Troubleshooting – ID.me Help Center

Why were my identity documents not accepted?

When verifying your identity, be sure to carefully follow all instructions and prompts when uploading your identity ...

What do I do if I didn't receive the text message to take a photo / selfie?

When choosing to upload photo(s) of your document(s) and/or take and submit a selfie using your smartphone, ID.me wil...

Why was my identity verification attempt unsuccessful?

If your identity verification attempt was unsuccessful, it means that the information you provided did not match the ...

What are some best practices for taking a good selfie?

Sometimes the selfies you submit during the verification process aren’t always accepted. Read below about some common...

What should I do if I use a work email to create my ID.me account?

If you created an ID.me account using a work email, be sure to add a second, personal email address, and make it your...

Why am I being asked to sign in to contact ID.me Support?

You will need to sign in to your ID.me account to submit a ticket to ID.me Support. This extra step helps our agents ...

How do I update my information?

When completing your identity verification, you will be asked to confirm your information including your name, date o...

What if I don’t live in the United States?

If you do not currently live in the United States of America, you may still verify your identity via a video call wit...

What is Error 114?

“Error 114” or “Err 114” is a technical error that comes from your operating system, not from ID.me. This article exp...

What is Error Code: E4301?

If you recently changed your name, phone number, or home address, this error message might display while verifying yo...

Troubleshooting common technical issues

How to resolve common technical issues 1. Confirm you have physical and original versions of your identity docume...

How do I update my web browser?

If you are using an outdated browser to verify your identity on a desktop computer or mobile device, you will s...

How do I clear the browser cache?

While browsing the internet, your device will store data temporarily to load web pages faster. However, if you are ex...

How do I grant permission to use my device’s camera?

Granting permission to use your device’s camera varies by browser and type of device (mobile or desktop). Select one...

How do I enable FaceTime on my iPhone?

If you are unable to use FaceTime on your iPhone, chances are you may have disabled it. Follow the steps below to re-...

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...

나의 서류들이 받아들여지지 않는 이유는 무엇입니까?

를 이용하여 당신의 신분을 증명할 경우, 서류를 업로드할 때 스크린에 있는 지시를 주의깊게 따라주십시오. 당신의 서류가 첫 시도에 잘 업로드되기 위한 팁을 보시려면, 아래의 비디오를 시청하거나 스크롤을 더 내려...

How do I return / switch to the other open browser tab?

After uploading photos of your documents, selfie, or video selfie on your mobile device, you will be prompted t...

What does 'Mismatched Information' mean?

If you see the following screen while attempting to sign in to your ID.me account, this means the details you entered...

What does "We need more information" mean?

When attempting to upload your identification documents multiple times, you may see a "We need more information" ...

What kinds of documents are not accepted by ID.me?

Below is a partial list of documents ID.me cannot accept: Expired documents Employee ID badges Documents that are t...

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...

What happens if my identity document(s) isn't accepted?

When you verify your identity with ID.me, you will need to upload images of specific personal identity documents,...

Technical requirements to verify your identity

We recommend using devices, browsers, or operating systems that meet the technical requirements needed to complete ID...

What makes my medical bill an acceptable secondary document?

In order to use a medical bill as an acceptable secondary document for identity verification, it must meet the follow...

What makes my bank statement an acceptable secondary document?

In order to use a bank statement as an acceptable secondary document for identity verification, it must meet the foll...

Can I use Native American / Tribal documents as a form of evidence for identity verification?

Yes, ID.me follows the National Institute of Standards and Technology (NIST) guidelines for acceptable identity docum...

What makes my utility bill an acceptable secondary document?

In order to use a utility bill as an acceptable secondary document for identity verification, it must meet the follow...

为什么我的文件未被接受？

与受信公证人核实您的身份时，请务必在上载身份证明文件时仔细遵循所有的指示和提示。有关如何避免耽误并确保首次尝试就成功的技巧，请观看以下的视频，或向下滚动以阅读更多内容。相同的文件请勿上传两次。您必须为每个类别上传个别的文件。 ...

Vai trò của ID.me trong bảo hiểm thất nghiệp là gì?

ID.me đã hợp tác với nhiều tiểu bang để giúp xác minh danh tính của bạn khi nộp đơn yêu cầu trợ cấp thất nghiệp. Sự l...