ID.me Authenticator

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of ID.me Authenticator's key feedback

Customer Support Issues

A significant number of users express frustration over the lack of effective customer support, with many unable to reach a human representative and finding the AI chat bot unhelpful. Approximately 30% of users seem affected by this issue.

I can't get any help from this useless company, and the chat bot just runs me in circles.

Authentication Loop

Users frequently report being stuck in an endless loop when trying to authenticate, with the app and website directing them back and forth without resolution. This issue appears to affect around 25% of users.

The app sends me in circles, asking me to verify on the website, which then tells me to use the app.

Push Notification Problems

Many users are experiencing issues with push notifications not working as expected, which complicates the authentication process. This problem seems to impact about 20% of users.

The app won't allow me to approve notifications without opening it, which defeats the purpose of push notifications.

Device and MFA Setup Challenges

Users report difficulties in setting up or transferring multi-factor authentication (MFA) when changing devices, leading to access issues. This affects approximately 15% of users.

I got a new phone, and now I can't access my accounts because the app won't let me set up MFA again.

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Nuggets

Major Highlights of the Week

Customer Support Void

The app lacks effective customer support, leaving users without assistance for critical issues. This absence of human support channels results in unresolved problems and user frustration.

I can't get any help from this useless company, and the chatbot just runs me in circles.

Endless Authentication Loop

Users are trapped in a cycle where the app and website direct them back to each other without resolution. This loop prevents successful authentication and access to necessary services.

The app and website keep sending me back and forth, and I can't get anything done.

Device Transition Issues

Switching devices causes significant access problems, as users cannot transfer their authentication settings. This results in being locked out of accounts and unable to complete necessary verifications.

I got a new phone, and now I can't access my accounts because the app won't sync.

Push Notification Failures

The app's push notifications are unreliable, often not appearing or requiring unnecessary steps to approve. This inefficiency adds time and frustration to the authentication process.

I can't approve notifications on my watch anymore, and it defeats the purpose of having push notifications.

MFA Setup Confusion

The multi-factor authentication setup process is unclear and difficult to navigate, leading to user confusion and inability to enable necessary security features. This results in users being unable to access their accounts.

The app says I don't have MFA enabled, but it doesn't tell me how to fix it.

Account Recovery Challenges

Recovering accounts is problematic due to the app's inability to handle lost credentials or outdated information. Users are left without a clear path to regain access, impacting their ability to use essential services.

I can't reset my password because it keeps sending codes to my old phone number.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Customer Support Void

The app lacks effective customer support, leaving users without assistance for critical issues. This absence of human support channels results in unresolved problems and user frustration.

Endless Authentication Loop

Users are trapped in a cycle where the app and website direct them back to each other without resolution. This loop prevents successful authentication and access to necessary services.

Device Transition Issues

Push Notification Failures

The app's push notifications are unreliable, often not appearing or requiring unnecessary steps to approve. This inefficiency adds time and frustration to the authentication process.

MFA Setup Confusion

Account Recovery Challenges

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is a nightmare to use. It constantly sends me in circles, and I can't get any help from customer service. It's frustrating and makes accessing my government accounts impossible.

A Google user

Week of July 23rd, 2025

I can't log in because the app keeps saying I don't have multi-factor authentication enabled, but it doesn't tell me how to fix it. It's a never-ending loop with no support.

A Google user

Week of July 23rd, 2025

The app used to work fine, but now I can't approve logins through my Apple Watch. It adds unnecessary steps to the authentication process, making it time-consuming and frustrating.

Geminiwi01

Week of July 23rd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is a nightmare to use. It constantly sends me in circles, and I can't get any help from customer service. It's frustrating and makes accessing my government accounts impossible.

Candice Wu

App Store

I can't log in because the app keeps saying I don't have multi-factor authentication enabled, but it doesn't tell me how to fix it. It's a never-ending loop with no support.

Kelly Williams

Google Play

The app used to work fine, but now I can't approve logins through my Apple Watch. It adds unnecessary steps to the authentication process, making it time-consuming and frustrating.

Koray Okumus

Google Play

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User Experience Report

Report Date

ID.me Authenticator

Top Insights This Week

Customer Support Issues

Authentication Loop

Push Notification Problems

Device and MFA Setup Challenges

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Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts