Getting help after verifying your identity

If you’ve verified your identity and have trouble accessing a partner’s benefits and services, there are a few troubleshooting steps you can take before contacting the partner for help. This article explains how to confirm your identity verification was successful and that you shared your verification with the partner.

We also share tips for describing your issue to the partner if you need to contact them.

Who to contact for help

It’s important to know who you need to contact for specific issues. Use the table below to determine who you may need to contact. 

Contact ID.me

Contact the partner or government agency

Issues during the verification process: Uploading identification documents or selfies Fixing documents that were rejected Managing or troubleshooting multi-factor authentication Privacy and security questions Troubleshooting ID.me account sign-in issues

Issues after the verification process: Eligibility or accessing your benefits – For questions about unemployment, veterans, or other benefits. They can offer insight about the timing and status of your benefits. Tax filing and forms – The Internal Revenue Service can help with getting an IP PIN, questions about tax forms, tax payment plans, and refund statuses. Technical issues – If you have trouble signing in to their portal or completing a step in their application or other process. IRS error codes and a “locked account” error message with FloridaCommerce are examples of technical issues. In both cases, you must contact the partner for help.

Confirm your verification was successful

Before you contact an ID.me partner for help, confirm you successfully verified your identity and that you shared your information with the partner.

To confirm your identity is verified:

1. Go to the ID.me sign in page and sign in to your account.
2. Select My Wallet or Manage IDs.
3. In your Wallet, under Active IDs, look for a Verified Identity card, like this:

Upgrade your verification

When verifying your identity for more than one partner, you may be required to provide additional information as proof of who you are. For example, a local or state organization may not require the same information as the IRS. So, in some cases, you may need to upgrade your ID.me account.

Confirm you shared your information

When verifying your identity for a partner using ID.me, you must consent to share your information with them. To see if you successfully shared your information, visit Finding who you shared your information with.

The important information to look for is:

• Website name – This is the name of the partner you verified for and shared your information with.
• Authorized – This shows the date and time you shared your information.

Contact partners

After confirming you verified your identity using ID.me, you may have questions about your benefits, forms, or other technical issues. To contact an ID.me partner, visit their site and look for their contact page.

When you contact ID.me partners, it’s helpful to:

• Tell them that you confirmed with ID.me that your identity or community verification was successful. 
• Confirm the date and time you shared your information with them.
• Let them know what your question is. 

Sample messages

Below are sample emails you can copy, customize, and send to ID.me partners, based on different scenarios.

Tax refund

I verified for the Internal Revenue Service using ID.me and shared my information with the IRS at TIME on DATE.

I also submitted my tax return information. Can you please tell me the status of my tax refund?

Benefits

I verified my identity using ID.me and shared my information with your organization at TIME on DATE. 

I haven’t yet received my benefits. Can you please give me a timeline of when I will receive them?