If you get a message that tells you that your identity couldn’t be verified, it simply means that ID.me couldn’t match all of the information you provided with the information available in the electronic records we use for verification. It does not mean that we will not be able to verify your identity.
If you continue to be unsuccessful, we recommend that you choose to 'Retry' on your first failed attempt or ‘Talk to An Agent’ on your second failed attempt or any subsequently failed attempt at completing your identity proofing.
Tapping on ‘Talk to An Agent’ will prompt you to enter the Virtual In-Person identity proofing workflow where you will complete a video conference with an ID.me Trusted Referee and ultimately complete your identity verification. Trusted Referees are trained and certified member support employees who will guide you through the identity proofing process.
Identity proofing with a Trusted Referee is different from online proofing in that it requires uploading of either 2 Primary documents OR 1 Primary document and 2 Secondary documents.
NOTE: If you do not have all of your documents available at the time you enter the Trusted Referee flow please use the 'Save and Continue' option to ensure you do not need to start the verification from the beginning. Using 'Save and Continue' will allow you to re-enter the verification from the point at which you left the verification flow via an email. Please be sure to check your email once you have your documents ready and can continue your verification.
Lastly, ID.me will text a link to your mobile phone. When you click the link, you will be prompted to take and submit a selfie. ID.me uses this selfie to confirm that the person attending the video conference is the same person getting verified.
NOTE: Keep the physical copies of your identity documents on hand to present during your Virtual In-Person proofing appointment. They must be the same documents you previously uploaded.
NOTE: The Trusted Referee verification can be completed via Facetime, Google Hangouts, or Zoom. Apple users are encouraged to use Facetime. If you are an Android user and you plan to attend your session on your mobile phone, download the Google Hangouts or Zoom.us app from the Google Play Store.
After you join the video conference you will confirm your personal information with the Trusted Referee and show them your documents. The Trusted Referee will attest the authenticity of your documents, and identity verification should be complete.
Once your identity verification and medical credential check is completed you will continue registration in iPrescribe.