When verifying with ID.me, you may need to join a live call with an ID.me Video Chat Agent. You’re welcome to have a helper or in-person interpreter present during the call to assist you. This article explains who can assist you during a Video Chat Agent call and what the helper needs to do during the call.
Who can help you during the call
To ensure the integrity of our identity verification process, people who can help you on the Video Chat Agent call include:
- In-person interpreters only
- Personal representatives, like a family member
- State Workforce Agency employees
- Technology helpers
- Someone who assists with document retrieval
Guidelines for helpers on Video Chat Agent calls
If you’re getting help during the call, all helpers must follow the guidelines provided by the Video Chat Agent to successfully complete the verification process. To complete verification with a Video Chat Agent with a helper:
- Helpers must confirm their full name and their relationship to the member on camera.
- Your helper must confirm what their relationship is to you and how they will assist during the video call.
- Helpers must appear on screen with you to identify themselves. Then, they can be off camera for the rest of the call.
- During the entire duration of the call, helpers can only assist you—they cannot answer questions on your behalf.
ID.me will record your decision to use your own helper and retain the discretion to determine whether the assistance is appropriate under the circumstances.