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Business Profile

Identification Bureau

ID.me, Inc.
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

Customer Complaints Summary

  • 1,451 total complaints in the last 3 years.
  • 510 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    ID.me suspended my account for no reason. There should not have been any issues with fraud because I have MFA turned in. I reached out via their support form as directed by the chatbot but I never got a reply after responding to the email and that was on Feb 19th.I now cannot access my Veterans benefits, nor can I access the IRS website, or ***********.

    Customer Answer

    Date: 03/22/2024

    The issue has been resolved

    Business Response

    Date: 03/22/2024

    Hello ***,

    I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account on 3/20/2024, and I see you were able to successfully log in on that day as well.

    Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

    All the best,
    ID.me

  • Initial Complaint

    Date:03/16/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    In March 2024 my taxes were placed on hold until I received a code from I.D ME. I tried login into my account but I could not remember my password. I tried resetting my password but it stated that I had MFA enabled. I checked my MFA apps and I could not find one that was linked with I.D ME. I emailed I.D ME support and I was notified that my account was suspended and that a Support Representative was going to contact me. It has been 3 weeks and I have sent multiple follow up emails and as of today, I still have not heard back. I am still unable to complete filing my taxes due to this issue. Please assist. I would like to close my account with I.D ME since they are holding my taxes and for having poor customer service.

    Business Response

    Date: 03/20/2024

    Hello ******,

    I am sorry for the difficulty youve experienced with your ID.me account. We take our members account security very seriously, and have determined your account will remain suspended due to suspicious activity. We cannot provide additional context into the issue outside of the email you received from ID.me Member Support on 3/20/2024.

    All the best,

  • Initial Complaint

    Date:02/27/2024

    Type:Order Issues
    Status:
    Answered
    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.
    My ID.me account has been temporarily suspended I’m sure due to me accidentally creating 2 accounts. When I contacted their customer support through email on 2/9/2024(which I was directed to do through the ID.me website) I didn’t receive a response, and as of 2/27/2024 I still haven’t received a response on what steps need to be taken to fix this issue! I’m needing to get this matter resolved bc I need to access my account to be able to retrieve information in order to file my federal taxes before this year’s deadline! Please Please help!!!

    Business Response

    Date: 03/11/2024

    Hello ****,

    I am sorry for the difficulty you've experienced with your ID.me account. We take our members account security very seriously, and your account was suspended due to suspicious activity. We cannot provide additional context into the issue outside of the email you received from ID.me Member Support on 3/11/2024.

    Should you disagree with our actions, please reply back to the most recent email you received from ID.me Member Support with the information requested.

    All the best,
    ID.me

  • Initial Complaint

    Date:02/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Id.me keeps giving me the run around, first with the facial verification, then with accessing my account, and suspended it for fraud when I am who I say I am.

    Business Response

    Date: 03/11/2024

    Hi,

    Our records indicate that on 3/2/24 - An ID.me agent followed up with you with next steps and are waiting on a reply from you.

    Best,
    ID.me

  • Initial Complaint

    Date:02/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My account has been suspended and went through their protocol to have it resolved through their ticketing system. No one has responded back to my complaint. Theres no telephone number to even speak to a live person to get this resolved. I need it resolved so I can apply for my RDA license and its very time sensitive.

    Business Response

    Date: 03/11/2024

    Hi,

    Our records indicate that on 2/29/24 - An ID.me agent followed up with you on regards to your account issue and are awaiting your reply.

    Best,
    ID.me 

  • Initial Complaint

    Date:02/18/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 have been waiting for almost 2 weeks now. They suspended my account and didn't tell me why. I need access to my transcripts ASAP. I am starting to think they are doing this to certain last names due to their ethnicity. This is affecting my livelihood. All they do is keep sending an email saying I need to answer 4 questions which I did more then once. I need my id.me account restored. This my right as a US citizen and taxpayer.

    Business Response

    Date: 03/07/2024

    Hello ****,

    I am sorry for the difficulty you've experienced with your ID.me account. We take our member's account security very seriously, and your account was suspended due to suspicious activity. We cannot provide additional context into the issue outside of the email you received from ID.me Member Support on 3/7/2024.

    Should you disagree with our actions, please reply back to the most recent email you received from ID.me Member Support with the information requested.

    All the best,
    ID.me

  • Initial Complaint

    Date:02/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My account has been suspended. I contacted them. Submitted a ticket and all I've received back is their automated response. I replied to it and have not heard anything and its been over 2 weeks. If our government is going to use this service they need to have customer support. This is causing serious problems for me.

    Business Response

    Date: 03/05/2024

    Hello *******,

    I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email on 2/28/2024. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

    All the best,
    ID.me

  • Initial Complaint

    Date:02/12/2024

    Type:Billing Issues
    Status:
    Answered
    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 have been trying to get id.me company to remove emails and account of my person that is fraudgelent accounts and not me. Ive emailed them twice, they have not responced. This company is a major part of our sercurity in america but they are doing more harm than good. I can not file for my goverment assisants servies that my taxes are paying for without going throught id.me system in which has locked me out their system. I am trying to remedy this situration with id.me before i take legal action

    Business Response

    Date: 03/04/2024

    Hello ******,

    I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account on 3/4/2024.

    Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.
    All the best,
    ID.me

  • Initial Complaint

    Date:02/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ID.me is required verification for unemployment in state of MA. However, after multiple ticket submissions and phone calls to unresponsive company. I am not able to verify my ID to obtain unemployment. Issues: Unable to verify phone number Failed video call (too many redirects) All troubleshooting resources online have been tried and do not resolve issue.

    Business Response

    Date: 02/28/2024

    Hello *******,

    Thank you for bringing this to our attention. We are glad that you were able to resolve this issue with the help of our team on 2/13/2024.

    Should you have any additional issues, please reply back to the most recent email you received from ID.me Member Support.

    We truly apologize for the inconvenience caused.

    All the best,
    ID.me

  • Initial Complaint

    Date:02/02/2024

    Type:Billing Issues
    Status:
    Answered
    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 have contacted id.me for 2 weeks to fix my account from being suspended and they never follow back up with me. I am needing access to my account for irs records regarding to my financial aid. This has to be completed asap

    Business Response

    Date: 02/22/2024

    Hi,

    An ID.me agent will be reaching out with next steps on your account access.

    Best, 

    ID.me 

ID.me, Inc. is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

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