If you tried verifying for Security Benefit and your attempt wasn’t successful, it might mean the information you provided didn’t match the authoritative sources ID.me uses for verification. This article explains common troubleshooting steps to take to complete the verification process for Security Benefit.
An unsuccessful verification attempt may be due to one or more of the following reasons:
- You recently moved
- You had a name change
- You already have an ID.me account
- Your submission contained an error or typo
- You submitted expired identity documents
- Your selfie wasn’t taken and submitted correctly
- You submitted an unreadable document
- You submitted a phone number that is not associated with your name and address
Accessing ID.me Live Chat
If you are unable to verify your account, or are having technical difficulties, you can chat with one of our Member Support agents. To access the Security Benefit live chat feature:
- Open the ID.me chatbot by selecting the robot icon in the bottom right corner () of any Help Center page.
- Select Security Benefit to access Security Benefit specific content.
- Select Live chat to be placed in line to chat with an ID.me Member Support agent.
Why were my identity documents not accepted?
When verifying your identity, be sure to carefully follow all instructions and prompts when uploading your identity documents. If your identity documents were not accepted, this may be due to many reasons:
- Your submission contained an error or typo.
- You submitted expired documents.
- You submitted an unreadable document.
- You submitted a document that has already been uploaded by another ID.me member.
- You submitted a document that contained a name or address that did not match your personally identifying information (PII).
If your identity document(s) were rejected for any of these reasons, select Retry to upload the same document(s) again, or use a different document.
Why was my video selfie not accepted?
You may have been prompted to upload a video selfie after entering your phone number. If you had trouble with your video selfie, try again following these tips:
- Keep the camera directly in front of your face–too high or too low won’t capture your face.
- If you’re using a smartphone, ensure it’s within a foot of your face.
- Avoid clothing, like hats, scarves, masks, or anything else that can hide your face.
- Ensure you're the only person visible in the video selfie.
- Stand in front of a simple, plain background, if possible.
- Whether it’s natural light or from a lamp, for example, ensure the light is in front of you.
- Ensure the light is bright enough so few shadows appear on your face.
- If you notice glare, step back from the light source.
What is multi-factor authentication (MFA)?
Multi-factor authentication (MFA) strengthens account security by requiring two factors to confirm your identity when you sign in to your ID.me account. These factors usually include something you know (like a username and password), plus something you own (like a phone number).
MFA helps prevent unauthorized access to your account. By setting up MFA, you will improve your account’s security. ID.me encourages all members to set up at least two MFA methods for account security.
Can I have multiple accounts?
No, you can only have one ID.me account. If you attempt to establish another account with ID.me, you an error message like this:
If you remember the email address and password you used in your previous verification, close the error message and sign in to your ID.me account with that information.
You do not need access to your email address to log in to your account; however, we suggest you update the primary email address in your ID.me Member account.
If you cannot remember the email address and password you used in your previous verification, or have a suspended account, contact Security Benefit support at 800-888-2461 for assistance.