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Business Profile

Internet Services

SheerID Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 60 total complaints in the last 3 years.
  • 26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I would like to access the student discounts for Spotify, however your system does not recognise the institution that I am studying at.My needs as a student are perfectly the same as someone attending the universities you find 'eligible'. I do not understand why there needs to be an eligibility criteria to access student discounts, we're all still students.Whether I'm studying a diploma, certificate or degree, I am still studying nonetheless. I hope you can rectify this as I can imagine there would be a lot of people going through pathways to get to university. I attend *******************************.Thanks!

    Business Response

    Date: 01/20/2023

    Hi *******,

    Thank you for taking the time to reach out and leave feedback about your experience.

    At this time, Spotify determines the eligibility guidelines for their offer and SheerID, as a third-party verification company, must follow them as they are provided to us. Spotify has currently chosen to extend their offer to students at degree-granting universities only. Unfortunately, ******************************* does not meet the eligibility guidelines at this time. We apologize for any inconvenience this may cause.

    For further questions regarding the eligibility guidelines set for this offer, we encourage you to contact Spotify directly. Spotifys customer support team can be reached at: ****************************************.

    Kind Regards,
    SheerID Verification Support

  • Initial Complaint

    Date:12/21/2022

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Attempted to verify my status as a doctor through share ID using my license, paystub, and government issued ID. All rejected as not adequate for verification. SheerID has not approved by documents or status as a doctor despite filing a ticket.

    Business Response

    Date: 12/22/2022

    Hi *****,

    Thank you for taking the time to leave feedback about your verification experience.

    It appears that your documentation did not clearly show DO/MD status. However, after further review by our support team you were deemed eligible for the KitchenAid offer and your verification request was manually approved. We apologize for the inconvenience that *** have been caused. 

    If you have any further questions regarding verification itself, our support teams would be happy to help! https://www.sheerid.com/help/contact. For any additional questions or concerns outside of the verification process, please contact KitchenAid, https://www.kitchenaid.com/resources/contact-us.html.

    Kind Regards,
    SheerID Verification

  • Initial Complaint

    Date:12/20/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Submitted my details to SheerID; was not approved.DD214 is acceptable documentation for verification of service.No phone number, no chat, just leave an indirect email and we'll get back to you in a few days.Confirm my ********** request.

    Business Response

    Date: 12/22/2022

    Hi ****,


    Thank you for reaching out to SheerID to share your experience. 


    We received your support ticket and one of our agents has replied. Our records show that your request for ************** military discount was approved on 12/22/2022! We apologize for any inconvenience that this may have caused. 


    Since SheerID is a third-party verification service, if you have any difficulties accessing the offer, please reach out to ************** directly at 1-800-HOMEDEPOT or *********************.


    Kind Regards,
    SheerID Verification


  • Initial Complaint

    Date:11/23/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was advised to reach out to SheerID by FirstNet customer service and management to reverse your decision on my first responder status as FirstNet recognizes me (*************************) based on my job as an electric field utility technician. I received a reply from ****************************************** that they do not help with FirstNet verification, which is not accurate after speaking with ******************** I am an electrical field utility worker for *************************** based in *******, **, which is a subcontractor for ************* companies (e.g. Eversource, ************* and ************* Utilities, etc). I should be verified and recognized as my daily responsibilities include utility power line ************************, as well as natural disaster restoration. Every day I directly work with utility companies in response to Natural Disasters and restoration of electric utilities as well as other emergency situations involving downed live utility lines. For example, when power is out due to a hurricane such as ***, I am the one living in a man camp in ** restoring power, and removing downed lines so rescuers/EMS/Fire/EMT can reach people in their homes. According to SheerID, my "job title" is not eligible despite being exactly what IS eligible. As someone who puts their life on the line, literally, daily to ensure public safety and a working grid necessary for essential workers (which I am), I am appalled at the customer service and effort spent just to justify my verification.

    Business Response

    Date: 11/29/2022

    Hi *****,


    Thank you for taking the time to leave feedback about your verification experience.


    Please note, that while SheerID does provide verification services for FirstNet built by AT&T, AT&T handles their own customer support. They have asked us to refer all customer support requests to them so that they can provide a resolution. Were sorry that the FirstNet representative you spoke to incorrectly directed you to SheerID support, but we are happy to see that our agent was able to make an exception in your case and approved your verification request on November 23, 2022. If you have further questions about your FirstNet account, please contact FirstNet at https://www.firstnet.com/contact-us

    We apologize for the inconvenience you experienced during the verification process, and appreciate hearing your feedback so that we can keep working to improve our platform and processes.


    Thank you for the important work that you do to help keep our communities safe.


    Kind Regards,
    SheerID Verification  


  • Initial Complaint

    Date:11/12/2022

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am deploying to *************** for 6 months, and I was shopping for items from The North Face. I was shopping using my iPhone. The North Face website offered a military/veteran's discount after verifying via SheerID. The verification worked, and I was able to see the discount code the very first time I tried this yesterday, but North Face's website check out process did not give me an option to use the code, so I decided to try again at a later time. I tried again, and I had to reverify via SheerID, but SheerID kept coming back with "Verification Limit Exceeded". So I thought maybe I can only verify one time per day? The next day (today), I tried to verify again via North Face. It gave me the same error message. So I tried again using my laptop instead. It gave me the same "Verification Limit Exceeded" and SheerID did not give me the discount code.

    Business Response

    Date: 11/18/2022

    Hi *******,


    Thank you for reaching out to SheerID to share your experience.


    The North Face only allows customers receive a coupon-code once every 30 days. Since your first verification request was approved and you received a coupon that is why you are receiving the Verification Limit Exceeded message. We apologize for any confusion this may have caused. 


    SheerID is a third-party verification service and we do not have access to check-out process or orders placed, we are only able to assist with the verification process. If you are having difficulties applying the coupon-code you were awarded, we recommend reaching out to The North Face directly at, https://www.thenorthface.com/help.html

    If you have any further questions regarding verification itself, our support teams would be happy to help! https://www.sheerid.com/help/contact

    Kind Regards,
    SheerID Verification Support


  • Initial Complaint

    Date:11/11/2022

    Type:Delivery Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Can not get a correct respond to emails *** is not available through the phone of 800 as the 800 number gets hung up on

    Business Response

    Date: 11/18/2022

    Hi ****,


    Thank you for reaching out to SheerID and providing feedback.


    SheerID does not currently provide customer support over the phone and we were unable to locate any support tickets using the email address you provided here. 


    Our support team cannot resolve a verification issue through a Better Business Bureau complaint, however, so we do ask that you reach out to our customer support team using the link below so that we can help resolve your verification issue. Please be sure to provide your full name, any email addresses that you may have used for verification, the name of the retailer youve submitted a request for **************** for example) and a brief description of the problem.


    The link to reach out customer support team is https://www.sheerid.com/help/contact.


    We apologize for the inconvenience this may have caused, but we would appreciate the opportunity to address the root of your complaint through our support team.


    Kind Regards,
    SheerID Verification Support


    Customer Answer

    Date: 11/19/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************
  • Initial Complaint

    Date:10/13/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is so frustrating to deal with. I am currently a student in a military college so my transcript looks different than regular colleges. I have sent them my transcript several times and they keep rejecting it. The first time was because they couldnt figure out the school name (big bold letterhead). Second time I was told the transcript was expired when its clearly dated August 2022. Then they tell me that *** reached the max ****** of uploads. What?! It is so shady that there is no phone ****** to call them and talk to a real person. Just vague emails that get nothing done if you have a unique situation. Yet this company has the power to see all your information. I know they can see Im active duty as well. Ive never had a problem in the past being verified by Spotify or other services until they switched to SheerID. My college is listed and Ive proved to you that Im a student. Train your employees better and fix this situation.

    Business Response

    Date: 10/18/2022

    Hi ******,

    Thank you for reaching out to SheerID and providing feedback. Were sorry that the verification process was so frustrating for you.

    Unfortunately, we were unable to accept your initial request as the document provided did not show your current enrollment status. Although we could see it was recently issued, it did not show any credits awarded since September 2021. We are only able to accept documentation that shows active enrollment in the previous, current, or upcoming academic term.

    However, it does appear that you attempted to verify once more on October 18th, uploaded a different document that showed all the required criteria, and were successfully verified! You should have received a confirmation email from with a success link to complete the verification process. Please note that SheerID exclusively offers email support so that we can provide customers with their rewards in the most secure and efficient way possible.

    Again, we would like to apologize for any inconvenience that *** have occurred. Please let us know if there is anything further we can do to assist you at, https://www.sheerid.com/help/contact.

    Kind Regards,
    SheerID Verification Support

  • Initial Complaint

    Date:08/23/2022

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a special education teacher for Minneapolis Public Schools. I recently visited Target to purchase school supplies. Target offers a 15 percent discount for educators. Target uses SheerID to verify teachers, students, and first responders. I uploaded my valid ******************* and my most recent pay stub (08/17/22). Despite the paystub being on a list of approved documents, SheerID did not verify my identity which resulted in a loss of income.

    Business Response

    Date: 08/25/2022

    Hi Faith,


    Thank you for reaching out to SheerID and providing feedback.


    Were sorry to hear that you were having difficulties completing the verification process. All documentation is purged from our system after being reviewed for security reasons, and we are no longer able to view it. However, I can see the notes left by our review team. They indicate that we first received a teaching license. ********************** is not currently able to accept teaching licenses to verify status as a faculty member as we must see current employment at the organization that is entered on the verification form for the ************** offer. 


    The support agent who answered your inquiry over email noted that a paystub appeared to also be uploaded, but possibly incorrectly rejected. We sincerely apologize for the inconvenience this *** have caused, and have provided feedback and additional training to the document review agent.


    However, it does appear that you attempted to verify once more and were successfully verified! You should have received an email with further information.


    Again, we would like to apologize for any frustrations that *** have occurred. Please let us know if there is anything further we can do to assist you at, https://www.sheerid.com/help/contact.


    Kind Regards,
    SheerID Verification Support

    Customer Answer

    Date: 08/25/2022

     
    Complaint: 17755312

    I am rejecting this response because:

     

    I had to go above and beyond to reconcile this matter. I appreciate the BBB and *********** for their diligence and intervention in this manner, however I remain unsatisfied with SheerID's attempt to remedy this issue. SheerID acknowledges that its platform incorrectly rejected my "approved" documentation, but fails to address the financial inconvenience I experienced due to the error.  I will rescind my rejection when I am monetarily compensated for the financial disruption the company caused. 


    Sincerely,

    ***********************

    Business Response

    Date: 08/30/2022

    Hi Faith,

    We at SheerID are very sorry that your initial verification request for the ************** offer was such a frustrating experience. Sadly, one of our agents failed to review each of the uploaded documents and incorrectly rejected your request. While rare, these human errors do happen and we apologize that it had such a negative impact on your experience with SheerID. We are grateful that you took the time to submit another request the next day and that it was handled properly, allowing your faculty status to be confirmed for future use through Targets loyalty program.


    We regret our mistaken rejection of your valid document, but SheerID is unable to offer monetary compensation as reparation for the inconvenience you experienced. We have provided extra coaching to the agent that made this error and have reminded all reviewers to be sure to check every document that is uploaded, not only the first document presented.


    Again, we sincerely apologize that your first attempt at faculty verification did not work as we intended and truly appreciate that you gave us the opportunity to make it right by submitting a subsequent request.


    Thank you for taking the time to provide valuable feedback about your experience with SheerIDs verification platform and support.


    Best wishes,
    SheerID Verification Support


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