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I also struggled with the app., 3 different times. Then I opted to do the video verify, and it went smoothly and was quick. The biggest part and most time consuming was gathering up and then taking "CLEAR" photos of my documents. Once they were accepted I waited maybe just 4 minutes to get with the call.
Funny thing tho, once I was verified, the IRS website is down until Jan 7,2023 for repairs. So still can not check my account. Lol

Hello! We sincerely apologize for the difficulty you have experienced with the identity verification process. We are happy to assist you in completing your verification for the IRS. Please send an email to sj.support@id.me for help. We look forward to hearing from you. -ID.me Social Response Team