ID.meReviews 40,357

Tried to use their "self service" option but at the very last step they claimed that they didn't recognize my cell phone. They did recognize my land line but of course since they require you to respond to a text message that wouldn't work. There's no option to receive a phone call and at that point you can't switch to using a video call so had to start over completely.
After entering my ID documents AGAIN I had to wait for an email to join a video call. For ten days I got emails to "wait, we're working on it." Then those stopped and I guess I would still be in limbo if another system I use hadn't also switched to ID.me and when I finally got through that process (and at least it worked a bit better and I got a link to join a video call in a few days) I was able have their rep also deal with the initial stalled process.
Their whole process is designed to evade providing customer support. I certainly DO NO RECOMMEND them, but of course once a system forces you to use them you have no choice. If anyone involved in the procurement process of selecting an authentication system sees this USE SOMETHING ELSE.

I have NEVER had as inefficient, useless interaction with a system in my life. After having my submitted documents APPROVED, I had to sign in for a video call using a password, passkey & Touch ID. It took me 1 hour & 45 minutes on hold to get to this point in the video call. I then had to present my drivers license & social security card AGAIN on the video call (both had been submitted for the original document review). Then had to have interview w/ ID Me employee (demographics, last 4 numbers of SS #, etc). Once that was done I had to go back to IRS site & approve the info that ID Me could share w/ them. Over 2 hours of my time wasted w/ this foolishness.

This is a long process. Sending your documents is not easy. When you take a photo to send the system tells you to take another and another. Eventually I just hit the submit button and it went anyway. I ended up being required to have a call with them. They would contact me in 2-3 days. About 10 days later I got an email with instructions. I signed in and waited 2-1/2 hours for an agent that never came. I ended up making a midnight appointment and finally got it done.

ID.me is basically a phishing scam financed by the federal government.
It took me SIX HOURS to create an account. Every step they have to send a link to a different device, and the links don't work. Their "customer support" is rude, uninvolved, and undertrained. After six hours of dealing with nonsense, waiting for someone to pick up transfer after transfer after transfer, it only took me three minutes to finish my business with the IRS. And this is apparently their standard process. Not one person seemed to think all the time they were forcing me to waste was the least bit unusual.

30+ years working for the Government I understand both security and the need for security. I think your process works good for people with newer cell phones. But what about people with older cell phones? (I was never able to complete your process with my 12 year old I6, even after Verizon adjusted the settings. I was successful completing your process only after finding an old laptop w/ built in camera.) Also what about the hearing impaired? What about seniors with only land lines? What about places where there is no cell service at all? (Yes, even today, there are places in this country where there is no cell service, a lot of places with homes like the mountains in Tn, NC, Va; and, the plains out west.) Does that mean one has to go to a public place to complete your process? Your certification process idea is not bad; but, implementation is not well thought out. If cell phones are instrumental in your process, then your employees need to have the ability to troubleshoot the lack of connectivity. Yes, given the wide range of brands and software version, it would be complicated. So instead you just make it the responsibility of the person you are trying to provide a service for? The population of the United States is not all millennials. If newer cell phone are required to communicate with government agencies like the IRS, SS, etc; then, when will the cost of a new cell phone be a deduction from our taxes? Or maybe the government will begin providing cell phones? I suggest a partnership with one of many businesses that are nationwide / in virtually every city in the country. Some of the big tax service companies would be able to help because they are heavily computerized and have cubicles to provide the necessary privacy. Word for word, this same comment has been sent to my Senator.