If you forget your password, your account gets locked or suspended, or you see an error message while signing in, you will need to take steps to access your ID.me account. This article explains various sign-in issues and how to sign in again.
Can’t access your email address
You might have created your ID.me account using an email address, for example a work email address, that you no longer have access to. Even if you lost access to your ID.me account's email address, you might still be able to sign in. To regain access to your account, you'll need to:
- Go to the ID.me sign in page.
- Enter your account's original email address. For example, it could be the work email address you no longer have access to.
- Enter your password.
- Complete signing in by using your multi-factor authentication (MFA) method.
Tip: To avoid any future log in issues, change the email on your account to one you have access to.
If you don't remember your password or lost access to your MFA method, contact ID.me Support and select Can't sign in or don't have an account.
Forgot your password
If you have access to the email address you used to create your ID.me account, you can reset your password. To learn how, visit How do I reset my password?
I got a new phone or lost it
If you got a new phone, changed phone providers, or lost your phone, you may have trouble completing your sign in using multi-factor authentication (MFA). For help completing your sign in with MFA, visit Changing the phone you use for multi-factor authentication.
Locked account
If you have too many unsuccessful sign-in attempts, you may see this message: “Locked account —Locked due to a high number of failed sign-in attempts.” To regain access to your ID.me account:
- Select the underlined text that says here in the error message.
- Enter the email address on your account, then select Continue.
- Go to your email inbox and select Unlock your account in the confirmation email you receive from ID.me.
After you’ve confirmed your email address again, your account will be unlocked and you can try to sign in. If you don’t have access to the email address associated with your ID.me account, contact ID.me Support and select Can't sign in or don't have an account.
Suspended Account
You may see this message: “Suspended Account — This account has been temporarily suspended”. In this case, ID.me temporarily suspended your account to prevent unauthorized access. To regain access to your account, contact ID.me Support and select Can't sign in or don't have an account.
Mismatched Information
During the verification process, when your personal identity details don’t match our records, you may see this error message: “Mismatched Information — Information you entered doesn’t match what we have on record for this account”. To fix this issue:
- Select Retry
- Enter your information, ensuring it’s accurate
- Submit your information and continue with your verification
If this doesn’t work, contact ID.me Support and select Can't sign in or don't have an account.
Duplicate Account
You may see this error message if you have an existing ID.me account with a different email address: “Duplicate Account — It appears you have already verified your identity on a different account”. To fix the issue:
- Select Return to sign in
- Sign in using your original ID.me account’s email address, password, and MFA method
If you can’t remember your email and password, or no longer have access to your MFA method, contact ID.me Support and select Can't sign in or don't have an account.