ID.meReviews 42,399

Horrible experience. After waiting for 3 weeks just to have my documents processed, I was told that I had to have a direct video call with ID.me. When I finally received the email that I needed to call them, the website said the wait time would be an hour long--it was actually a 3 hour wait. When I FINALLY spoke with a human being, the agent said that they already had my documents and the information was already legible from the pictures I uploaded. But they just wanted to "verify" they were the same!

A complete and utter waste of time! All because I wanted to go to the IRS website and get a copy of old tax data. If it's not required, avoid this company like the plague.

I just got done writing a 3k character complaint on their survey but, ill copy and paste the same thing I said there. Idc.

I managed to stay awake all 17.5 hours worth of wait time. The second day in a row. The previous day I only afforded 12 hours before I was passing out due to lack of sleep. The day before that, I tried for 6 hours, but kept getting an error message if I left the tab on my phone to go look at something else for a moment, it would time out. On the day I waited for 17.5 hours straight, I had to babysit the tab the whole time and couldn't leave. I restricted eating, bathroom trips, and going anywhere just in case it was time. I couldn't do anything else on my PC for more than 5 minutes straight so I was trained from my previous long wait times, to sit there, on that tab, and don't do anything, for 17.5 hours. The time started saying 1 hour and 42 minutes to wait, at the beginning. 17.5 hours later, I got on the call, at 6am or so. I stayed up all night. I'm exhausted, still, and it's been days.
The time kept jumping up. It would go from 1 hour to 4. Then come back down. It would jump every 15-30 minutes, and come back down. From 45 minutes to 2 hours, and back. Over and over. Getting my hopes up. It's unstable.
I tried to schedule ahead. There were no time available. Ever. There should be more time slots across several more days, maybe even weeks ahead, not just one week.
I've never dealt with anything on this scale of serious deception of wait time and delay, dear lord. I think I'd rather lose an arm or a leg than ever deal with having to wait for a video call that long with that many restrictions to my own autonomy for the sake of keeping the tab alive, again.
I shouldn't have had to refresh the page every 10 or so minutes, for 17.5 hours, to hold a place in line, only to wait that long. I'll never EVER forgot that, and everybody I know, knows about this experience. I hope they never experience what I just went through.
The video call agent was very very nice. They're was no issue with them at all. Legit just the insane wait time, instability of the site, inaccessible scheduling time slots that were perpetually unavailable, and when I tried to email about asking if there was a way to do this in person anywhere, I just got a bot that emailed me immediately, repeating a FAQ answer, as if I asked that. I wanted to know about THIS site. To set up a wallet. Not about the sites I wanted to use with the id.me login. I know if I wanted to do that, I could work with mail over 2 weeks for some sites. I wanted to verify on this site. But, the bot didn't get it, and sent me FAQ crap, that was on topic, but missed the entire point. I felt hopeless this entire experience. Defeated. Drained. At least I had an experience I'll never forget! It was just probably one of the worst ones I've ever had with a site, ever in my life I'm not even kidding. This is a genuine fact.
Please, PLEASE update to have accurate wait times so next time, maybe I can sleep while waiting 17.5 hours, or go to the bathroom in that time without rushing to get back just in case. Get more scheduling slots, or hire more staff and pay these current ones more because they're taking the heaviest burden and dealing with people like me who waited an entire day's worth of time just to see them.
I hope I never have to go through that again.

My experience with ID.me was extremely frustrating from start to finish.

The instructions regarding the required documents were not clear at the beginning, which caused delays and wasted time. Later, the follow-up email explaining what documents were acceptable only created more confusion. I was never completely sure what I was supposed to submit.

Despite scheduling appointments, I was not successful on my first, second, or even third attempt to complete the verification process. I spent hours waiting in the queue, was kicked out multiple times, and on one occasion the system actually told me I had "missed my appointment" while I was actively online waiting to be connected. During one attempt I waited nearly 8 hours.

The wait times were unacceptable, especially for people who are trying to access important government services. The process was confusing, inefficient, and unnecessarily difficult to navigate.

When I finally connected with an agent, the experience did not improve. The agent was brief, did not properly introduce himself, did not clearly explain the process, and did not make me feel comfortable sharing highly sensitive personal information. Instead of giving me confidence, the interaction left me feeling nervous and uncertain.

Identity verification services should be clear, reliable, professional, and efficient. Unfortunately, my experience with ID.me was the exact opposite. Based on my experience, I would not recommend it and believe government agencies should seriously evaluate better alternatives.