How to Change Your Phone Number on ID.me

Before You Change Your Phone Number

First, check whether you can still sign in using another multi-factor authentication (MFA) method. You may have a passkey, an authenticator app, a security key, or a recovery code in addition to text or phone-call verification.

Have these items ready before you begin:

• The email address and password for your existing ID.me Wallet.
• Your new personal phone number and access to the device that receives its calls or texts.
• Any alternative MFA method already connected to your wallet.
• A current government-issued photo ID in case account recovery requires identity verification.
• A device with a working camera and a current web browser if you are asked for a selfie or video call.

Do not create another wallet because you lost the old number. Use your existing account and the recovery process. Creating another account can cause a duplicate-wallet message and will not update the original account.

Change Your Number While Signed In

ID.me treats a phone number used for security codes as an MFA method. An ID.me phone number change therefore involves adding the new method before removing the old one.

1. Open ID.me’s official site and sign in to My Wallet.
2. Select Sign In & Security.
3. Find Text Message or Phone Call, then select Set up.
4. Complete the security check using a current MFA method.
5. Enter the new phone number, choose text message or phone call, and continue.
6. Enter the verification code sent to the new number, then follow the final confirmation prompt.
7. Confirm that the new method appears under Sign In & Security.
8. If the old number is still listed, select its trash-can icon to remove it. Keep at least one working MFA method on the account.

This is the standard process to update a phone number on an ID.me account when another working sign-in method is available. Consider adding a second MFA option so a future phone change does not lock you out.

Change Your Number During Sign-In

If the sign-in screen displays the old number, look for another available MFA method. Choose a passkey, authenticator code, security key, recovery code, or another method you previously configured. A recovery code can be used only if you saved one when MFA was first established and the organization permits it.

After signing in with an alternative method, open Sign In & Security and add the new number using the steps above.

If no working option appears, select MFA recovery process on the Complete Your Sign In screen. Follow the prompts to confirm ownership of the wallet. Once approved, set up a new MFA method with your current number. Complete the setup within the time shown on the screen; otherwise, ID.me may require you to confirm wallet ownership again.

If You Cannot Access Your Old Phone

You can complete an ID.me change from an old phone number without receiving a code at that number. Sign in with your wallet email and password, then begin MFA recovery when the old number blocks the next step.

ID.me may ask you to prove that the wallet belongs to you. Depending on your account and the on-screen options, this can involve confirming personal information or email, uploading an identity document, taking a live selfie, or joining a video call.

Use the information associated with your existing wallet. If personal information changed recently, ID.me may ask for earlier information, such as a previous address. Make sure document images are clear, complete, and free of glare.

If ID.me cannot confirm that your new number belongs to you during identity verification, follow the prompt for an extended video call. This is an official recovery path. Continue with the existing wallet rather than creating a duplicate account.

Troubleshoot Phone Number Update Problems

If a code does not arrive, confirm that the new number was entered correctly and that the phone can receive the delivery method you selected. Try the call option if a text is missing, or the text option if a call does not arrive. Check blocked-message settings, signal strength, and whether your carrier is delaying automated messages. Avoid requesting many codes in quick succession; use the newest code you receive.

If the number is rejected during identity verification, use your own personal mobile number. ID.me’s official technical guidance says Voice over Internet Protocol numbers are not accepted for that verification. A family plan can work when the number entered is your own line. Follow any video-call option shown if ownership cannot be confirmed automatically.

If no alternative verification choice appears, return to the Complete Your Sign In screen and look for MFA recovery process. A recovery code or other MFA option appears only if it was previously configured and is available for that sign-in.

For browser or device errors, update the browser, check the internet connection, clear cookies and cached files, and retry. Disable a VPN, proxy, pop-up blocker, or interfering extension if the page is blocked or chat will not open. You can also use a different supported browser or a camera-equipped device.

Contact ID.me Support

Use ID.me’s official Help Center, then open the page labeled Contact Support. If you can sign in, select Contact Support, sign in to the wallet, choose the issue that best matches phone or MFA access, and submit the form.

If you cannot sign in, choose Start Chat from the official Contact Support page. On other Help Center pages, the support chat may appear as a chat-bubble button. State that you changed or lost access to your phone number and cannot complete MFA.

Include the email address on the existing wallet, whether you know the password, whether any MFA method works, the exact error message, and the recovery steps already attempted. Never send a password, verification code, recovery code, or full identity-document number in the description.

Check the inbox for the email address used in the request, including its spam or junk folder, for the confirmation, status updates, and replies. If an automated response does not solve the problem, reply in that same email thread to continue the support request.