If you see the following screen while attempting to sign in to your ID.me account, this means the details you entered regarding your personal identity do not match what we have on record for the account you are attempting to sign in to.
This could happen if you share an email with someone who has signed up with ID.me in the past. Before attempting to verify your identity again, please make sure that you are not sharing your ID.me account with anyone and that the email address linked to your account is yours only.
To access your account after seeing the screen above, you will need to change the primary email address associated with your ID.me profile. Please follow the detailed instructions below to submit a request.
How do I submit a help desk ticket with ID.me?
Step One: To start a ticket, you may:
- Scroll to the bottom of this article and click "Submit a Request,"
- Go to the top right corner of your screen click "Contact Us," or
- Click here.
Step Two: Input the “Email Used To Register With ID.me.”
Step Three: Select the appropriate option from the “How Can We Help You?” dropdown menu.
Select "I Need Help Updating my Account", then, select "Email" in the "What needs to be updated?" dropdown menu.
Step Four: Add a description of the issue you’re running into.
Be sure to include that you have received a prompt stating that you have Mismatched Information. The more details you provide, the better our ID.me Member Support team can assist you.
Step Five: Click "Submit."
An ID.me Member Support Representative will reach out to you via email to help resolve your issue.