Review Time
I have been trying to correct my id.me account for months. Somehow when I purchased concert tickets my husbands name got linked to my account and now I cannot log-in to view my tax transcripts!! The customer service is terrible and I've spent all day being bounced around with the chat bot and on hold.
They are very hard to reach and you can't really talk to anyone on the phone about issues you can only chat. I have been waiting for cash back rewards from several purchases since November 2025. It took them 6 weeks to respond to requested assistance in missing rewards. Once I filed a BBB they then responded once. So if you are using this for cash back rewards don't hold your breath getting any assistance let alone actually getting your cash reward.
When I was able to take the time, without interruption, to go through the process, then I had a bit less anxiety about putting personal information online. The first time I tried to use ID.me, I didn't know what I was doing and worried about ID theft and that sort of thing. When my information was all checked, and my documents were approved, I only had to wait about 15 minutes for the video call. After that, it was painless.
Extremely frustrating experience; despite having all necessary documents, I was unable to prove my identity. I attempted over ten times with various documents including a real ID, passport, social security card, and birth certificate, but it made no difference. I spent hours adjusting lighting, backgrounds, and angles for photos of my documents, yet had no success. It left me questioning my own existence. Is this some kind of surreal moment? The inefficiency of the system is truly disappointing.
The individual responsible for reviewing my documents for ID verification failed to accurately read the 6-digit birthdate on my official ID card. How can a birthdate be misinterpreted when it is clearly displayed? Additionally, the AI-based customer support from the service is of no assistance. Instead of addressing this clear error, it continually directs me towards a name change issue that is irrelevant to my situation. I’m not here due to a name change (which I haven’t done!)—I’m here because the reviewer misread my birthdate. It’s 2026, and we are still facing such fundamental errors. This is completely unacceptable.
It took an entire month (no exaggeration) of being instructed repeatedly to reset my password, obtain my MFA codes (they kept providing a 10-digit code instead of the required 12), and follow help links I had already visited... it was less enjoyable than a broken bone. When it functions, it's decent, I guess, but if you have an elderly parent or someone who's not tech-savvy and you direct them here, even a minor issue can lead to a complete breakdown. The setup leads to a cycle of failures, as you're continuously advised to repeat the same actions that only result in being locked out for several more days. Their chat feature? Genius. You can't leave the window to complete any of the tasks they suggest. They send a link, instruct you to click it, and then you lose the chat because you went to your email, forcing you to restart with a new representative. Seriously, who creates a system like this?
The service made accessing important services straightforward and stress-free. After my identity was verified, I didn’t need to go through the process again, which saved time and reduced frustration during an already challenging time. The platform is user-friendly, secure, and provided me with peace of mind knowing my information was safe. Having dependable access without delays was a significant advantage for me, and I would definitely recommend this service to anyone needing quick, secure access to benefits or services.
I had a great experience with the service and truly appreciate the entire process. I encountered some difficulties capturing clear images of my documents. However, once I successfully uploaded the images and they were reviewed, I received an email, and within minutes, I was on a video call. The representative who assisted me was very friendly, and her instructions were straightforward and easy to follow. I will certainly use this service again.
Obtaining necessary documents was a breeze; just needed my driver's license and insurance card. The wait for the follow-up call with a live agent was around 20 minutes, but it felt short once we were connected. The representative was friendly and helped me get everything set up swiftly.
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ID.me simplifies how individuals prove and share their identity online. The ID.me secure digital identity network has over 98 million members, as well as partnerships with 30 states, 10 federal agencies, and over 500 name-brand retailers. The company provides identity proofing, authentication and community verification for organizations across sectors. The company's technology meets the federal standards for consumer authentication and is approved as a NIST 800-63-3 IAL2 / AAL2 conformant credential service provider by the Kantara Initiative. ID.me's Identity Gateway also has a Federal Risk and Authorization Management Program (FedRAMP) Moderate Authority to Operate (ATO). ID.me is the only provider with video chat and is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.See more
