Social Security - How do I verify with a Video Chat Agent?

ID.me works with the Social Security Administration (SSA) to verify SSA users requesting information online. ID.me provides secure digital identity verification to government agencies and healthcare providers to make sure you are you—and not someone pretending to be you. This article explains how you can verify your identity for Social Security with a Video Chat Agent.

Before you verify

To verify with a Video Chat Agent, you’ll need:

• A mobile phone that has a camera or a computer with a webcam 
• Email address
• Social Security number
• Two primary or one primary and two secondary documents

Tip: Review our best practices for selecting and uploading acceptable identity documents.

1. Sign in to SSA

To begin the verification process, first sign in to your SSA account:

1. Go to the Social Security login page.
   
   
2. Select Sign in with ID.me.
3. Select Ok to be redirected to the ID.me Sign in page.
4. Sign in to your ID.me account.​​ If you haven’t created an ID.me account, select Create account and confirm your email to begin.

Note: It’s not possible to create more than one account. If you already have an ID.me account, sign in instead

Set up multi-factor authentication

If you’re creating a new ID.me account, you’ll need to set up multi-factor authentication (MFA) to continue with verification. For steps to set up MFA, select one of the following MFA methods:

• Text Message or Phone Call
• Push Notification
• Code Generator
• NFC-Enabled Security Key
• FIDO Security Key 

After you’ve successfully set up MFA, continue to verify your identity.

2. Verify your identity with a Video Chat Agent

After you’re signed in to your ID.me account, you can verify your identity with a video selfie, or over a video call with a live agent. To verify your identity with a video agent:

1. Select Video Chat Agent, then select Continue.
    
2. Select Get Started, accept ID.me's consent to collect personally identifiable information, then select Continue.
    
3. Enter your information, then select Continue. Make sure the information you provide matches the information on your documents.
4. Confirm your Social Security number, then select Continue. Learn why ID.me asks for your Social Security number.
5. Select the primary document you’d like to use, then select Continue. You'll need to upload a photo of two primary documents or one primary and two secondary documents. Your document should:
   • Show your full name and date of birth
   • Be a photo or full-color scan
   • Be original (no photocopies)
6. Confirm the name on the document matches the name previously entered, then select Continue.
   
7. Select either one additional primary document or two additional secondary documents, then select Continue.
   
8. Choose how you want to send ID.me your documents, then select Continue. You’ll have the option to take photos of the documents with your smartphone or by uploading files from your computer.
   
9. Upload front and back photos of your document, if required, then select Continue. Not all documents require front and back photos (for example, a U.S. Passport). 
10. Wait for your documents to be reviewed by an ID.me Video Chat Agent.

3. Connect with a Video Chat Agent

During the call with your Video Chat Agent, they’ll ask you to show your documents, so have them ready. To connect to a live call:

1. You’ll receive an email from ID.me inviting you to join a video call with an ID.me Video Chat Agent. Select Check in now to join.
2. Wait for the next Video Chat Agent to be available. Make sure to have the documents you uploaded on hand, as you will need to show the documents during the video call. Wait times vary, so here’s what to know if you have a long wait time.
    
3. Confirm that you have your documents and that you consent to having your call recorded, then select Join video call. You may request that ID.me delete your Biometric Data at any time.
    
4. Show the Video Chat Agent your documents and answer a few questions to verify your identity.
5. After you’re verified, go back to the SSA application and sign in with your new credentials to consent to sharing your information with the Social Security Administration and access the application. This step securely shares your identity information with the SSA.