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 outlines different sign-in issues and next steps to help you sign in.
Common sign-in issues
Below are common sign-in issues you may have and next steps to fix them. Use the table belwo to determine next steps for your situation.
| Sign-in issue | Help article for next steps |
|---|---|
| I can’t access my email address | I don’t have access to my email address |
| I can’t confirm my email address | I can't confirm my email address |
| I saw a Duplicate Account error | I have more than one account |
| I forgot my password | Resetting your password |
| I can’t complete multi-factor authentication (MFA) | Changing your multi-factor authentication (MFA) method |
| Locked account | My account is locked |
| Suspended account | My account was suspended |
| "Mismatched information" error |
Fixing a 'Mismatched Information' error |
Troubleshooting
If none of the sign-in issues above describe your issue, review the troubleshooting scenarios below for next steps.
Cannot access email or complete MFA
If you don’t have access to your email or can’t complete MFA, contact ID.me Support.
MFA error messages
If you are getting an error message when setting up or managing your MFA, visit Troubleshooting multi-factor authentication (MFA).