There are multiple ways to complete identity verification using ID.me if you are a person who is deaf or hard of hearing. To verify your identity, you may have a Communications Assistant (CA) assist you or you can communicate directly with an ID.me Video Chat Agent using our text-based chat feature. This article offers tips for how to verify your identity if you are deaf or hard of hearing.
Verify your identity
ID.me has several ways to verify your identity. Self-service is the most common, followed by verifying with a Video Chat Agent on a video call.
With self-service, you are guided through the verification process on a smartphone or computer. Self-service is a visual process and doesn’t have any sound. We recommend trying self-service first. During this process, you must enter your personal information and upload identity documents. If you’re not able to verify using self-service, you can complete the verification on a video call.
On a video call, you enter your personal information, upload identity documents, then meet with a Video Chat Agent. During the video call, you must show specific identity documents on-camera to the Video Chat Agent. The documents you need depend on the partner you verify for. For a full list of identity documents, go to Primary and secondary identification documents.
Video call options
There are two options to verify during the video call if you are deaf or hard of hearing:
- Have a Communications Assistant translate and communicate with the Video Chat Agent.
- Communicate directly with the Video Chat Agent using the text-based chat box.
Communications Assistant (CA)
A CA may speak for you during the video call. Learn more about who can help you on a call and the guidelines they need to follow. During the call, the CA must confirm that they’re representing you.
If you want to use a CA but don’t have one available at the time, come back at a later time to complete verification or complete verification using the text-based chat. To return to the video call, look for an email from ID.me that includes a link to join a video call again.
You can complete verification with a Video Chat Agent using text-based chat if you’d rather not use other services or devices, such as :
- Communications Assistant (CA)
- Teletype device (TTY)
- Telecommunications Device for the Deaf (TDD)
- Video Relay Service (VSR)
Here’s what to expect when using text-based chat on a video call:
- A Video Chat Agent will greet you. Find the chat box next to the screen where you see the ID.me agent and select the chat box icon. In the chat box, let the agent know you’d like to complete verification using chat.
- After the Video Chat Agent acknowledges your request, they will escalate you to the appropriate agent who will help you complete verification. Wait on the video call for the new agent to join.
- The Video Chat Agent will ask you a series of questions related to verifying your identity. Reply in the chat box and show your documents when requested.
- At the end of your video call, the agent will give you next steps and you can close the chat. You will receive an email confirming your verification.