At ID.me, we are committed to ensuring that our identity verification platform is accessible to everyone. Our products are built with accessibility as a core principle and are designed to comply with the accessibility requirements set forth in the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA, and Section 508 of the Rehabilitation Act.

This article provides guidance and tips to help individuals who are deaf or hard of hearing complete the verification process.

Verify with Self-Service

For individuals who are deaf or hard of hearing, we recommend starting with our Self-Service method. To verify you need to use a smartphone that has a camera. 

Self-Service allows you to verify your identity by uploading an identity document and taking a video selfie. This self-directed process lets you complete your identity verification independently and at your own pace, whenever it's most convenient for you.

For step-by-step instructions, visit Verifying with Self-Service. 

Verify on a video call

Our video call pathway allows you to verify your identity by first uploading an identity document and then joining an ID.me Video Chat Agent on a video call. You’re welcome to have someone assist you or use text-based chat to complete verification.

Video call tips

• For optimal video call quality, we recommend connecting your smartphone to Wi-Fi whenever possible. 
• If you receive a prompt asking that meet.id.me would like to access the microphone and camera, select Allow.

For step-by-step instructions, visit Verifying with a short video call. 

Ask someone to assist you

• You can ask someone to interpret and communicate with the Video Chat Agent on your behalf.
• The person helping must be physically present and briefly appear on screen to introduce themselves and confirm their role before stepping off camera. They can continue speaking on your behalf during the call.

Learn more about who can help you on a call and the guidelines they need to follow.

If there isn’t someone to assist you, return at a later time to complete verification or use the text-based chat option. Look for an email from ID.me with a link to rejoin the video call.

Use text-based chat

If you prefer, you can communicate directly with the Video Chat Agent using the text-based chat box, without the need for additional devices or services like TTY, TDD, or Video Relay Service (VRS).

To use text-based chat on a video call:

1. The Video Chat Agent will greet you. Locate and select the chat box icon.
   
2. Inform the agent that you would like to complete the verification using chat.
3. The agent will connect you to the appropriate agent for further assistance. Wait on the video call for the new agent to join.
4. Answer the agent's questions via chat and show your documents when requested.
5. At the end of the call, the agent will provide next steps, and you will receive an email confirming your verification.

Contact ID.me Support

If you have any trouble verifying your identity, contact ID.me Support:

1. Go to the ID.me Contact Support page.
2. There are two ways to contact Support:
   • Sign in to submit a ticket: Sign in if you have access to your ID.me Wallet. This allows our agents to quickly identify you, and helps keep your wallet secure.
   • Recover your wallet with chat: Start a chat if you are unable to sign in to your ID.me Wallet or don’t have an ID.me Wallet.
3. Provide details for where in the process you are having trouble. Please tell us if you have specific accessibility questions or have feedback on how we can do better.