Technical troubleshooting
Finds steps to help fix technical issues. For example, learn about browser troubleshooting, answers to common technical issues, and how to address specific error messages.
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Getting help after verifying your identity
If you’ve verified your identity and have trouble accessing a partner’s benefits and services, there are a few troubl...
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I couldn't verify my identity
There are several steps you’ll take to verify your identity, like uploading your identity documents, taking a selfie,...
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Switching between browser tabs during verification
During the verification process, you may need to switch between browser tabs to complete your verification. You’ll be...
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Technical requirements to verify your identity
We recommend using devices, browsers, or operating systems that meet the technical requirements needed to complete ID...
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“Something isn’t right” error message
During the verification process, you may see this error message: “Something isn’t right: We are unable to process you...
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Granting permission to use your device’s camera
When verifying your identity, you may need to grant permission for your device to access your camera. This way, you c...
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Fixing error code 4301
If you recently changed your name, phone number, or home address, the E4301 error code may appear when verifying your...
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Clearing your browser's cache
While browsing the internet, your device will store data temporarily to load web pages faster. If you are experiencin...
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Troubleshooting phone number verification
ID.me may use your personal phone and phone number to verify that you are you—and not a fraudster pretending to be yo...
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Updating your web browser
To ensure you can successfully use ID.me, we recommend using the most up-to-date web browser. For a list of other tec...
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Troubleshooting common technical issues
If you run into technical issues while verifying your identity, use the checklist in this article to help fix the iss...
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Fixing error 114
“Error 114” or “Err 114” is a technical error that comes from your operating system, not from ID.me. This article exp...
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Do I need a smartphone to verify my identity?
You don’t need a smartphone to verify your identity. You can also verify your identity using a computer or tablet—as ...
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Why doesn’t my email confirmation link work?
If you are having trouble confirming your email address, it may be due to one of these issues: Spam and Junk Email Fo...
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Fixing a 'Mismatched Information' error
If you see a ‘Mismatched Information’ error while signing in to your ID.me account, this means the details you entere...
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What do I do if I didn't answer my security questions correctly?
To make sure you are you—and not someone pretending to be you—you may choose to verify your identity by answering...
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Reviewing and confirming your information
When completing your identity verification, you will be asked to confirm your information including your name, date o...
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What does "We need more information" mean?
When attempting to upload your identification documents multiple times, you may see a "We need more information" ...
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Changing languages when using ID.me
ID.me believes in “No Identity Left Behind”. We’re committed to creating a platform where anyone, regardless of racia...
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How do I contact ID.me Support?
You may be asked to sign in to your ID.me account when submitting a ticket to ID.me Support. This extra step helps ou...