Resetting your multi-factor authentication (MFA) method

This article provides instructions on how to reset your multi-factor authentication (MFA) method. Follow these steps if you are unable to complete sign-in because you got a new phone number or device. This lets you use your new phone number or device for MFA.

Reset your MFA method

1. Go to the ID.me sign-in page.
2. Enter your email address and password, then select Sign in.
3. On the “Complete Your Sign In” screen, select MFA recovery process.
   
4. Confirm account ownership
   Follow the prompts to confirm ownership of your account. This may include:
   • Taking a live selfie or joining a video call with an ID.me agent
   • Confirming your email and personal information
   • Uploading an identity document
5. Set up a new MFA method
   Set up a new MFA method within 30 minutes of confirming account ownership. If you’re not sure where to go after taking a selfie or meeting with an ID.me agent:
   1. 1. Go to the ID.me sign-in page.
      2. Enter your account email address and password.
      3. Select Sign in. 
      4. Select MFA recovery process.
      5. Follow the prompts to set up your new MFA method.

Troubleshoot MFA account ownership

I had trouble taking a selfie

• Best practices for taking a selfie
• My selfie didn't work

I had trouble with the video call

My microphone or camera isn’t working

I couldn’t confirm my email address

Check your spam and junk folders if the confirmation email isn’t in your inbox. If you lost access to your email, you’ll need to work with an ID.me agent to recover your account.

I couldn’t confirm my personal information

Ensure your personal information is correct. If your personal information recently changed, use your old information, such as your previous physical address. 

My identity document was rejected

• Document photo tips
• I didn’t get a text message link
• My camera didn’t work
• Technical issues

I couldn’t reset my MFA method 

If you’ve tried to reset your MFA and still need help, follow these steps to contact the Account Recovery Team. Start by submitting a support ticket:

1. Visit the ID.me Contact Support page.
2. Select Submit a ticket without signing in.
3. From the "Select your issue" drop-down menu, select the issue you’re having. If prompted, select additional drop-downs to tell us more about your issue.
4. Select Submit.

After you contact Support

When an ID.me agent replies to you by email, follow their instructions to confirm ownership of your account. You will either need to upload a document or join a video call depending on the type of verification you have on your account.