When verifying with ID.me, you may need to verify on a live call with a Video Chat Agent, also known as a Trusted Referee. You’re welcome to have a helper or in-person translator 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 translators only
- Personal representatives, like a family member
- State Workforce Agency employees
- Technology helpers
- Someone who assists with document retrieval
Note: At this time, ID.me cannot allow Conservatorships or POAs to speak for you during the call. If your Conservatorship or POA doesn’t fall under one of the above helper categories, they may not help during the call.
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 state their willingness to assist and consent to allow ID.me to photograph and video record them.
- During the duration of the call, helpers can only assist you and cannot answer questions on your behalf.
- Your helper must confirm what their relationship is to you and how they will assist during the video call.
- Your helper will be asked to confirm their age and provide a form of ID. If a State Workforce Agency employee helps you, they don’t need to confirm their age, but they do need to show their work ID or badge.
- Helpers providing translation services must remain on screen for the entirety of the video call. Other helpers that don’t require direct interaction with the Video Chat Agent, like personal representatives or technology helpers, don’t need to be in view of the camera after they identify themselves.
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.