I received an error message on ID.me. What does it mean?

There are many reasons you might see an error on ID.me. Here are some common examples:

• "We couldn't verify your identity" - This means ID.me couldn't confirm who you are. It might be because your documents are blurry, expired, or don't match your info.
• "Session timed out" - You waited too long without clicking anything. You'll need to start again.
• "Email already in use" - This means the email is already linked to another ID.me account. Try a different email, or contact ID.me support at help.id.me for help.

If you're still not sure what the message means, or if it keeps happening, you can request support with next steps at the ID.me Help Center Exit Image.

Other Questions You May Find Helpful

• What do I do if I have a duplicate ID.me account?
• I've already verified my identity with ID.me, why is NPDB prompting me to verify again?

Related Resources

• How to Manage User IDs and Passwords
• How to Use Multi-Factor Authentication for the NPDB (video - 3:10)
• Account Administration