If your discount from ID.me Shop didn’t apply at checkout—or your promo code isn’t working—follow the steps below to troubleshoot. This article explains how to confirm your verification, check eligibility, retry the discount, and reach the right support team.
1. Make sure you’re verified for a discount
To get a community discount, you must first verify your status with ID.me. Make sure you successfully verified for your community status:
- Go to ID.me My Wallet and sign in.
- Select Manage IDs.
- Under Active IDs look for the community you verified (e.g., Nurse, Military, Student)
- If your community card isn’t listed, follow the steps in Verifying for a community to complete your verification.
- If your card is listed under Expired IDs, you’ll need to reverify.
2. Check if the discount is eligible
Item eligibility
- Go to ID.me Shop.
- Search for the brand or retailer in the search bar, then select it.
- Under “Restrictions”, read what is and isn’t included in the discount.
Some brands don’t allow multiple discounts. Others exclude certain items or product categories.
Community eligibility
- Go to ID.me Shop.
- Enter the brand or retailer name in the search bar.
- Select the brand or retailer.
- Under “All Offers”, ensure the community you verified displays.
Some discounts may be restricted to specific sub-groups (e.g., active duty members only, not veterans).
Promo code tips
If a promo code is required, make sure:
- You entered it exactly as shown (case-sensitive).
- It hasn’t already been used.
- It applies to the items in your cart.
3. Try the discount again or enter the promo code
To try again:
- Find the discount in ID.me Shop and select the discount.
- Add the item you want to your cart, then go to checkout.
- In checkout, select the ID.me button, sign in, and follow the prompts.
4. Confirm you shared your info with the retailer
After verifying your community status, you must share that information with the retailer.
To check:
- Visit Finding who you shared your information with.
- Look for:
- Website name (e.g., Puma, Stanley)
- Authorized (date and time you shared your info)
If the retailer doesn’t appear, return to ID.me Shop and follow the steps to re-verify and click through to share your info.
5. Know who to contact for help
Use this table to find the right support team based on your issue:
| Issue | Who to Contact |
|---|---|
| Discount didn’t apply at checkout | Retailer or brand |
| Promo code doesn’t work | Retailer or brand |
| Certain items not discounted | Retailer or brand |
| Order issues (cancel, refund, exchange) | Retailer or brand |
| Trouble verifying your community (e.g., nurse, military) | ID.me Support |
| Can’t sign in to your ID.me Wallet | ID.me Support |
Sample message to contact a retailer
If you’ve verified successfully and shared your info but still can’t access the discount, you’ll need to contact the retailer. Here’s a message you can use:
I verified my [Community] status using ID.me on [Date] to receive a [Discount Percentage] discount with your store. However, the discount or promo code isn’t working. Your help would be greatly appreciated.
More issues with discounts or promo codes
The discount isn’t working for a specific brand (e.g., Stanley, Puma, FIGS)
If your discount or promo code isn’t working for a specific brand, check the brand’s eligibility requirements in ID.me Shop. Some discounts are limited to certain communities or excluded items.
If you’ve verified your community and still can’t access the discount, contact the brand’s customer support directly for help. For example:
I need to cancel or modify a purchase
To cancel or modify a purchase, contact the retailer directly. ID.me Support cannot help with canceling or modifying purchases.
I live in Canada and couldn’t get a discount
For residents in Canada:
- Search “Canada” in ID.me Shop for eligible discounts.
- Access discounts through the Canadian version of the retrailer or brand’s website.
- Ensure your wallet reflects Canadian residency; U.S. verifications will not apply.
I’m a hospital employee and not sure what discounts I am eligible for
Hospital employees who work at a hospital, medical facility, or health care facility, but who do not fall under the medical or nurse community, may still qualify for discounts. To find what discounts are available, go to ID.me Shop and search “Hospital employee”.