I couldn't verify my identity – ID.me Help Center

Your ID.me verified identity helps businesses and government agencies ensure that the person logging in to your account is really you and not someone pretending to be you.

This article provides more help and next steps if you have trouble with any part of the verification process.

I can’t sign in to my account

Find tips and next steps to sign in to your account:

I have a duplicate ID.me account

Since you can only have one ID.me account, similar to having a driver’s license, learn what to do if you create multiple ID.me accounts:

I couldn't upload photos of my documents

Learn what to do if you had trouble uploading your documents or if your documents were rejected.

My documents were rejected

Learn what steps to take if your identity documents were rejected. For example, you may have submitted an ineligible document or the document was unreadable.

I legally changed my name

If you legally changed your name, you need to verify your identity on a video call. To learn how, visit Verifying using your new legal name.

I couldn’t take a selfie

Learn what to do if you have trouble taking or submitting a quality selfie.

I couldn’t verify using Self-Service

If you weren’t able to verify your identity using Self-Service, you will need to verify on a video call.

I need to check if my verification was successful

To check if you successfully verified your identity or community and shared your information with the organization or retailer, visit Finding who you shared your information with.

I need to restart my verification

If you started verifying your identity and didn’t finish, we recommend starting over:

Go to the agency or organization's website where you want to use ID.me.
When you’re on the website, select Sign in with ID.me or Verify with ID.me. You may also see a button of the ID.me logo.
Sign in to your account and follow the prompts to verify your identity or community affiliation.