We'll review the documents you upload during an extended video call or when you update your name. We usually complete document reviews within 24 hours. During busy periods, wait times may be longer.

Once the review is complete, you’ll receive an email with the outcome and any next steps.

If your documents are approved

After your documents are approved, you’ll receive an email confirmation. The next steps outlined in the email depend on the reason for your document submission.

If your documents are approved in the video call verification process the email will invite you to join a video call with a Video Chat Agent. You can also schedule a video call appointment.

If your documents are not approved

If your documents are not approved, you’ll receive an email explaining why and providing next steps for resubmitting your documents:

• The email will provide instructions on how to re-upload your documents for another review.
• Your documents must be approved before you can proceed with the video call.

Document review FAQ

Why don’t I have the option to wait for a Video Chat Agent?

When wait times are long, you don’t need to actively wait in line. Instead, you can upload your documents, and ID.me will review them. Once reviewed, you’ll receive an email with next steps.

Do I need to stay online while my documents are being reviewed?

No. After uploading your documents, select Save & Exit once you see the "documents being reviewed" screen. This allows you to leave and come back later. ID.me will email you with next steps after the review is complete.