If you see a “You have an existing ID.me account” or “We couldn’t verify your identity” message while verifying your identity, it means you created an ID.me account using a different email address.
Since your account is tied to you as an individual, similar to having one driver's license or Social Security number, you can have only one verified ID.me account. This article explains how to sign in to your existing ID.me account, add an email address to your existing account from your duplicate account, and fix sign-in issues with your existing account.
- Do NOT try to create additional ID.me accounts - Creating additional ID.me accounts will result in the same duplicate error because your verified personal information—like your name, date of birth, address and ID documents–is already associated with an existing ID.me account.
- Do NOT try to sign in again with your duplicate account - If you sign in with your duplicate account again, you will see the same duplicate account error.
- Read the email hint: The duplicate account message may hint at what email address you used for your existing account. Use this email to sign in.
How can I sign in to my existing account?
The duplicate error message you see determines what steps to take to sign in to your existing ID.me account. The error message depends on which ID.me partner you are trying to access. For next steps, select the tab that matches the error you saw:
When you see the duplicate account error that provides an email hint:
- Read the email address hinted at in the duplicate error. This is the email address used for your existing ID.me account and the one you should sign in to. If you recognize the email, use it to sign in.
- If you still have the Duplicate error screen open, select Sign in with the existing account. You’ll be redirected to the login screen for the agency or organization you need to access.
- If you don’t have it open, return to the website of the agency or organization you need to access using ID.me. Find and select the ID.me button. If you’re trying to access a government agency and are not sure where to start, visit ID.me/Government and find the tile for your agency for a direct link.
- Enter your EXISTING ACCOUNT’S EMAIL ADDRESS and password to sign in. The email you should use is the email address hinted at in the duplicate error.
- After you are signed in, follow the prompts.
When you see the error screen that says “We couldn’t verify your identity”:
- Select Retry.
- On the sign-in screen, enter the email address associated with your existing ID.me account.
Note: If you don’t remember the email address for your existing account, open a ticket for more assistance.
- Enter your password, then select Sign In.
- After you are signed in, follow the prompts.
I can’t sign in to my existing account
Many members can fix their sign-in issues by following our sign-in troubleshooting steps. To fix the issue, you will need access to 2 of your 3 sign-in credentials: Email (on your ID.me account), MFA method, and password.
- Don’t remember your password: Some members have success guessing their password by trying passwords they commonly use. If that doesn’t work, you can reset your password if you have access to the email on your ID.me account & MFA method. To try this, on the ID.me sign in page, select Forgot Password. For step-by-step instructions to request a password reset, visit Resetting your ID.me password.
- Multi-factor authentication isn’t working: You can change the MFA you use on your account if you know the email and password on your original account. For step-by-step instructions to change your MFA method, visit Changing your multi-factor authentication (MFA) method.
- Don’t have access to the email on my existing account: You can sign in as long as you know the password to your account. After you sign in, update the email address associated with your ID.me account. For step-by-step instructions to change the email address on your ID.me account, visit Changing your account email address.
I need to update or add emails to my existing account
I need to use ID.me for work
To use ID.me for work, you need to add your work email to your existing ID.me account. Before you can add it, you’ll need to remove your work email from your duplicate account. If you choose the quickest option, your work email will be available within minutes to add to your ID.me existing account. For step-by-step instructions, visit Removing your work email from a duplicate account.
If you’re unable to sign in to your existing account to add your work email, visit I can’t sign in to my account.
I need the email on my ID.me account to match the email at the partner I want to access
To make your ID.me account email match the email you used for an agency or organization, you need to add the email you used at the organization or agency to your existing ID.me account. Before you can add it, you’ll need to remove the email from your duplicate account. See step-by-step instructions on removing an email from a duplicate account.
I don’t use the email on my existing ID.me account anymore
Your email address is your username and you don’t need access to the email to use it to sign in to your ID.me account. Since the email address is your username, you can still sign in if you remember the password to your ID.me account.
If you don’t know the password, you will need to work with an agent to recover your existing ID.me account.
My existing account is suspended
Your account can be suspended for a variety of reasons. When an account is suspended, you won’t be able to sign in to your account. For steps to contact ID.me Support, visit My account was suspended.
I don’t recognize the email in the duplicate error
If you see the duplicate error, but don’t remember creating an ID.me account and don’t recognize the email address hint, contact ID.me Support.