If you attempted to verify your identity using self-service and it wasn’t successful, you may have the option to finish verifying on a video call with a Video Chat Agent. This article explains what you need to do before and during a video call.
About Video Chat Agents
Video Chat Agents, also known as Trusted Referees, are trained identity specialists employed by ID.me to prove your identity.
What you’ll need
When verifying your identity on a video call, you’ll be asked to upload photos of your identification documents and show the physical copies to an ID.me Video Chat Agent.
You may need to show either:
- Two primary documents or
- One primary document and two secondary documents
For a complete list of eligible Primary and Secondary documents, visit Primary and secondary identification documents.
Before the video call
Before you join the video call, you’ll enter your information, choose and upload your identity documents.
1. Enter your information
You’ll start by entering your personal information to ensure everything is accurate. This information is used to help verify your identity. To begin:
- Select Get started.
- Review your information and update it, if needed. After you confirm your information is correct, select Continue.
- Enter your Social Security Number, which helps ID.me uniquely identify you. Select Continue.
2. Upload documents
Submitting documents helps ID.me prove you are who you say you are. To submit your documents:
- Select which primary or secondary documents you want to upload. You’ll need to upload two primary documents or one primary and two secondary documents.
Note: If there is an issue with your information, such as a recent name change, you may be asked to submit additional documents.
- Upload your documents with your device.
- If you select Choose Image, you can upload your documents already stored on your device.
- If you select Take Photo, type in your phone number to receive a link to upload your documents. You’ll receive a text message with a secure link from ID.me to take photos of your documents.
- Take photos of your documents
- Confirm you have acceptable document uploads and select Continue.
3. Prepare your documents and join the call
To ensure you can quickly verify on a video call, make sure you have everything ready. Before you join the video call:
- Ensure you have the documents ready to show on the call. While your documents are under review, you’ll see an estimated wait time. You can schedule a video call appointment by selecting Schedule an appointment, to finish verifying at a time that works best for you.
Tip: Learn why identity documents can be rejected.
- Otherwise, select Join Video Call and wait for the Video Chat Agent to join.
Join the video call
After you join the video call, you’ll need to give permission to record the video and confirm your personal information. Here’s what to expect during the video call:
- An ID.me Video Chat Agent will introduce themselves.
- You’ll give permission for ID.me to record the video call. To verify your identity, ID.me will need your consent to be recorded on the video call.
- Confirm you have your documents with you.
Note: ID.me cannot verify your identity using copies or photos of your identity documents. They must be original and in your physical possession. Your documents won’t be reviewed until after your personal information gets confirmed.
- Verify the information you provided, including your name, date of birth, address, and Social Security Number—if asked by the Video Chat Agent.
- Show your documents to the ID.me Video Chat Agent. To ensure your documents can be approved:
- Hold your camera at an arm’s length away from your face.
- Point the camera directly at yourself.
- Hold the document in front of your face with a free arm.
- Slowly move the document closer to the camera until it is clearly visible.
- If you cannot see yourself on the video call, ask the Trusted Referee for direction.
- After your documents are reviewed, the Video Chat Agent will give you information about next steps before ending your video call.
After you verify
After you are verified, you may receive an email with next steps, depending on the partner you’re verifying for.