When verifying your identity with ID.me, you may need to join a video call with a Video Chat Agent. You’re allowed to have a helper or in-person interpreter assist you during the call. This article explains who is eligible to help you and the specific rules they must follow.
Who can help you during the call
You can have any of the following individuals assist you during a video call:
- In-person interpreters
- Personal representatives, such as a family member
- State Workforce Agency employees
- Technology helpers
- Document retrieval assistants
Note: ID.me does not currently allow Conservatorships or Power of Attorney (POA) representatives to speak or verify on your behalf. If your Conservatorship or POA does not fall under one of the above helper categories, they cannot assist during the call.
Guidelines for helpers on video calls
If you're using a helper during a video call, all helpers must adhere to the following guidelines:
- Appearance on screen
Helpers must appear on screen with you at the start of the call to identify themselves. After identifying themselves, they can remain off-camera for the rest of the call. - Helper identification
- Helpers must confirm their full name on camera.
- They must state their relationship to you and explain how they will assist during the call.
- Role of the helper
Throughout the call, helpers are allowed to assist but cannot answer questions on your behalf. - ID.me oversight
ID.me will record your decision to use a helper and reserves the right to determine if the assistance is appropriate based on the circumstances.