ID.meReviews 39,662

The video verification sucks. Its never gonna happen and you will wait for ever. The wait time starts at 2 hours and stops at 5 mins

ID.me has convinced many government agencies and venture capitalist that it can provide valuable security services. However, its management has not committed the capital, engineering expertise or personnel to scale its services. Its AI software struggled to read images, requiring multiple uploads to secure the required two forms of ID. The virtual waiting room to meet with a human referee is probably the worst part of the user experience. The only thing you are told is that if you leave or get disconnected, you go to the end of the line. There is a "estimated wait time" clock that starts at about 2.2 hours. It's misleading in that it may move up or down, and hover at different points for hours as seen in images. My total wait time was 12 hours (8 am to 8:30 pm PST) with the last 20 minutes on the estimated wait time clock taking about four hours in real time. At the 15 minute mark on the estimated wait time clock, a silent button popped up asking if I was still there. I had been waiting for 7-8 hours at this point, and happened to look down in time to select it. If failure to select the button would have meant being disconnected, it would have been nice if there as an alarm or tone with the popup. When I reached the front of the line, a link to the meeting room popped up for a second and then disappeared. The waiting room screen froze and crashed. However, I received a phone call from the referee who advised he sent me a text and email with a link to the video conference. The video meeting software was not uploading on my iphone 12 or XPS desktop running Windows 10. The referee and I were able to complete the conference on Zoom that took about 10 minutes after a 12 hour wait... The referee was very professional, patient and helpful.

Web security is important, but ID.me seems to be struggling with the execution of its contracts. Perhaps it has grown too big too fast. It would be appropriate for the government agencies and their respective attorney general using their services to meet with ID.me to see if it can handle the work and express the importance citizens getting access to their agencies without unreasonable delay. ID.me wants a big IPO, but its needs to address the user experience for its products.

I absolutely love ID.me. It has cut our agency's workload by over half. First, it's impossible for most people to navigate the ID.me app. Studies show the average ID.me user spends 3.26 hours over 4 days getting ID.me to work. Second, ID.me gives us pretenses to reject the applicants that do survive. Overall it adds 32.8 days to the approval cycle. Our agency is on track to achieve a 74%% reduction in expenditures for FY 2021 and this makes our governor look really good. I suppose you could say that ID.me let us offload our work onto our citizens. Well done!

First, I tend to follow instructions really carefully. Since their instructions don't work, this is a mistake.

Went through the driver's license method three times, and the passport method once. None of them worked. When it asked me to enter a phone number that I have, it couldn't find my name with the phone number (have had the account for about 5 years). So it made me start over, or use a referee.

I was on line to use the referee, but it said 3 hours 47 minutes. And I figured, 'no, that's not going to happen.' I probably wasted that much time trying to enter in my information initially.

This is an incredibly poorly written program. If you've entered in all of the information, scanned your documents, etc., there's no reason to have to start over.

The IRS and STATE ID verification website does not work period! Can't see my IRS status for paying my owed taxes so I guess the IRS just won't get PAIX BECAUSE THEY WANT TO USE THIS CRAP WEBSITE TO LOG ME IN!

The IRS is requiring one to have an ID.me account to use IRS online services. I submitted ID information and jumped through their hoops. At the end of the process, my brand-new Motorola smart phone was not good enough to do a face scan of me. So I was referred to a live "referee" where wait times "were much longer than normal" so I could provide the same documents that I had already spent considerable time acquiring and uploading and which were all accepted. So the "referee" doesn't have access to the account to look at what records were already uploaded and I should go to the trouble of gathering them again in physical form so he or she can try to see them via web cam? What a terrible, ill-thought-out system. The government should ditch this incompetent business and use its own systems to verify identity. I have no doubt the government IT people could do a better job.

Horrible horrible app.
Trying to verify id on IRS.gov.
6 hours passed but it's not closer to my goal.
They should be prosecuted.

I got on hold at 2:15pm. At around 7pm, the finally video came up. Then, a message stated a member in the group has disconnected me kicking me out twice before it stated waiting for host before they disconnected me for a 3rd and final time before I had to start all over with 3 hours and 40 minutes. This is insane. Why would they use such a company? I goes all over the time anywhere from 4 hours to 2 hours then back to 3 hours repeat. It got down to an hour and a half before jumping to 3 hours 40 minutes. It finally got down to an hour 15 minutes when I got up to use the bathroom and the video suddenly appeared. This thing is a NIGHTMARE.

Their review system is non-transparent, asks for a lot of extremely sensitive documentation, and then if you have any issues with the verification process, it's almost impossible to get verified by their "referees" because the wait is insanely long. The waiting process is also very anti-consumer as it does not "hold" your spot even though the lines are over 2 hours long. This process is undoubtedly designed to "drop off" people who cannot sit in front of a screen and wait hours for their verification process.

Impossible to get someone. Keeps saying your estimated wait time is less than 3 minutes. For the last 3 hours. I will be turned into a skeleton by the time I get someone live...

For some reason, government agencies that had perfectly working login systems are all switching to this company. It is THE WORST. I have tried for more than a year to get verified and it hasn't happened. I eventually gave up and just deleted my account. They expect all this extremely sensitive personal information to be provided only for the system to tell you that it can't verify you and you need to provide MORE sensitive information and do some video chat. Um no. No I am not going to do that. I guess I won't have access to my IRS and SS accounts anymore.

I jumped through all the hoops everyone else described so I can get an account on the IRS website. The self service system never works and you have to wait for your documents to be verified, then receive an email, then join a video chat. I was on hold for two and a half hours just to be told that my middle name was in the first name box and to start over. This company sucks and needs to have their contract revoked.

The most awful experience I have had with any company in a while. Website design is horrible, unoptimized, and most features do not work. The chat bot does not connect you with a real agent. The queue to get in touch with a real agent on a video call is over 4 hours. You can not get them to call you back and keep your place in line. If the page refreshes or the screen times out you go back to the end of the line. Absolutely ridiculous.

It put you on a 15min waiting time and then 2 hours later is at a minute time 2 hours later you are in a less then a minute time for another hour that is 5 hours of waiting and no you cannot leave or you'll lose your spot.

ID.me has terrible customer service! There is none! I have submitted so many tickets I cannot keep track anymore. Its been almost 2 weeks with no response. I have tried using the virtual assistant without any luck. I hate this site!

I give ID me 0 stars. # 1... I don't like the idea of it period! # 2... since I had to set it up, I would expect it to work. What happened to good ole fashioned password, security question, and of course... Soc sec #. I am so frustrated with Government control!

This verify ID is a ponzi scheme to keep the people from receiving unemployment, money they are entitled to! I went to file for unemployment due to someone at my with "convid" out of work for two weeks... no pay! So I went to sign up for unemployment only to be told I need to verify my ID. I read through their website and then went to check the reviews and long behold people all across the country are being made a fool of with this ID mess! I've decided to not go through with the torture many others have experienced. Two weeks of no pay is better than going through this company's verification scam! When will people realize the government is here to take our freedom and soul! The government was NEVER for the people. Always against the people! Also, this verify ID company keeps your ID and any other documents on their file for 7 years and if you request to have your information removed they can deny your request. What a joke and another weaponized tool for the government to keep tabs on the people.

I am amazed that a site this awful could be maintained. I deeply regret putting any effort into using it. It is execrable.

If anyone can, please annihilate this entity.

First, their tech support chat is absolutely worthless and their answer is "there is nothing we can do". I tried a number of things and finally hit upon a solution to its refusal to find the photograph on my Drivers License or Passport. Just keep uploading the file over and over. After a few tries it was able to recognize it and verified me. Since it is the same jpg every time, there is obviously a bug in their software. Why, you might ask, would I be foolish enough to give them images of my photo ID. Because the IRS requires it for access my tax information and I am having tax problems, so I have no choice. This is a horrible mechanism to prove identity as, now that I have uploaded the images, once hackers get it, they can use it to impersonate me. A photo ID is worthless on the Internet because they cannot see me or it, so it really is just proving I have access to the jpg photo, not that I am who I say I am.