On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
ID.me simplifies how individuals prove and share their identity online. The ID.me secure digital identity network has over 98 million members, as well as partnerships with 30 states, 10 federal agencies, and over 500 name-brand retailers.
The company provides identity proofing, authentication and community verification for organizations across sectors. The company's technology meets the federal standards for consumer authentication and is approved as a NIST 800-63-3 IAL2 / AAL2 conformant credential service provider by the Kantara Initiative. ID.me's Identity Gateway also has a Federal Risk and Authorization Management Program (FedRAMP) Moderate Authority to Operate (ATO). ID.me is the only provider with video chat and is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.
ID.me Reviews Summary
The company has garnered a mixed reputation, with notable strengths in its identity verification service, which many users found secure and efficient, particularly praising the helpfulness of customer service during video calls. However, significant concerns were raised regarding the complexity of the verification process, which some customers found frustrating and time-consuming, particularly older users or those with unique identification issues. Additionally, delays and technical difficulties, including issues with document acceptance and login credentials, have led to dissatisfaction among several users. Overall, while the service is valued for its security, improvements in user experience and support are essential.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
My customer service experience was very fast, the agent was friendly, and made me feel comfortable sharing personal information.
She was very helpful respectful n very good very likable and helpful I truly like her customer service
Hello Donovan! Thank you for your feedback regarding the identity verification process and our member support agent. We appreciate your 5-star review of ID.me. -ID.me Social Response Team
The initial self service facial recognition was not successful for some reason. Not sure why it didn't work. I was a little afraid of the video process with an agent. But once I chose to use the video process, everything goes really smooth. I recommend going through the video process without hesitation because it is really simple and secure. Just keep the driver license handy and in a few minutes, the process will be done.
Hello Hong! We are glad that you were able to complete the identity verification process successfully and with haste. Thank you for your 5-star review of our service. -ID.me Social Response Team
They were able to verify me in less than 5 mins. The agent was very good at her job. I thought it would be a hassle but once we were connected it was simple.
Hello Quentin! We are glad you were able to complete this process quickly! Thank you for your 5-star review of our service. -ID.me Social Response Team
Very easy to use, simple instructions to follow, very quick response!
Hello William! We are glad this process was quick and easy! Thank you for your 5-star review of our service. -ID.me Social Response Team
I have a great experience this time. It is fast as long as you prepare the documents in advance.
Hello Zhenhua! Thank you for your feedback regarding the identity verification process. We sincerely appreciate your 5-star review of ID.me. -ID.me Social Response Team
1st time I tried to complete it I was unsuccessful the second time it went very smooth and fast!
Hello Shauna! We are glad that you were able to complete the identity verification process successfully. Thank you for your review of our service. -ID.me Social Response Team
Hello D! We are glad that you were able to complete the identity verification process successfully and with ease. Thank you for your 5-star review of our service. -ID.me Social Response Team
Got to get access first I guess I'll know tomorrow
Hello Konterrias! Thank you for your review of our service! If you have any questions or require any further assistance, please send us an email at [email protected]. -ID.me Social Response Team
Had an issue with verifying Identify with duplicate account - response throughout where it was in the process & was resolved in under 48 hours. Wow. Thanks ID me!
Hello Kage! We sincerely appreciate your feedback regarding the identity verification process. Thank you for your 5-star review of ID.me. -ID.me Social Response Team
The referee was very detailed with instructions with the next steps as well as Helpful, fast an professional
Hello William! Thank you for your feedback regarding the identity verification process. We sincerely appreciate your 5-star review of ID.me. -ID.me Social Response Team
Joaquin was very helpful with helping me with this process. Thank you.
Hello Jennifer! Thank you for your feedback regarding the identity verification process and our member support agent. We appreciate your 5-star review of ID.me. -ID.me Social Response Team
Agent Aaron, did everything he could to help, but with none of the required doc`s, well Guys, i`ll stop my review Right there - as i was stopped in my tracks or up the creek without a paddle. I then cancelled my application for an account.
Hello David! Thank you for the review and the feedback! If you are experiencing any issues with your ID.me account, please feel free to reach out to us at [email protected] and we would be more than happy to assist. -ID.me Social Response Team
Very pleasant to deal with Renee. Quick, knowledgeable and just good to talk with.
Hello Bob! Thank you for your feedback regarding our member support agent! We are always happy to help. We appreciate your 5-star review of our service. -ID.me Social Response Team
Professional and very pleasant. I enjoyed speaking with her and the answers were easy.
Hello Cathy! We are glad that you were able to complete the identity verification process successfully. We appreciate your 5-star review of our member support team and ID.me. -ID.me Social Response Team
So simple! Fast and easy! I feel secure with my information! They had all the information I needed to know within 10 mins!
Hello Melissa! We are glad this process was quick and easy! Thank you for your 5-star review of our service. -ID.me Social Response Team
Good help me with everything that I needed to no an help with the thin
Hello Gerald! Thank you for your feedback regarding the identity verification process. We sincerely appreciate your 5-star review of ID.me. -ID.me Social Response Team
It does take some time, but is thorough and secure, with several text verifications along the way. The required inputs are generally very clear, and often with relevant options and available help. If your internet connection is slow to your laptop, might recommend completing the whole process with your mobile phone. There are plenty of preparation reminders for documents needed. I was initially intimidated when photos were going to be needed of 2 documents and selfie, but the whole process is actually broken down into helpful and clear steps. Since I started verification on my laptop, it even prompted me when to use my phone (for photos), when and where to add them to the page, and when to return to the laptop! I was required to join a video session with a verification specialist (probably due to an initially missing suffix to my name?). There was about a 20 minute wait, but with updates on the remaining time every 30 seconds. Did allow me to relax and get a soda without worrying I'd miss the zoom-type meeting. Initially it said 33min, but actually went a bit faster, around 20 min. Video conference went well. There was a problem with my slow laptop, and the specialist suggested moving to to my mobile phone, and sent the appropriate link. Problem solved, and a quite pleasant and cordial, yet thorough session ensued. After the session, another email is received with a link to finally complete the process and sign in.
It works! My praise to the verification specialist, Lynn, who streamlined my video session, and certainly knows what he's doing!
Hello George! Thank you for sharing your positive experience with ID.me. We sincerely appreciate your 5-star review of our service. -ID.me Social Response Team
It was a smooth process, customer service was professional.
Hello Elston! We are glad that you were able to complete the identity verification process successfully and with ease. Thank you for your 4-star review of our service. -ID.me Social Response Team
I was quickly introduced, and she was very helpful. I would recommend anyone to use I.D.me, just because of the outstanding customer service that I experienced.
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello LaQuetta! Thank you for your feedback regarding our member support agent! We are always happy to help. We appreciate your 5-star review of our service. -ID.me Social Response Team