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If you cannot verify your identity or sign in to VA.gov, first identify the sign-in provider you chose—ID.me, Login.gov, or CLEAR—and the exact stage that failed. The fix depends on whether you are creating the account, uploading identification, matching your information, completing multifactor authentication (MFA), or returning to VA.gov after verification.
Use the provider’s recovery option for account and identity problems. Use VA support when the provider finishes but VA.gov shows an error, or when you need help navigating a VA service. A failed online document check does not always end the process: some users may be offered video, in-person, or mail-based alternatives, subject to current eligibility and document rules.
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Start by locating the failure
VA.gov does not perform every identity check itself. You authenticate through an account from ID.me, Login.gov, or CLEAR, and that provider verifies your identity before sending you back to VA.gov. The first useful diagnostic is therefore the provider name and the screen where the process stopped.
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1Clear out junk files and repair common Windows errors2Scan for outdated or missing drivers - takes under a minute3Repair Windows errors before they cause bigger problems- Account creation: You cannot create or activate the provider account.
- Document upload: The camera, scanner, or upload step rejects an identification image.
- Identity matching: The provider cannot match your name, address, date of birth, or other information.
- MFA: You cannot receive or use a text, call, authenticator method, security key, landline, or backup code.
- Return to VA.gov: The provider says verification succeeded, but VA.gov displays an error or sends you back to the beginning.
Write down the provider, the exact wording of the error, any error code, and the time it occurred. Do not paraphrase a code when contacting support. VA specifically asks callers to provide the displayed code for persistent errors after verification.
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Identify your VA sign-in provider
On the VA.gov sign-in page, select the account method you originally used. If you are unsure, check your password-manager entry, account emails, or the provider’s website rather than creating several new accounts. A second account can make it harder to tell which identity was verified and which account is connected to your VA records.
| Provider | Use its support for | Possible fallback mentioned by VA |
|---|---|---|
| ID.me | Identity documents, identity matching, account access, and ID.me browser or verification errors | Video call or, where offered, an appointment at a participating UPS Store; provider support ticket for unresolved technical problems |
| Login.gov | Login.gov account, identity proofing, and Login.gov MFA | In-person verification at participating USPS locations; some users may see mail-based address verification |
| CLEAR | CLEAR account or verification issues | Follow the recovery choices shown by CLEAR and its current help channel; VA’s cited in-person procedures do not automatically apply to CLEAR |
These routes are not interchangeable. The available location, appointment, documents, equipment, and eligibility can differ by provider and by the problem shown in your account.
If ID.me cannot verify you
Try the alternate verification offered in your account
After an unsuccessful online check, ID.me may present a video-call option or an in-person option at a participating UPS Store. The option appears only for some users and situations, so its absence does not necessarily indicate a technical fault.
An ID.me video call may require a computer with a working webcam, an internet connection, and images of the identification documents requested in your flow. Follow the on-screen appointment and document instructions rather than relying on a fixed list: requirements can vary by the identity route and can change.
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For an in-person appointment, use the code and document instructions supplied by ID.me. Bring exactly what the appointment confirmation requests. A location must be participating and may have limited appointment availability; do not assume that every UPS Store can perform the service.
Clean up an ID.me browser session
When the failure looks technical—pages looping, a camera control not loading, or a submission that never completes—VA recommends ordinary browser troubleshooting:
- Clear the browser’s cache and cookies for the ID.me session.
- Open the process in a different, up-to-date browser.
- Temporarily disable browser extensions, automation tools, and other browser tools that can alter scripts or camera access.
- Try a private or incognito window.
- Turn off a VPN and retry on a normal connection.
Repeat the identity attempt only after checking that your camera permissions, lighting, and document images meet the instructions on screen. If the same error remains, submit an ID.me support ticket and include the exact message, browser, device, and step at which it occurred. Browser changes cannot fix an account mismatch or an identification document that the provider does not accept.
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Use in-person USPS verification when it is offered
Login.gov may offer in-person verification at a participating USPS location. VA also says that, after a failed attempt to upload an ID photo online, a user may be able to choose the in-person process in the account flow.
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The Login.gov instructions tell you to tell postal staff that you received an email asking you to have a barcode scanned for identity verification. If the employee is unfamiliar with the process, ask for a supervisor. Bring the identification and any confirmation details listed in your Login.gov instructions; requirements are route-specific and can change.
Check whether another Login.gov route appears
Some circumstances may show a mail-based address-verification option, including situations in which you do not have a U.S. phone number. This is not a universal replacement for document verification. If the option is not displayed, do not mail documents independently; use the choices presented in your Login.gov account or contact Login.gov support.
When verification succeeds but VA.gov shows an error
VA says that an error while returning to VA.gov after account creation or identity verification can be caused by a timed-out session. Try this sequence:
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- Open a completely new browser tab.
- Navigate to VA.gov and select your original sign-in provider.
- Sign in again and allow the provider to return you to VA.gov.
If the error repeats, call VA and read the exact error code to the representative. VA representatives can troubleshoot access to VA.gov, but they cannot reset an ID.me or Login.gov password. Password recovery belongs to the provider that issued the account.
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If multifactor authentication is the barrier
Check the expected phone method
If you are waiting for a text message or voice call, confirm that the phone has cellular service or Wi-Fi as required by the selected method. Check that the number shown in the provider account is current, and wait for the provider’s resend interval before requesting another code. Repeated requests can invalidate earlier codes.
Use a non-mobile option when your provider supports it
VA lists several possible alternatives for people who cannot use a mobile phone:
- Security key: A physical key can provide a possession factor. Confirm that the specific key type is compatible with your provider and account before buying one.
- Landline: Some provider flows can deliver an automated call to a landline.
- Backup codes: A previously generated code can work when the primary phone is unavailable. Each code is generally intended for one use; use the provider’s current instructions.
Provider options are not identical. If none of these choices appears, open the MFA settings or help page for the provider you actually use rather than assuming that another provider’s method will work.
Choose the right help channel
Use provider support for the provider’s account, password, identity documents, identity matching, or MFA. Use VA for a VA.gov session error, a VA service that remains inaccessible after successful sign-in, or help understanding which VA sign-in path to use.
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| Problem | First contact | What to provide |
|---|---|---|
| ID.me or Login.gov password reset | The provider | Provider account email and its recovery details |
| Rejected document or identity mismatch | The provider | Exact rejection message, document type requested, and verification route |
| Browser, camera, or page loop in ID.me | ID.me support after browser steps | Browser, device, extensions or VPN status, and exact error |
| Error after being sent back to VA.gov | VA technical support | Exact error code, provider used, and approximate time |
| Need help using online VA services | VA Ask VA, phone, or a VA facility | The service you are trying to reach and the access stage that failed |
VA support options
Ask VA
VA lists Ask VA as a written support route. The common sign-in guidance says a reply should arrive within seven business days. For a general sign-in question, start the message without signing in if the form offers that choice. Do not include unnecessary sensitive information in a message; provide the error text and the service you were trying to access.
Phone support
VA.gov technical support is listed at 866-279-3677 (TTY: 711), Monday through Friday, 8 a.m. to 8 p.m. Eastern Time. Hours and contact details can change, so confirm the current information on VA’s live sign-in support page before calling. Have your provider name, browser or device, exact error, and error code ready.
In-person assistance at a VA facility
Staff at a local VA health facility may be able to help you work through online access. Ask whether the facility has a Virtual Health Resource Center. If your question concerns online health care, ask for the My HealtheVet coordinator. Facility services and staffing vary, so call ahead when possible.
A decision checklist before you retry
- Do you know whether the account is ID.me, Login.gov, or CLEAR?
- Did you record the exact error and code?
- Is the failure during documents, identity matching, MFA, or the return to VA.gov?
- Have you used only the documents and equipment requested for your route?
- For an ID.me browser problem, did you clear cache and cookies, try another browser or an incognito window, disable extensions, and turn off a VPN?
- If an in-person route appears, did you confirm the participating location, appointment, barcode or code, and required identification?
- If you completed verification, did you close the old tab and start a new VA.gov session?
- Are you contacting the provider for provider-account problems and VA for VA.gov access problems?
Provider flows, participating locations, document rules, and support hours can change. Check the current instructions displayed in your account and the live VA guidance immediately before an appointment or support call.
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