• ID.me

2022 SITEJABBER AWARD

ID.me

Overview

ID.me has a rating of 4.26 stars from 19,966 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with ID.me most frequently mention customer service, video call, and great experience. ID.me ranks 2nd among Software Other sites.

  • Service
    1130
  • Value
    923
  • Shipping
    521
  • Returns
    509
  • Quality
    904

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 77.8%
Positive
6,598
Neutral
483
Negative
1,403

What reviewers want you to know

Positive highlights

  • Great customer service good energy very kind and patient nice person wish them the best n hope they do good in life
  • Took a little bit to get a video chat, but was well worth it.
  • 2022 Customer Choice Winner

Critical highlights

  • If you have a new phone number, and you forget your password, you are up the creek.
  • It has been suspended, as there are two email addresses on the account.
  • Had to upload all my sensitive info for unemployment benefits... then 0 results
How would you rate ID.me?
Top Positive Review

“Securing my account with facial recognition technology”

Alan Y.
3/21/24

I am so happy the Social Security Administration has added this powerful technology to protect my personal information! It's so easy to use and powerful! I am really impressed with the technology and implementation of this technology. ID.me has made this process super simple and effective. I am just a client of SSA and been using ID.me to log in for awhile now. The addition of facial recognition makes me feel even more secure.

Top Critical Review

“Awful! Should not have monopoly on access to IRS accounts!”

ME T.
3/4/24

Suspended both my and my wife's accounts at the beginning of tax season. No reason given. When I contacted them, the only thing they said (two weeks later) was: "After a thorough[sic] investigation, we have determined that your ID.me account will remain suspended to protect your identity." What! That's it? We had done the face verification, everything! How ridiculous!

Reviews (19,966)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (780) video chat (425) verification process (314) phone number (209) email address (54) unemployment benefits (66) birth certificate (25)
Thumbnail of user alany207
1 review
0 helpful votes
March 21st, 2024
Verified purchase

I am so happy the Social Security Administration has added this powerful technology to protect my personal information! It's so easy to use and powerful! I am really impressed with the technology and implementation of this technology. ID.me has made this process super simple and effective. I am just a client of SSA and been using ID.me to log in for awhile now. The addition of facial recognition makes me feel even more secure.

Thumbnail of user emilyp1004
1 review
0 helpful votes
March 22nd, 2024
Verified purchase

I had the opportunity to record my face using technology for a recording of moving visual images. This is done so that individuals have no doubt that it was me performing the actions that allow myself to begin using my online account. Photography enables individuals to obtain a closer look of what's happening. With photography, i could share information with the program and document my participation. The program was convenient and worked. I consider it particularly modern.

Service
Value
Quality
Thumbnail of user margots39
2 reviews
0 helpful votes
August 26th, 2022
Verified purchase

Simple instructions and the process was quick. The face scanning takes a little adjusting but you get good feedback in the process (the system gives you direction i. E. 'move left') which was very helpful. Login.gov never accepted any photo or even a scan of my drivers license- it was downright maddening.

Thumbnail of user oliviac355
Olivia C. – ID.me Rep

Hello Margot! We are glad that you found this process to be quick and easy. Thank you for your 4-star review of ID.me. -ID.me Social Response Team

Thumbnail of user blairj41
1 review
0 helpful votes
October 6th, 2023
Verified purchase

Fast: The process took less than 15 minutes and I was updated with mind put at ease.
Simple: The instructions are very understandable, the example were relatable, and I was able to check my history from the records ID.me keeps.
Secure: The question that were ask, only I would know in the allotted time given. Plus face recognition, email, phone number and prior address is a bonus.

Thumbnail of user franklinl94
1 review
0 helpful votes
January 24th, 2024
Verified purchase

I recently used the ID.me Video verification service, and I must say, it was a wonderful experience. The process was straightforward and highly efficient. The video verification service provided me with a seamless and secure way to verify my identity while saving me much time. Overall, I was delighted with my experience and highly recommend this service to anyone looking for a reliable and hassle-free way to verify their identity.

Thumbnail of user margoth46
1 review
1 helpful vote
May 14th, 2023
Verified purchase

We wondered if it was a Scam to somehow get the Refund from People, so I waited a while and talked to Friends and Family.Most of them said don't do it. So I checked on IRS on Line and it left me with a better feeling, and went ahead with it. The Security was good, but the rest could be a bit improved. So now can't wait to see how long it takes the money to hit my Bank. But it could confuse older People...

Thumbnail of user tonjam33
Tonja M. – ID.me Rep

Hello Margot. We’re glad you were able to complete your verification successfully. Thank you for taking the time to leave ideas on how we can make it even better. We’re grateful for your ideas to improve, and I’ll pass yours along to our team. —T, ID.me

Thumbnail of user davido1757
1 review
4 helpful votes
December 10th, 2022
Verified purchase

After multiple attempts over two days of sending pictures, scanning myself and even driving to a different city to a full service dwd office; I finally got successfully I'd went sent to the video chat.

The young lady there was polite, curteous and competent. She had me verified in minutes using the same documents I had submitted clear pictures of numerous times. God love human beings!

Tip for consumers:
Have your photo identifications handy. Make sure you plan a lot of time for the process. Be prepared to be frustrated.

Products used:
Identification service

Service
Value
Thumbnail of user oliviac355
Olivia C. – ID.me Rep

Hello David! Thank you for sharing your experience with ID.me. We sincerely appreciate your feedback. -ID.me Social Response Team

Thumbnail of user jillr649
1 review
0 helpful votes
February 19th, 2024
Verified purchase

I found the registration with ID.me easy, but have several staff that were challenged by the process as they are not tech savvy. One doesn't even have a smart phone! Another has a smartphone but doesn't know how to do much other than text/call. I would definitely recommend mentioning the need to relax privacy/location settings for this registration to work as well provide for more readily available registration options that do not require mobile devices.

Thumbnail of user jies5
1 review
32 helpful votes
May 5th, 2021

Never respond to emails. I waited 8 hours to get to a video call with someone and she asks me to send email to support. I did the last few weeks, no response no response no response! Only automatic emails no live person to resolve issues! I've been hold up here too long unable to complete my UI application. Someone please do something about this company! I will write to White House! No service! But it hold up people's files!

Tip for consumers:
No response, no reponse, no response!!! It's been over 1 month! No intention to help or service!!!

Products used:
ID verification

* ID.me attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

Service
Value
Shipping
Returns
Quality
Thumbnail of user willd85
Jessica D. – ID.me Rep

Hello,

We are sorry to hear that you've had a frustrating experience with the identity verification process. We are here to support and help resolve your issue. If you would like our assistance, please send us an email at sj.support@id.me. We hope to hear from you soon!

-IDme Social Response Team

Thumbnail of user sharong1970
1 review
2 helpful votes
April 13th, 2023
Verified purchase

The software assisted me through the process of establishing credibility in identification and made it quite pleasant. I began with a great deal of apprehension, but completed my verification feeling comfortable and accomplished. Even an older person can complete this identity verification process unassisted by family members or support staff. Easy. Quick. I highly recommend ID.me.

Thumbnail of user saralynnb
1 review
1 helpful vote
October 6th, 2022
Verified purchase

Used for IRS ID verification.
The site navigation is highly user-friendly if you're even a little tech-savvy.
I wish I had been able to do the "self" check option but was disabled due to some odd technicality wherein they told me my phone number was not linked to my name. I tried again, and still the same issue popped up. So that was a waste of time. Highly annoying. I had to dig up a couple more documents in order to do the video call option instead.
The service agent I video called with was very pleasant and helpful.

Thumbnail of user yamanac
Yamana C. – ID.me Rep

Hello Saralynn! Thank you for your feedback as we are always trying to improve our member experience. Thank you for your 4 star review of ID.me. -ID.me Social Response Team

Thumbnail of user stanleyt141
1 review
0 helpful votes
January 18th, 2024
Verified purchase

When you're trying to identify yourself to an official agency sometimes it is very very frustrating no matter how many documents you send in no matter what verification you can tell them over the phone they still will give you a difficult time with id.me it's a matter of just a few clicks and it's done without having to reveal very sensitive private information

Thumbnail of user rafaeld161
1 review
1 helpful vote
April 13th, 2023
Verified purchase

As a new member of ID mean it's been Barry easy and simple. I appreciate to everybody that works there. They were very helpful. Thank you so much.

Service
Value
Shipping
Returns
Quality
Thumbnail of user whites9
4 reviews
0 helpful votes
November 8th, 2023
Verified purchase

After having a couple of fraudulent transactions, ID.me's level of security was off the chain!
I felt confident and secure divulging my personal information to a total stranger!
Absolute professional, the fact they actually have to see you to verify your identity! I dare any scammer to try and hack this system!

The agent was so professional, but at the same time made you feel at ease - Thank you

Keep up the 'Fort Knox' service!

Thumbnail of user erikam219
1 review
3 helpful votes
April 27th, 2021

I've "successfully processed" my identity 5 times with no avail... ID.me never adds my ID to my active approved ID's. This is so very frustrating and it's creating a financial hardship because this identy verification is for unemployment.

Service
Value
Thumbnail of user willd85
Jessica D. – ID.me Rep

Hello,

We are sorry to hear that you've had a frustrating experience with the identity verification process. We are here to support and help resolve your issue. If you would like our assistance, please send us an email at sj.support@id.me. We hope to hear from you soon!

-IDme Social Response Team

Thumbnail of user lesliee45
2 reviews
42 helpful votes
November 23rd, 2021

After spending 25 minutes uploading scans of my ID, inputting all kinds of personal data (address, phone, email, birthdate, SSN), confirming 2-factor authentication via text and email, allowing a credit report check, submitting to a biometric scan now they say I must video chat with their live agents to verify 3 more documents. It's frightening that a private company can collect this much personal information about individuals.

Tip for consumers:
The timeframe to actually complete the process (if it even works at all).

Products used:
Nothing

* ID.me attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

Value
Quality
Thumbnail of user willd85
Jessica D. – ID.me Rep

Hello,
We are sorry to hear that you've had a frustrating experience with the identity verification process. We are here to support and help resolve your issue. If you would like our assistance, please send us an email at sj.support@id.me. We hope to hear from you soon!
-IDme Social Response Team

Thumbnail of user arlynew2
1 review
0 helpful votes
January 22nd, 2024
Verified purchase

I'd.me is a security measure that purports to make signing in easy but safe. It requires information authenticating the identity of person signing in. Basic info is pretty straightforward. MFA is the tricky one. Online users are expected to be literate with internet jargon like downloading vs uploading, selfie, and the like. The instructions on uploading document is not that clear to me. I happen to luck out on guessing what I'm asked to do. Maybe you will be as lucky.

Thumbnail of user tinaw666
2 reviews
0 helpful votes
December 30th, 2022
Verified purchase

I had a hard time submitting the required picture ID not because of technical issues but because you had to actually hit the submit field to bring up a menu of what method you wanted to use to get the picture to them. Very bizarre. Once I deciphered the non instructions all was fast and smooth. Except for an error message telling me to try again later. After wasting all that time submitting photos etc I was pissed off completely and just said forget this right now. Then, about a half hour later I received a text and email saying everything was great, I had been confirmed.

So. It worked. That's a good thing because basically it's the only option the IRS gives you to confirm your identity, but there could be just two or three explanatory sentences added to the instructions to avert 99% of the frustration I felt using the platform.

Thumbnail of user oliviac355
Olivia C. – ID.me Rep

Hello Tina! Thank you for sharing your experience with ID.me. We sincerely appreciate your feedback. -ID.me Social Response Team

Thumbnail of user philliph363
1 review
0 helpful votes
October 2nd, 2022
Verified purchase

1 entered email.
2 received text message with verification code.
3 entered verification code.
4 received text message instructing me to take a selfie. Not allowed to wear reading glasses, so instructions were hard to read.
5 selfie approved after about 15 seconds. Then allowed to enter my transaction.
6 received two text messages telling me to reply if I think this sequence was fraudulent. If I was committing fraud, I obviously would not reply, so these seem useless.

Thumbnail of user oliviac355
Olivia C. – ID.me Rep

Hello Phillip! Thank you for your feedback regarding the identity verification process as we are constantly trying to improve our member experience. Thank you for your review of ID.me. -ID.me Social Response Team

Thumbnail of user emilya778
1 review
0 helpful votes
September 8th, 2023
Verified purchase

Need a letter clear name ID theft from1978 linger on today 9-8-2023! Treason Army Id theft took place by 1st wife Johnny Mae Stroud sent threat letter back child support lingers on 1978 year ago 7-3-2023 took money without court order. Stop terrorist act of hate on color female Emma Anderson meet Thurgood 1975! Change name 11-14-1997 with clothes on that day Not been prison for hate crime that has been commit by 1st wife name Johnny Mae Stroud sent unfair letter cause due hate! 7-4-2023. Who marry 7-3-1992?

Thumbnail of user anac726
1 review
0 helpful votes
April 13th, 2023
Verified purchase

Had technical difficulties with my scanned documents when creating Id.me account so an agent had to validate them through a live video call. The agent took care of it and she was very professional and courteous and resolve the issue. She made me feel SAFE during the whole process. And she triple confirmed my identity which it made me feel even more secured. I strongly recommend this ID.me thing

Thumbnail of user daved1055
1 review
2 helpful votes
November 6th, 2023
Verified purchase

Going through the sign-up process while a bit lengthy went well, process was explained and steps could be followed. However, login in process resulted in going back to the login in screen instead of the desired website. Tried calling, but no phone number. Sent email, it didn't help. Sent a response, but no live agent contacted me. So, I'll be waiting for a response. Govt agency was not help either. Wasted a lot of time, and end it not yet in sight.

Thumbnail of user kassandrao9
1 review
0 helpful votes
February 12th, 2024
Verified purchase

Everything was smooth and easy from beginning to end (sign up, document upload, waiting period, video call, and final steps). They even sent me thinking-of-you emails to let me know they hadn't forgot about me and why the waiting period for my live video call with their agent was taking longer than they anticipated. The agent was patient, understanding, and flexible while I struggled with minor technical difficulties with the background (don't blur it!).

Service
Value
Quality
Thumbnail of user nicholasr981
1 review
0 helpful votes
December 18th, 2023
Verified purchase

Wonderful, simple, and easy to use website. This website has helped me organize almost all my identification in one place. A very positive mindset was behind the creation of ID.me.

Thumbnail of user wills491
1 review
0 helpful votes
November 4th, 2022
Verified purchase

ID.me is super easy to use. Even when confirming identity for sites I haven't used in a long time, the password retrieval and verification process was super easy & convenient. Was able to get the information filled out and completed on the website without any trouble. Would highly recommend continued use of this product for a variety of applications.

Thumbnail of user yamanac
Yamana C. – ID.me Rep

Hello Will! We are glad that you were able to complete the identity verification process successfully and with ease. Thank you for your 5-star review of our service. -ID.me Social Response Team

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From the business

ID.me simplifies how individuals prove and share their identity online. The ID.me secure digital identity network has over 98 million members, as well as partnerships with 30 states, 10 federal agencies, and over 500 name-brand retailers.

The company provides identity proofing, authentication and community verification for organizations across sectors. The company's technology meets the federal standards for consumer authentication and is approved as a NIST 800-63-3 IAL2 / AAL2 conformant credential service provider by the Kantara Initiative. ID.me's Identity Gateway also has a Federal Risk and Authorization Management Program (FedRAMP) Moderate Authority to Operate (ATO). ID.me is the only provider with video chat and is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.

Business History

Identity touches all sectors of the economy. But revealing the information that identifies us can be risky. At ID.me, we’ve changed this paradigm.

It began when ID.me’s CEO and founder Blake Hall, a decorated Army Ranger, watched a military veteran display their DD214 separation paperwork to a store employee to claim a military discount. The document held far more information than was needed to verify military service. Exposing so much personal information for a single benefit was risky and unnecessary. There had to be a better way.

We set out with the mission to make community verification easier and more secure. We began with the military community, but quickly grew to include students, teachers, nurses, first responders, and government employees.

We built partnerships with hundreds of retailers and expanded into regulated sectors like government, healthcare, and financial services with legal identity verification for high-risk transactions.

Today, we’re building a digital identity network where users verify their identity once, and never have to re-verify their identity again across any organization where ID.me is accepted. It’s just like the driver's license in the physical world. Once you’re verified, proof of your identity goes with you everywhere.

Company Representative

Thumbnail of user willd85
Jessica D.
Typically does not respond to reviews

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