Troubleshooting
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Troubleshooting - How can I solve common technical questions?
Steps you can take to resolve common technical questions: 1. Confirm you have physical and original versions of y...
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Why were my identity documents not accepted?
When verifying your identity, be sure to carefully follow all instructions and prompts when uploading your identity ...
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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 ...
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Why am I being asked to log in to submit a ticket?
You may be asked to log in to your ID.me account when submitting a ticket to ID.me Support. This extra step helps our...
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How do I update my information?
When completing your identity verification, you will be asked to confirm your information including your name, date o...
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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...
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Can I have duplicate (two or more) ID.me accounts?
No, you can only have one ID.me Account as our policies permit. When you attempt to verify your identity or group aff...
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How do I update my ID.me profile?
If you successfully verified with ID.me but need to update your ID.me profile, please follow the steps below. Doing t...
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How do I update my internet browser?
Select one of the following browsers: Apple Safari Google Chrome Mozilla Firefox Microsoft Edge For best re...
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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...
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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...
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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...
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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-...
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How do I submit a help desk ticket with ID.me Member Support?
Steps to submit a help ticket: 1. Start a ticket. You may also start a ticket by: Scrolling to the bottom of th...
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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...
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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...
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What is Error Code: E4301?
If there has been a recent change in your life such as changing your name, phone number, or a move, you might enc...
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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 ent...
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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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What if I don't have any of the documents listed above?
If you do not have a driver’s license, a state ID, passport or passport card, you may submit a help ticket asking ID....
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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...
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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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Why did I get a text message about authorized use of my identity?
You may have recently received a text message like the one below asking if you used ID.me credentials to log in to an...
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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,...
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What are the technical requirements to verify my identity?
If your device can take a photo and access the internet, it most likely meets the technical requirements needed to co...
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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...
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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...
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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...
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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...
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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。 ...