If your initial identity verification attempt is unsuccessful, it means that the information you provided did not match the authoritative sources ID.me uses for verification.
Unsuccessful verification attempts may be due to many reasons:
- You recently moved
- You had a name change
- You answered security questions incorrectly
- Your credit report was locked or frozen
- Your credit profile contains erroneous information
- You already have an ID.me account
- Your submission contained an error or typo
- You submitted expired identity documents
- Your ‘selfie’ wasn’t taken and submitted correctly
- You submitted an unreadable document
- You submitted a phone number that is not associated with your name and address
If you follow the help offered in the links above, and your next verification is still unsuccessful, ID.me may be able to verify your identity in other ways. Look for the Verify identity on a video call button to complete your identity verification on a video chat with a Trusted Referee.
I can’t verify my identity using my phone number
If you can’t verify your identity using your phone number, try another verification option, such as a document upload with a driver’s license, state-issued ID, passport, or passport card. If you still cannot verify your identity, contact Sterling support at 888-889-5248.
Why were my identity documents not accepted?
When verifying your identity, be sure to carefully follow all instructions and prompts when uploading your identity documents. If your identity documents were not accepted, this may be due to many reasons:
Your submission contained an error or typo
You submitted expired documents
Your selfie wasn’t taken and submitted correctly when prompted
You submitted an unreadable document
You submitted a document that has already been uploaded by another ID.me member
You submitted a document that contained a name or address that did not match your personally identifying information (PII).
If your identity document(s) were rejected for any of these reasons, select Retry to upload the same document(s) again, or use a different document.
Why does ID.me ask for my Social Security Number?
The primary goal of ID.me is to make sure that you-are-you.
The information we ask for, like your Social Security number, is a protective measure we take to lessen the chance your account could be duplicated—whether accidentally by you or (in a malicious attempt) by someone pretending to be you. Information you provide is secured and encrypted, and is used only to facilitate verification and prevent fraud.
What is a Trusted Referee Video Call?
A Trusted Referee is a trained ID.me identity specialist who can help you verify your identity if your online verification attempt is unsuccessful. During this video call, you may need to show either two primary documents or one primary document and one secondary document and/or proof of a Social Security Number.
What is multi-factor authentication (MFA)?
Multi-factor authentication (MFA) strengthens account security by requiring two factors to confirm your identity when you sign in to your ID.me account. These factors usually include something you know (like a username and password), plus something you own (like a phone number).
MFA helps prevent unauthorized access to your account. By setting up MFA, you will improve your account’s security. ID.me encourages all members to set up at least two MFA methods for account security.
Can I have multiple accounts?
No, you can only have one ID.me account.
If you attempt to establish another account with ID.me , you may see one of the following error messages:
If you remember the email address and password you used in your previous verification, close the error message and sign in to your ID.me account with that information.
You do not need access to your email address to log in to your account; however, we suggest you update the primary email address in your ID.me Member account.
If you cannot remember the email address and password you used in your previous verification, or have a suspended account, contact Sterling support for additional assistance.