , as directed on 9/11/25 and again on 9/12. "A live support agent will respond as soon as possible." this was the automated response from them. I have been repeatedly locked out of the suggested recover measures by them to recover/access my account, along with no "live support agent" to contact me and rectify my situation. Basically, my attempts to access/recover my ID.me account have been met by unhelpful recurring bot generated responses, that tell me to do the same thing over and over again, only to result in locking my account and NO RECOVERY OR ACCESS !! They are basically dismissive, useless and unresponsive.Business Response
Date: 09/17/2025
Hi,
You should now be able to proceed under your current account.
Best,
ID.meCustomer Answer
Date: 09/17/2025
They responded to the complaint stating the issue has been resolved and I can now access my account. I attempted to log on today 9/172025 and was unable to with error message that my email or password is incorrect, just like it has in the past, so the issue has NOT been resolved!Customer Answer
Date: 09/17/2025
Still NOT able to access my account despite what they have responded. Attempted today 9/17/25 and same error message as before, password or email not correct.Initial Complaint
Date:09/15/2025
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.
I have an ID.me account but when I tried to use it to receive a veterans discount on the ******* site It says we couldn't verify your information. it appears that you may have already verified you military status with ID.me on a different account. Please sign in using the original email address and password you registered and verified under. However, I cannot log into the original account as I do not remember setting up another account. The only account that I know of is the one I can log into and gives me the message above. I have tried for 2 months now to figure this out but there is no human I can talk to. This has become the impossible task.Business Response
Date: 09/17/2025
Hi,
You have an account under a *************** email address. Please log in with this email to proceed and gain access to the discount.
Best,
ID.meInitial Complaint
Date:09/14/2025
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'm a Disabled US veteran & can't login into any goverment accounts including the ***. I verified with ******************* through your live video call agent & immediately was suspended after trying to login. The reason is because I had frogot which email was used previously and made new emails without verifying. I've been trying to get this resolved through email **************** responds. I'm asking my account is fixed immediately please.Business Response
Date: 09/17/2025
Hi,
An ID.me agent has reached out to assist
Best,
ID.meInitial Complaint
Date:09/14/2025
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 signed up to id.me with my old email address ********************** I have had this account for years but I don't have access to the email anymore. For some reason they temporarily suspended my id.me account. I attempted to get back in but it says if I do not have access to my old email I have to make a new account because there is no way to recover an account if you do not have access to the email. The website states you have to create a new account. I created a new account with my new email **************************** They will not allow me to verify my nursing license or apply for the anchor 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: 09/17/2025
Hi,
You should now be able to proceed under your current account.
Best,
ID.meInitial Complaint
Date:09/13/2025
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 is intentionally holding on to my personal information and documents while they refuse to attend to my case and get me verified, its been long months back and forth. They made me create a new account and after i tried to verify with the extended video they still wouldn't verify me even after i have expressed that i need to get access to my personal documents on the government website. The agent in contact with me says he has no idea of what is going on either which sounds really ridiculous, they have kept on delaying me and escalating and expediting my case with no results this is a very poor performance because i believe this has also affected a lot of Americans like myself who have been denied access to their government benefits and others important things just because we need to verify through idme. Why cant someone fix this mess, they keep passing it on to each other, from one clueless agent to another, they wont allow me finish up the video call. This is a supposed self service platform where individuals can sign up and verify within 5-10 mins, i feel like this is an infringement on my rights and personal information and i will make it my priority that id.me gets sanctioned accordingly for all what they have caused me i will be contacting my lawyers about this.Business Response
Date: 09/15/2025
Hi,
Once you have the documents needed to complete the required video verification call, we will be able to assist.
Best,
ID.meInitial Complaint
Date:09/12/2025
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.
Unable to access the *** website due to lack of response from ID.me. They've constantly deleted our support tickets and refuse to review documents to schedule a video verification. When asked if they provide in person so we can handle our time sensitive tax issues, that too was deleted and ignored. We have provided 5 forms of ID and have gotten nowhere. We can't even take out a loan without access to these documents.Business Response
Date: 09/13/2025
Hi,
We see that you were able to complete your verification.
Best,
ID.meCustomer Answer
Date: 09/13/2025
[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:09/12/2025
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 been attempting to log into my ******* account to determine the status of my return. I can only accomplish that by setting up an account with **********************. I have avoided them for years for discounts because I feel like they require too much personal information for a 10% discount. However, it is now the only way to verify your identity and log into your account with the IRS.I started by setting up an account on August 15th, and within 20 minutes of submitting data, was locked out of my account. the ** chatbot "***" replied that my issue must be elevated to a higher level for review. That review took over 14 days. I was then sent an email by "***" requesting that I answer 6 specific questions before my account would be unfrozen. On September 11th, I was sent an email that my account was unfrozen It is now the 12th, and I am re-submitting all my information and the process has taken an hour and a half and I am still waiting for my document review and live verification. My complaint is that it has taken a month to simply access my ******* account and ********************** seems to have a sole source contract, but it takes them a month to verify my ID and I have no doubt that information I submitted will be sold in the future. 1) how is a month a reasonable amount of time reasonable to wait for this service?2)Terrible customer service, with absolutely no number to call for support.Business Response
Date: 09/13/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:09/10/2025
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.
cannot resolve account login problems - need to speak to real live humanBusiness Response
Date: 09/11/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.me
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