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The other day I needed to sign in to the IRS.gov website and was required to authenticate through ID.me. I initially attempted to create a new account using my personal email address, but after entering my information I was notified that an account already existed under my name from a previous job that I left more than two years ago.
Fortunately, I was able to access that account. However, I discovered that there is no option to change the email address associated with the account, which is concerning given that the original email is tied to a former employer.
I also found it troubling that the federal government relies on a contractor that does not provide a direct phone number for customer support. The only assistance available was through an online chat feature, which appeared to be an AI-based system that repeatedly looped back to the beginning of the conversation without providing a clear resolution.
Desired outcome: IRS should request changes to how ID.me operates. A company with no customer service phone number is questionable. The inability to change your email is also absurd—many people change email addresses multiple times throughout their lives.
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