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
- 1,464 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:09/10/2025
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 human
Business Response
Date: 09/11/2025
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.
I created my ID.me account in 2023 when I was in the military. I was medically separated from the Army in 2025. I have applied for NJ unemployment. Its been over a month of having an error code E4301 pop up for self Verification, and Phone verification, or even in person Verification. There is no number to call a real person only an ********** support that only answers basic questions and gives basic advice that has not helped. I still have this problem and with no real answers. The ** says my information could be mismatched and to re-verify all my information I have done so 50 times. And still the same thing. Ive done it on multiple computers and multiple phones. If this is a federal requirement they should have ID.me liaison at or near state government benefits offices to help with issues or even just a number to call for assistance.Business Response
Date: 09/11/2025
Hi,
You should now be able to proceed with next steps.
Best,
ID.meInitial Complaint
Date:09/09/2025
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.
I have been having serious issues with Id.me and their poorly designed software for authentication. They have no customer service channels , such a phone number or any direct methods of ********** any user encountering issues outside of their software schema will have no resolution.I am highly distressed since this over rated malware of an algorithm is preventing me from verifying my identity and gaining access to my government benefits both federal and state. As a citizen I feel insulted that such an unreliable system has been instituted in everything I need to communicate with many government entities. I cant log on to ssa, ***, Florida commerce, ****, **********, and other websites relative to my civil liberties. Because, instead of a company based in customer service I have been presented with a lack luster chat bot. I am asking that this complaint be submitted to each of the entities mentioned. So that not only my issues with this company with seemingly no human employees besides the ones outsourced and unreachable be rectified. But also that the entities contracting with them can be made aware of how ineffective they are . And, since having no human involved in validating an identity means that this all software solution can and in my case is continually mishandled and error filled.Business Response
Date: 09/10/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meInitial Complaint
Date:09/08/2025
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.
********************************** is now requiring you to be identified by a broken "service" called ID.me in order to claim unemployment benefits. This service does not work, and I believe it is intentionally used to prevent New Yorkers from getting their owed benefits. I am 41, but consider myself proficient with computers and tech in general. If I'm having such massive issues, I worry for those who are older, and / or not as knowledgeable. There is no phone number, and no way to reach an actual person to assist with issues which everyone will encounter. Examples of issues: Creating a password asks for 4 requirements, but never tells you you need to add a special character to work. If that doesn't make you rage quit, and you can make it all the way to the final step which is to make a selfie video to confirm your ID, most likely you will recieve this error message (photo included,) with no work around, and 0 help options only to try again. I tried again 5 times with the same result. This should not be legal. Shame on Governor ***** ****** for implementing, in my opinion, this scam to prevent owed benefits.Business Response
Date: 09/09/2025
Hi,
We have sent an invite to our video chat verification option so that this can be taken care of.
Best,
ID.meInitial Complaint
Date:09/08/2025
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.
Id.me claims to be a business that can get a person on to government websites once the person's identity is proven. I went through the process and successfully proved my identity. However each time I go back to ******* and it sends me back to id.me and then id.me sends me back to *******, I still can't get into *******. I filed a complaint with id.me and through the process ( I don't know if it's a bot or a person) but an email came from ******** who turned out to be of no help at all. When I asked for the matter to be escalated to a member of management, ********** response that the matter would not be escalated to management at this time. However no reason for this refusal to escalate to management was provided. I stated again since no reason for refusing to escalate the matter was provided that the issue please be escalated to which I received the same response that the matter would not be escalated. This is extremely poor customer service. I have exhausted all efforts with ******* and even call them and follow the instructions provided by id.me to know avail. ******* says they are unable to help anymore and that they used to be able to assist but they cannot now. This matter involves I believe just a simple issue of how my name is listed because ******* has it by my middle name which is normally how I am referred by and id.me identified me by my first name. Initially ******** indicated that he might could change how my name is listed at id.me if I would upload a document showing my first name is how I'm referred to primarily. But prompted me to upload a letter from SSA proving that they have my name in their system by my middle name of *****. After that ******** responded that he would be up no help and that I could just stop responding to his emails. I would be happy to stop responding to his emails if I were to not receive any more emails from him and that the request be escalated to management as per my request. Extremely poor customer service ThansBusiness Response
Date: 09/09/2025
Hello *****,
Thank you for the update. If you have a primary document that shows your first name as ***** instead of *****, we can then update this on your account.
If you don't have any primary documents that show your first name as *****, we won't be able to make any changes.
If you have any questions let me know.
Best,ID.meCustomer Answer
Date: 09/10/2025
[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: 23854575
I am rejecting this response because: This business is now not responding to me when I advised via email that I had already uploaded a SSA document showing how my name should read and then I asked what additional information do they need and there has been no response from the business. ******** refuses to escalate my concern to a member of management.
Regards,
***** *******Business Response
Date: 09/17/2025
Hello *****,
Thank you for the update and apologies again for any inconvenience. If you are ever able to get a primary document that shows your first name as ***** instead of *****, you should be able to make a new ID.me account with your preferred/correct name but until then it seems the account will remain as is.
If you have any questions at any time let me know.
Best,
ID.meInitial Complaint
Date:09/05/2025
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.
Week of 9/1-9/5/2025: IRS login access is denied by ID.ME due to another account being established. My initiated account was registered in Spring 2025 (March), previous account was not mentioned. Previous account was for access to VA website due to being a VA MLO. This employment was ended in 02/2022 and has not been accessed in at least 3 years. Upon attempt to sign in *** website, ID.ME now flags this account preventing *** login for personal and commercial access. *** reset has been attempted now with SMS messages and a security key and access is still denied. There is no ability to merge accounts in ID. ME home page. ***, the assistant leads one in circles, inevitably leading back to a generic, boilerplate regurgitation of basic online account access troubleshooting (change password, confirm email address, change MFA settings, contact administrator) but contact with any human is NOT POSSIBLE due to the lack of phone communications, online calls, and a general team of individuals who could easily handle these common issues, as this is simply technical glitch needing reset by a human, but the complexities and nuance of human communication is not possible due to an underperforming and frankly useless AI messenger that is programed to simoky send you back to the ************* containing links to articles that contain further links leading one BACK TO THE HELP CENTER. There is no way to contact this company, they do not respond to emails except for auto generated responses, they collect arbitrary information while being as ambiguous about what their real function is, even though its a DATA collection agency.I need to start a business and access the *** website. This company stands in the way, and outside of contacting an attorney or my local representative (likely both) moving forward. This company is not legitimate and does not offer help in any way shape or form, other than telling you to read their help page again.Business Response
Date: 09/08/2025
Hi,
You should now be able to proceed under your current account
Best,
ID.meCustomer Answer
Date: 09/16/2025
[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:09/04/2025
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 have been trying to get in contact with customer support for ********************** for over a week now. They have no phone number and no email to contact. I have submitted 4 different tickets all of which have been closed out without resolving my issue. Their 24/7 support chat is a Bot that cannot help with my issue. I am veteran who is about to retire and needs my ID.me account for very important issues as i exit the military. They have made themselves unreachable and unavailable for issues and complaints. I would like to be contacted by an actual customer service representative as soon as possible.Business Response
Date: 09/05/2025
Hi,
An ID.me agent has reached out to assist
Best,
ID.meCustomer Answer
Date: 09/05/2025
[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:09/04/2025
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.
They have no customer service phone number to speak to anyone to resolve an issue. CURRENTLY, 9/4/25...I have an URGENT PATIENT ISSUE THAT SOLELY INVOLVES LOGGING INTO ID.ME. I followed all the direction listed....NOTHING IS WORKING.....I NEED ASSSITANCE NOW.THIS IS AN URGENT PATIENT MATTER INVOLVING REFILLING A PATIENT'S ************* ONE IS AVAILABLE TO HELP!!!!!!!Business Response
Date: 09/04/2025
Hi,
An ID.me agent has reached out to assist.
Best,
ID.meCustomer Answer
Date: 09/04/2025
[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: 23837765
I am rejecting this response because:
Regards,
**** ******Initial Complaint
Date:09/03/2025
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.
On 9/2/25 I attempted to file a state disability insurance claim state requires that Id be screened through ID.me.ID.me notified me that my account has been suspended from previous years ago when I attempted to apply for unemployment Insurance and get screen by ID.me. On two separate occasions, years apart both times ID.me would deny my screening process, and there is no way to contact a human and correct their ********** a result of their refusal to correct the infraction, I have to file my Unemployment benefits through the mail; as a result made the whole process ************, I must now file for SDI through the mail which is gonna take a lot longer for me to receive my benefits.Business Response
Date: 09/04/2025
Hi,
An ID.me agent has reached out to assist.
Best.
ID.meInitial Complaint
Date:09/02/2025
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 trying to contact ID.me regarding a simple issue of name correction. What usually, takes a few calls has gotten me nowhere. Ive done what AI prompt has asked and with no avail it continues to give the same useless instructions. Multiple times I've asked for a ***resentative and it does not have personnel or team members to help you out, only AI. What's worse is that ID.me is necessary with EDD, and I need them to fix an issue an error on their end "E311". Its been a couple of days and I have not been able to get a hold of a *** or team member.Business Response
Date: 09/04/2025
Hi,
An ID.me agent has reached out to assist.Best,
ID.me
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