Troubleshooting merged accounts

This article explains how to fix any issues after you’ve merged your accounts.

I don't know which email address to use

After merging your accounts, you can sign in using any of the email addresses on your account. If you need to add or remove emails, visit Updating your account email address.

I don’t know which password to use

After your accounts are merged, sign in using the password you used when creating your most recent. You can use any email address on your account to begin a password reset. If you can’t remember the password, reset your password to regain access.

I got an error after signing in

If you receive an error message after signing in or verifying with ID.me at an organization, it could be due to a name mismatch between your ID.me account and the organization’s records. Here's how to fix it:

1. Go to your My Account page.
2. Ensure your account shows your current legal name.

• If your ID.me account name is incorrect, request an update to correct your name.
• If all your information is accurate, contact the organization you’re trying to access for further assistance.

I don't recognize an email, phone number, or MFA method on my account

You should only keep emails and phone numbers on your account that you have access to. If there are any emails or phone numbers you don’t recognize, follow the steps below.

Remove an email

1. Go to My Account.
2. Select Manage Profile.
3. Delete the unrecognized email. You must always have at least one email address on your account. For instructions to remove or add an email, visit Updating your account email address.

Remove a phone number or MFA method

1. Go to My Account.
2. Select the “Sign In & Security” tab.
3. Select the trash can icon next to the unrecognized MFA method.