Your security is our top priority. Because of that, several factors may lock your ID.me account and require more verification steps to ensure that you’re the person signing in. This article explains why you might have trouble signing into your account and steps you can take to sign in again.
Can’t access my 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.
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.
Need to reset my 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?
If you don’t have access to the email address associated with your ID.me account, contact ID.me Member Support.
Common account error messages
| Message | Next steps |
|---|---|
| Locked due to a high number of failed sign-in attempts | You may get locked out of your account after too many sign-in attempts. To regain access to your ID.me account, visit How do I unlock my account? |
| Duplicate Account - It appears you have already verified your identity on a different account |
This error message means you have an existing ID.me account with a different email address. To fix the issue:
If you can’t remember your email and password, or no longer have access to your MFA method, contact ID.me Support. |
| Suspended Account - This account has been temporarily suspended |
To prevent unauthorized access, ID.me may place a temporary suspension on an account. To regain access to your account, contact ID.me Support. |
| Mismatched Information - The information you entered does not match what we have on record for this account |
This error message means your personal identity details don’t match our records. To fix this issue:
If this doesn’t work, contact ID.me Support. |