If you’re locked out of your IDMe Wallet and can’t complete multi-factor authentication (MFA), you can recover access by confirming your identity and setting up a new MFA method. This article shows how to begin the MFA recovery process, especially if you lost your phone, changed your number, or didn’t receive a recovery code.

Begin the MFA recovery process

1. Start MFA recovery on the IDMe sign-in page

1. Go to the IDMe sign-in page.
2. Follow the prompts to sign in to your IDMe Wallet.
3. After you’ve signed in, on the “Complete Your Sign In” screen, select MFA recovery process.
   

2. Confirm wallet ownership

Follow the prompts to confirm ownership of your wallet. For example, take a live selfie, join a video call, confirm your email or personal information, or upload your identity document.

3. Set up a new MFA method

Follow the prompts to set up a new MFA method. You must complete this step within 30 minutes of confirming your wallet ownership. If you’re not sure how to do this, go to Forgot to set up a new MFA method? below.

Didn’t set up a new MFA in time?

If you forgot to set up a new MFA method:

1. Go to the IDMe sign-in page.
2. Enter your wallet email address and password, then select Sign in.
3. On the “Complete Your Sign In” screen, select MFA recovery process.
4. Follow the prompts to set up your new MFA method.

Trouble confirming your wallet?

Issues with your selfie

• If your selfie wasn’t clear, try again, following our selfie best practices.
• For browser, camera, or other technical issues, visit Fix video selfie issues during IDMe verification.

Can’t upload your ID

• If your ID wasn’t clear or fully visible, visit Rejected documents for tips.
• Learn what to do if you didn't receive a text message to take document photos.
• For other issues uploading your document, visit Document upload troubleshooting.

Problems with your camera or microphone

If you couldn’t get your device’s camera or microphone to work to take a selfie or complete a video call, visit Camera and microphone troubleshooting.

Didn’t receive a confirmation email

If the confirmation email isn’t in your inbox, check your spam and junk folders. If you lost access to your email, you’ll need to work with an IDMe agent to recover your wallet.

Can’t confirm your personal information

If your personal information recently changed, use your old information, such as your previous physical address. If your information didn’t recently change, double check to ensure you entered it correctly.

Still can’t recover your MFA?

For more help with this issue, you can connect with our Support team:

1. In the lower-right corner of this page, select the blue circle with the white chat bubble.
2. Type in the chat that you can’t sign in.
3. Answer the questions and follow the instructions to receive the fastest support.