Verifying with an extended video call

If you tried verifying your identity using Self-Service or on a short video call and weren’t successful, you may have the option to finish verifying on an extended video call with a Video Chat Agent. 

Before you start

• An extended video call is required if you couldn’t complete Self-Service, a short video call, or if you don’t have a smartphone.
• If you don’t have a U.S. phone number, mailing address, or Social Security number, visit Verifying if you live outside of the U.S. and have an SSN for specific instructions.

What you’ll need

You’ll need at least:

• Two primary documents or 
• One primary and one secondary document 

For a full list of eligible documents, visit Primary and secondary identification documents.

You may need to submit additional documentation:

• To prove your Social Security number
• To prove your current address
• If you legally changed your name

1. Get started

When prompted, select Verify identity on a video call.

2. Enter your personal information

Enter and confirm your personal information, which will be compared to your uploaded documents:

1. Select Get started.
   
2. Review and confirm your personal information, then select Continue.
3. Enter your Social Security number and select Continue.

You may be asked to allow ID.me to review your credit profile. This will not affect your credit score.

3. Choose your documents 

1. Choose your documents
   Follow the prompts to select the documents you will use to verify your identity.
   
2. Review document requirements
   On each screen, review the yellow box at the top for the specific information that must be on the document.
3. Confirm your information
   After selecting your documents, carefully review the questions to confirm that the information you entered matches what’s shown on your documents.

4. Upload your documents

Choose how you’ll upload images of your documents:

• Select Take Photo, then enter your phone number to receive a secure link from ID.me. Use the tips below to take a photo of your documents.
• Alternatively, select Choose Image to upload documents from your device.
  

After you send your documents, confirm the documents meet the requirements and select Continue.

5. Gather your physical documents

Make sure to have your documents for the video call. You must have the original versions of your identity documents—copies or photos are not accepted.

6.  Join the extended video call

1. Wait while your documents are reviewed.
   
2. After your documents are approved, you’ll wait for the next available video call. An estimated wait time will display in the same window.
3. If you don’t have time to wait or would like to come back another time, select Save & Exit or select Schedule an appointment to schedule a video call appointment.
4. Select Join video call when you are ready.

During the call:

1. Wait for the Video Chat Agent to join.
2. Verify your personal information (name, date of birth, address, and Social Security number, if required).
3. Show your documents to the agent, ensuring they can see them clearly. Ask for guidance if needed.
   

7. Share your information

After meeting with an agent:

1. Return to the organization’s website and sign in using your ID.me account. 
2. Select Allow to consent to share your information and access the organization or agency’s services.

Troubleshoot an extended video call

• Document upload troubleshooting
• Rejected documents
• How to fix camera and microphone issues
• I met with an agent, but cannot access the organization: Make sure to share your information with the organization. Go back to the organization’s application and sign in using your ID.me account. When prompted, allow consent to share your information.