ID.me Video Call Hours and Support

What an ID.me Video Call Is

An ID.me video call is a live identity check with a Video Chat Agent. You may be offered a short call when an organization allows that method or when a video selfie does not work. An extended call may be offered if self-service or the short-call process cannot verify you.

Before the call, ID.me asks you to enter personal information and upload identity documents. During the call, allow camera and microphone access, agree to the recording notice, and follow the agent’s instructions. The agent may compare your face with your photo ID, confirm personal details, and ask you to show the original documents.

After verification, return to the organization or agency where you began. Sign in with the same ID.me Wallet and select Allow when asked to share your verified information. Completing the call alone may not finish the organization’s sign-in process.

ID.me Video Call Hours

Do not rely on hours copied into search results, forums, or old articles. ID.me video call hours and agent availability can change.

To confirm current availability, start from the official website of the organization you need to access. Select its ID.me button, sign in to your existing ID.me Wallet, and continue until you reach the video-call waiting screen. That screen shows whether an agent is available and may display the current estimated wait.

If scheduling is offered, select Schedule an appointment. The available dates and times shown in the scheduling menu are the official choices for your session. ID.me says appointment times are displayed in your local time zone. Check the confirmation or reminder email to verify the date and time before joining.

For holiday availability or a possible interruption, check the ID.me Help Center for a notice banner and review the video-call scheduling page. Also trust the live waiting or appointment screen over a saved screenshot. If no appointments appear, do not assume that a specific holiday schedule applies; check again through your signed-in verification session or contact support.

How to Start or Rejoin a Video Call

1. Open the official website of the agency or organization that asked you to verify.
2. Select the button labeled Sign in with ID.me, Verify with ID.me, or the ID.me logo.
3. Sign in to your existing ID.me Wallet and complete multi-factor authentication. Do not create another wallet if you already have one.
4. Select Video Call or Verify identity on a video call when that choice appears.
5. Enter the requested information and upload the documents shown in your session.
6. After the documents are accepted or approved, select Join video call. Allow the camera and microphone, review the recording notice, and confirm that you are ready.

If you leave the queue, use Save and exit when it is offered. ID.me sends an email that lets you return later. Open that message, confirm that it came from ID.me, and use its return option. Your place in line is not saved, although approved documents generally do not need to be uploaded again.

For an appointment, use Check in for my appointment in the official confirmation or reminder email, sign in, and follow the prompts. If a session disconnects, return to the original browser tab first. If it cannot reconnect, use the ID.me email for that session or restart from the organization’s ID.me button.

What to Prepare Before the Call

The exact document list depends on whether your session is a short or extended video call. Follow the list displayed inside your verification flow.

• For a short video call, the official choices are a U.S. driver’s license, U.S. state photo ID, U.S. passport, or U.S. passport card.
• For an extended call, ID.me requires at least two primary documents, or one primary and one secondary document. Open the ID.me Help Center article called Primary and secondary identification documents for the current complete list.
• Keep the original physical documents beside you. An extended call requires originals rather than copies or pictures of them.
• Have access to the email address used for your ID.me Wallet and any personal information requested in the verification flow.
• Use a device with a working camera and microphone, plus a strong internet or Wi-Fi connection.
• Use a current version of Safari, Chrome, Firefox, Edge, or Opera. ID.me does not support Internet Explorer.
• Close other apps that may be using the camera or microphone, and keep the verification tabs open.

Fix Common Video Call Problems

If the camera or microphone is blocked, select Allow when the browser asks for access. If no prompt appears, open both the browser’s site permissions and the device’s privacy settings. Permit the browser to use the camera and microphone, return to the call tab, and refresh it.

For a browser error, update the browser, clear its cache and cookies, and retry. Keep every verification tab open because the process may move between tabs. If the error continues, try another supported browser or restart the device.

For a failed connection, check the Wi-Fi or mobile signal and move to a more reliable network if possible. Restart the modem when appropriate. Avoid repeatedly opening new sessions while an existing call tab is still active.

If the wait is long, use the choices shown on the waiting screen. Save and exit lets you return through an ID.me email, but the queue position starts over. If Schedule an appointment appears, choose from the dates and times displayed there. Never trust a wait estimate from an unofficial page.

Contact ID.me Support

Open the official ID.me Help Center and select Contact Support. If you can sign in, choose Contact Support, sign in to your Wallet, select the issue that best matches the video-call problem, and submit a ticket. Include the error message, the step where it happened, your device and browser, and whether the session disconnected.

If you cannot sign in or do not have a Wallet, select Start Chat on the official Contact Support page. If chat does not open, check pop-up blocking or try another supported device.

After submitting a request, keep the confirmation email. Check that email thread, including spam or junk, for replies and updates. If an automated answer does not solve the problem, reply to that same message to request help from a support agent. Avoid sending duplicate requests while the first conversation remains active.

Protect your identity while seeking help. Start only from the agency’s official ID.me button, the ID.me Help Center, or a message tied to a session you started yourself. Do not give documents, passwords, or multi-factor codes to someone who contacts you unexpectedly. If an unknown sender supplies a video-call invitation, stop and contact ID.me through its official Help Center.