Having trouble with NY unemployment identity verification - ID.me never responds to emails
I've been trying to get through the identity verification process for my NY unemployment claim for over a week now. I uploaded all my documents to ID.me but got stuck on the facial recognition part. It kept saying 'face not detected' even though I tried different lighting and backgrounds. I sent multiple emails to their support but haven't heard anything back! The unemployment site says I can't proceed until ID.me verifies me, and I've already missed a payment. Does anyone know a working phone number or some other way to contact them? This is beyond frustrating!
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Alice Pierce
I had the EXACT same problem last month. ID.me is seriously the worst part of the whole NY unemployment process. Their email support is basically non-existent. What worked for me was using the video chat verification option instead of trying to get the automated system to work. There's a link that says something like 'verify with an agent' - it took about 45 minutes in the queue but at least a real person helped me get verified.
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Amy Fleming
•Thank you for the tip! I tried looking for that option but couldn't find it. Where exactly is the 'verify with an agent' link? Is it on the same page where the facial recognition fails?
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Esteban Tate
my cousin had this issue too. u need to use chrome browser, not safari or firefox. also make sure ur not wearing glasses and the room is bright
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Amy Fleming
•I tried Chrome first, then Firefox, then even Edge! Same problem on all of them. I don't wear glasses and I tried different rooms with good lighting. It's like their system just doesn't like my face 😫
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Ivanna St. Pierre
The ID.me verification process is a common stumbling block with NY unemployment claims in 2025. When the automated system fails, you have three options: 1) Use the Trusted Referee video chat option (it appears after 3 failed attempts at automated verification) 2) Try their support portal at help.id.me (different from email) 3) Contact NYSDOL directly at 888-209-8124 and request alternative identity verification The video chat option is usually fastest, though wait times can be 30-90 minutes depending on the day and time. Their busiest times are Monday mornings and Friday afternoons. The key is to have multiple forms of ID ready (driver's license, passport, birth certificate, Social Security card) as the video agent will need to see them.
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Amy Fleming
•This is incredibly helpful, thank you! I didn't realize the video chat option appears after 3 failed attempts - I gave up after 2 tries. I'll go back and try again to make the option appear. Should I use the same browser session or start over completely?
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Elin Robinson
I went through this nightmare in January. After a week of trying to get through to ID.me with no response, I ended up using Claimyr (claimyr.com) to get connected directly with a NYSDOL agent. They got me on the phone with unemployment in about 20 minutes, and the agent was able to put a note on my account and provide an alternative verification method. Saved me weeks of waiting! You can see how it works here: https://youtu.be/Rdqa1gKtxuE The NYSDOL agent told me they've been having widespread issues with ID.me since they updated their system in December.
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Atticus Domingo
•Does this Claimyr thing really work? Sounds too good to be true considering how impossible it is to reach NYSDOL by phone these days. I've been trying for WEEKS to get through about my identity issues too.
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Elin Robinson
•Yes, it absolutely works. I was skeptical too, but I was desperate after my benefits were on hold for over 3 weeks because of ID.me issues. The NYSDOL agent I spoke with was able to add notes to my account and provided an alternative verification process. Got my payments released within 48 hours after that call.
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Beth Ford
ID.me is THE WORST!!!! I spent 4 hours trying to get verified and then another 3 days waiting for them to review my documents. Their whole system is designed to make you give up. I tweeted at them and surprisingly got a response with a direct link to schedule a video call. Maybe try social media???
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Amy Fleming
•That's actually a great idea! I hadn't thought of trying social media. Do you remember which platform got the fastest response? I'll try Twitter first, but I'm willing to try anything at this point.
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Morita Montoya
Something that might help - after my third failed attempt, the system showed a prompt that said 'Verification unsuccessful - options for next steps' and THAT'S where the video chat link appeared. Try completing three full attempts (including face scan failures) without closing your browser or starting over.
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Amy Fleming
•This makes so much sense now! I kept starting over completely thinking that might help. I'll try going through the whole process three times consecutively. Fingers crossed this works!
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Kingston Bellamy
just fyi the id.me process is different depending on whether your on mobile or desktop. tried like 10 times on my phone and kept failing. switched to laptop and it worked first try
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Ivanna St. Pierre
Quick update on ID.me procedures for NY unemployment in 2025: As of March, they've added an additional option for those who can't get through the facial recognition. After 2 failed attempts (not 3 as I previously mentioned), you should see a small link at the bottom of the page that says "Need help verifying your identity?" This takes you to their support options including the video verification. If you don't see this option, try clearing your browser cache and cookies, or use an incognito/private browsing window.
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Amy Fleming
•Thank you for the update! I just tried again following your instructions and found the link after my second attempt. I'm now in the queue for a video verification call - current wait time is 58 minutes, but that's better than being stuck completely!
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Esteban Tate
oh also make sure ur using the latest version of whatever browser ur using. my bf had to update chrome before it worked
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Amy Fleming
UPDATE: I got through the ID.me verification! For anyone else stuck with this issue, here's what worked: 1. I used Chrome in incognito mode 2. Failed the facial recognition twice 3. Found the "Need help verifying your identity?" link at the bottom 4. Waited about 1 hour in the video chat queue 5. Verified with an agent who was actually very helpful My NY unemployment claim is now processing again. Thank you to everyone who helped with advice!
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Alice Pierce
•That's great news! Glad it finally worked out for you. Did they give any explanation for why the facial recognition was failing?
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Amy Fleming
•The agent said their facial recognition has been having issues with certain phone cameras and lighting conditions. Apparently it's a known issue they're working on fixing. She said about 30% of people end up needing the video verification route.
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Atticus Domingo
I'm having the EXACT same issue but with a twist - I got through ID.me verification but now my NYSDOL account says they can't confirm my identity!? So I'm verified but also not verified? Has anyone else had this happen? I'm so confused and scared I'll never get my benefits...
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Elin Robinson
•That happened to me too! There's actually a second verification process that happens on NYSDOL's end after ID.me. This is where calling them directly helps - they need to manually confirm the ID.me verification went through. The Claimyr service I mentioned earlier can get you through to them quickly instead of spending days redialing.
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Atticus Domingo
•Omg thank you for explaining! Nobody tells you these things! I'll check out that service because I'm losing my mind trying to get through on the phone.
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