Scheduling video call appointments – ID.me Help Center

When verifying your identity on a video call, you’ll wait in line for the next available Video Chat Agent. If wait times are long, you can schedule an appointment for a time that works best for you.

This article explains how to schedule and manage video call appointments.

Before you start

You must upload your documents and have them approved before scheduling a video call appointment.
All appointments are displayed in your local time zone.
Appointments can be scheduled up to one week in advance.

Wait times

After your documents have been approved, you’ll wait for the next available Video Chat Agent. An estimated wait time will display on the screen. You can either:

Come back later: Select Save and exit and we’ll email you a link to come back at a later time. When you return, your wait in line will start over, but you won’t have to upload your documents again.
Schedule an appointment: Choose a date and time that works best for you.

Schedule a video call appointment

To schedule an appointment:

Select Schedule an appointment.
In the "Date" drop-down menu, select a day up to one week in advance.
In the "Time" drop-down menu, select a time. The earliest available appointment is two hours from the current time if scheduling for the same day.
Select Schedule appointment to confirm.

After scheduling, you’ll receive a confirmation email with the date, time, and a link to join the video call. You can also modify or cancel your appointment through this email.

Change your appointment

Change from the Confirmation email

Open the appointment confirmation email.
Select Change or cancel appointment.
Choose a new date and time.
Select Schedule appointment to confirm the new time.

You will receive an updated email with your new appointment details. Keep in mind, when you change your appointment, you forfeit the original time.

Change while waiting in line

If you just scheduled your appointment and you have the screen below open:

Select Change appointment date and time.
Select Yes, change my appointment.
Choose a new date and time.
Select Schedule appointment.

Cancel your appointment

To cancel your appointment:

Open the appointment confirmation email.
Select Change or cancel appointment.
Choose Cancel appointment, then confirm by selecting Yes, change my appointment.
Select Rejoin the waiting room to be placed in the queue for the next available Video Chat Agent.

Join your video call appointment

On the day of your appointment, you will receive an email reminder. Five minutes before your scheduled time, you’ll be prompted to check into the waiting room to ensure you have the necessary documents ready and address any technical issues.

To join your appointment:

Select Check in for my appointment from either your confirmation or reminder email.
Sign in to your ID.me account.
In the "Are you ready?" window, confirm that you have your documents and consent to the recording, then select Join video call.
Wait for your Video Chat Agent to arrive.

Note: Once you confirm you're ready to join the call, the option to reschedule is no longer available. We recommend proceeding with the call to complete verification. If you're unable to, select Save & Exit and return later to schedule a new appointment.

Troubleshoot video call appointments

I don’t want to schedule a video call appointment

If you don’t want to schedule an appointment, select Save and exit. We’ll email you a link to return later. Keep in mind, you will not keep your place in line, so your wait will start over when you return.

I missed my appointment. What should I do?

If you missed your scheduled video call, you can schedule a new appointment.