ID.meReviews 39,585

Using either Login.gov or ID.me to get to my SSA was a horrendous process. Login.gov was easy to get into but the authentication process was torture. They would not recognize my cell number even though it's been the only number I've used in years and the number they listed for me was an old house line that hasn't worked for years. This required waiting for a secret code to come in the mail (10 days). After getting and entering the code, I fought the picture verification process having exhausted the allotted attempts for weeks, then after finagling getting an acceptance, the screen time had expired and kicked me out without saving any prior data, so I had to keep trying again for days. Then after using the secret code it kept rejecting my cell number, after which a real person updated it for me into the system (taking another week to get entered into the system). I was advised by another individual to try the ID.me as some people seem the find that more agreeable. However, the link would never open, then another individual suggested I try a different search engine (ie. Google Chrome). After numerous attempts at the "OK" button to no avail and numerous attempts at the link itself, I finally got to the data verification tabs which worked fine. However, even after finally getting into my SSA account (which I have had since 2017), I still have difficulty with the link locking up every time I try to access my account.

Site is repetitive & time consuming. But forced to use this ID verification by National Archives& Records to get my deceased husband's military records. But when site errors occur (not users fault) the "request help" process was arduous with incomplete "options". Spent almost 3 hours jumping through online hoops trying to get "help" ie having my confirmed "your are verified " authorization actually sent. But I only received 2 emails: a frustrating reply from "Roy" => an AI "virtual agent" … and this feedback evaluation of their site. How about sending my ID verification to its destination- ie that's your purpose- PLEASE!

After getting locked out of my social security account because I changed my phone number, I've been trying to unlock it for almost 2 months with login.gov. It won't let me back in because I don't have access to my old phone number. I've lost weight, so I don't look like my IDs, and my pictures kept being rejected. I even made an appointment and physically went to the USPS to have my account unlocked. The USPS could not even unlock my login.gov account. Because of my weight loss, the ID.me automated system didn't work. But the video call with a live agent verified me immediately. She even answered how I could fix the original problem that locked me out to begin with. I was able to get into my social security account immediately after the video call with ID.me. So many weeks of frustration were fixed in just minutes on this video call. The wait time was fairly short: less than half an hour. WELL worth the short wait!

I was initially concerned about identity verification—especially as a woman of color—because I've had systems fail to read my documents correctly in the past. However, ID.me's process was fantastic. Uploading and scanning my documents was effortless, and the only additional step—a quick video call—was simply due to my recent address changes. Beyond that, everything flowed smoothly, and I was relieved to see the system handled my documents accurately and respectfully.