What does "We need more information" mean?

When attempting to upload your identification documents multiple times, you may see a "We need more information" message as shown. This can happen if your legal name does not match your documents due to a life event, such as a name change from marriage.

To resolve this issue, you will need to connect with an ID.me Trusted Referee on a video call. To do that, select the Verify identity on a video call button.