If you got a new phone or device and can't complete multi-factor authentication (MFA), follow these steps to reset your MFA method through the ID.me MFA recovery process.
Reset your MFA method
1. Begin MFA recovery
- Go to the ID.me sign-in page.
- Enter your email address and password, then select Sign in.
- After you’ve signed in, on the “Complete Your Sign In” screen, select MFA recovery process.
2. Confirm your account ownership
Follow the prompts to confirm ownership of your account. For example, take a live selfie, join a video call, confirm your email or personal information, or upload your identity document.
3. Set up your new MFA method
Follow the prompts to set up a new MFA method. You must complete this step within 30 minutes of confirming your account ownership. If you’re not sure how to do this, go to I forgot to set up my new MFA method.
I couldn't confirm account ownership
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 Video selfie troubleshooting.
Issues with your identity document?
- If your document 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 the 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 ID.me agent to recover your account.
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.
I forgot to set up my new MFA method
If you’re not sure where to go after taking a selfie or meeting with an ID.me agent:
- Go to the ID.me sign-in page.
- Enter your account email address and password, then select Sign in.
- On the “Complete Your Sign In” screen, select MFA recovery process.
- Follow the prompts to set up your new MFA method.
I couldn’t reset my MFA method
For more help with this issue, you can connect with our Support team:
- In the lower-right corner of this page, select the blue circle with the white chat bubble.
- Type in the chat that you can’t sign in.
- Answer the questions and follow the instructions to receive the fastest support.