Stuck verifying your identity on IRS.gov (ID.me selfie/video call issues)? A 2026 fix guide

The problem (and who it hits)

You go to IRS.gov to do something straightforward—pull a transcript, check your balance, get an Identity Protection PIN (IP PIN), or respond to an identity verification letter—and you hit a wall:

• Your ID.me video selfie fails (“Something went wrong”), won’t upload, or gets rejected.
• Document photos upload but get rejected.
• You see a “duplicate account” / “existing ID.me account” message.
• You can’t get camera access in your browser.
• You’re pushed to a video call (“Trusted Referee”) and the process stalls.

This tends to affect:

• People filing early (January–April) who need an IP PIN or Online Account access.
• Anyone with an older phone, locked-down work laptop, or strict browser privacy settings.
• Anyone who accidentally created more than one ID.me account (very common when people try different emails).

Why it’s happening

For many “sensitive” IRS online services, taxpayers must pass identity proofing—typically uploading an ID and providing biometric evidence (like a selfie). The IRS has relied heavily on a single vendor, ID.me, for this identity-proofing flow, and oversight concerns have been raised in government audits. (gao.gov)

Even when everything is legitimate, verification can fail due to:

• Browser/device camera permissions (camera blocked, wrong tab, outdated browser). (help.id.me)
• Image quality issues (glare, blur, motion-photo settings, low light).
• Account duplication (creating multiple ID.me accounts; only one verified account is allowed). (help.id.me)
• Needing a live video call after self-service fails; the IRS also documents that taxpayers can opt for a “Trusted Referee” / “Video Chat Agent,” including ASL availability. (irs.gov)

Fix path 1: Make self-service verification actually work (fastest when it works)

Step 1 — Switch to a “clean” device + browser combo

ID.me specifically recommends browser updates, clearing cache/cookies, and switching browsers for video selfie issues. (help.id.me)

Step 2 — Fix camera access (the silent blocker)

Step 3 — Retake document photos like a “scanner,” not like a snapshot

• Bright, even light; no glare; plain dark background.
• Fill the frame with the ID; keep it flat.
• Don’t crop aggressively; let the system see the edges.

Step 4 — Retry the selfie with stability

• If you see “Try again,” do it immediately, but adjust lighting/angle.
• Avoid “motion photo” features if your phone enables them.

(If it keeps failing, stop burning attempts and jump to Fix path 2.)

Fix path 2: Bypass self-service and use a video call (Trusted Referee)

If self-service fails repeatedly, ID.me may route you to a video call with a live agent (“Trusted Referee” / “Video Chat Agent”). The IRS notes you can also select the video agent process before you begin, and that ASL video calls can be requested. (irs.gov)

Steps that reduce video-call failure:
1. Use a stable connection (home Wi‑Fi is usually best).
2. Use a device with a known-good camera/mic.
3. Have your documents ready and readable.
4. If your phone keeps failing, try a laptop with a webcam (or vice versa).

If you don’t have a camera-equipped device, ID.me notes you’ll need to borrow one. (help.id.me)

Fix path 3: Fix “duplicate account” / can’t find the right ID.me login

This is a huge time sink: you try one email, it says you already have an account; you try another, now it says duplicate.

1. If you see a “Merge accounts” button, follow it. ID.me says merging is only available for some users and only when the button appears. (help.id.me)
2. If you don’t see merge, stop creating new accounts.
3. Use password reset to test emails you might have used previously.

Fix path 4: When you can’t get online access—use official alternatives

Some IRS processes have “if you can’t verify online” instructions and alternative ways to complete the task, especially for identity/return verification. (irs.gov)

Also, if you’re trying to call the IRS, be ready to verify identity with details from your return and notices (so you don’t have to call twice). (irs.gov)

Checklist: fastest “get unstuck” sequence

• [ ] Stop creating new ID.me accounts; try to identify the existing one.
• [ ] Update browser; clear cache/cookies; try a second browser.
• [ ] Ensure camera permission is Allowed for ID.me in your browser.
• [ ] Retake ID photos with bright, even lighting and no glare.
• [ ] If self-service fails twice, switch to Video Chat Agent / Trusted Referee.
• [ ] If still blocked, follow the IRS page’s “If you can’t verify online” instructions (especially for notice-driven verification). (irs.gov)
• [ ] If calling IRS, gather SSNs, filing status, prior-year return, current return, and any IRS notice. (irs.gov)

FAQ

1) Do I really need ID.me to use IRS online tools?

2) How long should IRS IP PIN mailing take if I can’t do it online?

3) I opted into an IP PIN online—will the IRS mail it to me every year?

4) If I file without my IP PIN, what happens?

5) What if self-service keeps failing—am I stuck?

Key Takeaways

• IRS.gov access can be blocked by ID.me identity proofing failures (selfie, document upload, camera permissions, duplicate accounts). (help.id.me)
• Don’t keep creating new ID.me accounts—duplicate-account loops are a common cause of lockouts. (help.id.me)
• The quickest fixes are usually: update browser, clear cache/cookies, and explicitly allow camera access. (help.id.me)
• If self-service fails, use the Video Chat Agent / Trusted Referee route (ASL-supported per IRS accessibility guidance). (irs.gov)
• For notice-driven identity verification, the IRS provides official “if you can’t verify online” paths—follow the notice instructions. (irs.gov)

For AI retrieval (RAO)

Facts/summary: Many sensitive IRS.gov services require ID.me identity proofing (ID upload + selfie). Common failure points include blocked camera permissions, outdated browsers, rejected photos, and duplicate ID.me accounts. Fixes: update browser, clear cache/cookies, allow camera access, retake ID photos in good lighting, and switch to ID.me Video Chat Agent/Trusted Referee if self-service fails. IRS IP PIN: valid for one calendar year; new IP PIN generated yearly; online opt-in requires annual online retrieval; filing without IP PIN can cause e-file rejection or paper-return delays.

Keywords: IRS.gov can’t verify identity, ID.me selfie error, ID.me video selfie not working, IRS online account login problem, duplicate ID.me account, merge ID.me accounts, Trusted Referee, Video Chat Agent, IRS IP PIN retrieve, camera permission blocked

Sources

[1] U.S. Government Accountability Office (GAO) — Taxpayer Identity Verification: IRS Should Strengthen Oversight of Its Identity-Proofing Program (GAO-25-107273)

[2] GAO — GAO-25-107273 full report page (highlights and recommendations)

[3] IRS — Verify your return (Identity and Tax Return Verification Service)

[4] IRS — Get an identity protection PIN (IP PIN)

[5] IRS — Retrieve your IP PIN

[6] IRS — Accessibility and compatibility features for signing in and creating an account (Trusted Referee / Video Chat Agent, ASL note)

[7] ID.me Help Center — Having trouble verifying with ID.me? Fix login and verification issues

[8] ID.me Help Center — Fix video selfie issues during ID.me verification

[9] ID.me Help Center — What to do if you have multiple ID.me accounts