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If a government service says it can’t verify your identity or address, first find out which part of the process failed: the agency’s own application, a shared sign-in service such as Login.gov, or a decision about your benefit or case. Check the exact error, correct any information the verification service allows you to change, and contact the agency for service-specific alternatives. A mismatch by itself does not establish that you are ineligible, and there is no single verification route or deadline rule for every agency.
Start by identifying what failed
Note the service you were trying to use, the exact error message, and whether it appeared during account sign-in, identity proofing, or the application itself. For example, Login.gov uses errors such as “We couldn’t find records matching my personal information” and “We couldn’t find records matching my address.” Those point to a matching problem in the verification process; they do not, on their own, tell you whether an application or benefit has been approved or denied.
If Login.gov is involved, it is a sign-in and identity-verification provider used by some agencies. The agency you are trying to reach determines which alternatives are available for its service. Login.gov’s guidance is to contact that agency when you cannot complete its standard verification steps: Login.gov: Verify my identity.
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Review personal information and ID images
For a Login.gov mismatch, check the spelling of your name, date of birth, Social Security number, and the information on your identity document. If Login.gov misread your first name, last name, or birth date from the ID image, its instructions say to restart and submit the ID images again; those fields cannot be edited independently of the ID in that flow. Follow the current prompts rather than repeatedly submitting information you know is incorrect. See Login.gov’s identity-verification troubleshooting instructions.
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Separate your residential address from your mailing address
If the service asks for your address, check whether it wants where you live or where you receive mail. Login.gov instructs users to enter their residential address when it differs from their mailing address. If you moved recently and the current address does not match, it suggests trying a previous address. Its instructions also say that after entering a Social Security number, a user can change the current address if it differs from the address on the ID. These steps apply to the Login.gov flow, not automatically to other agency forms; consult the relevant Login.gov instructions.
Ask the agency which alternative route applies
When a listed document or contact method is unavailable, or the automated check still fails after you have corrected the details, contact the agency for the specific program or transaction. Ask which alternative proof it accepts and whether the alternative is available for your particular service. A route offered by Login.gov may only work when the agency participates, and an agency may have separate rules for an application, account, or document request.
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To keep the matter moving, ask the agency:
- Which documents or other evidence it will accept for this service.
- Whether it can arrange a manual review, telephone handling, or an appointment.
- Whether a filing, response, or appeal deadline remains in force while verification is unresolved.
- How to record that you attempted verification and what reference number or confirmation to keep.
These are questions to ask, not remedies or deadline extensions guaranteed across agencies. Keep copies of notices and confirmation messages, and write down the date, time, and outcome of contacts.
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Some agencies that use Login.gov allow a verification letter instead of phone verification. Login.gov estimates delivery at 5–10 business days and says the code expires 21 days after the request. Those time windows describe this conditional Login.gov option, not a general government mail-verification service. If you need access sooner, contact the agency to ask what to do while the letter is in transit. Details are on Login.gov’s address-verification page.
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Check whether in-person Login.gov verification is an option
For some Login.gov partner agencies, users can complete online steps and then visit a participating USPS location with the same driver’s license or state ID used online and the barcode sent by email. Login.gov says the barcode expires seven days after the online information step and that an email result should arrive within 24 hours after the post office visit. Confirm the current instructions and agency participation before making a trip at Login.gov’s in-person verification page.
For this particular in-person route, Login.gov says passport books, passport cards, and mobile driver’s licenses cannot be used, even though it accepts those documents in other verification contexts. Bring the required eligible ID and barcode only after checking the page for current requirements.
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Know which agency’s rules govern your case
Social Security Administration
For a my Social Security account, SSA identifies Login.gov and ID.me as its two identity-verification and sign-in services; an account holder needs only one to access the account. See SSA’s my Social Security page.
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SSA’s March 26, 2025 announcement described a policy effective April 14, 2025: people unable to use my Social Security for Retirement, Survivors, or Auxiliary benefits would need to prove identity at an SSA office, while applicants for SSDI, Medicare, or SSI who could not use an account could complete claims by telephone. The announcement also described dire-need exceptions and in-person processing for some direct-deposit changes. Because that is dated policy guidance, confirm the current instructions for your claim with SSA and consult SSA’s March 26, 2025 announcement alongside its current service guidance.
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For Social Security card requests, the document rules are specific to that transaction. SSA generally requires original evidence or a copy certified by the issuing agency; photocopies and notarized copies are not accepted. A current government photo ID is typical, but acceptable alternatives depend on citizenship or immigration status and the kind of request. Use SSA’s Social Security number and card guidance rather than treating one list as universal.
Federal regulation 20 CFR § 422.107 lists possible identity evidence for Social Security number purposes, including driver’s licenses, identification cards, school, medical, marriage, passport, DHS, or similar evidence with identifying details such as name and age, date of birth, parents, photograph, or physical description. It says a birth record alone is not sufficient evidence of identity for that purpose. This rule is not a checklist for every SSA service or other agency. Read the regulation at 20 CFR § 422.107.
Internal Revenue Service
If you received IRS Letter 6483C, follow the notice and appointment instructions for that specific identity-verification process. The IRS says an in-person appointment requires a primary identity document that matches your current name and birth date, plus a document showing a current valid U.S. address. The appointment confirmation may specify additional documents, including proof of your full Social Security number. Requirements can depend on the letter and appointment; consult the IRS Letter 6483C instructions.
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If more than one route is offered, compare the details that affect whether you can actually complete it:
- Participation: Confirm that the agency and the exact service accept that route.
- Evidence: Check which identity and address documents are required, including restrictions on document type.
- Timing: Account for delivery estimates, appointment availability, and any code or barcode expiration stated in the current instructions.
- Method: Establish whether the route is online, by mail, by telephone, or in person, and whether you must finish online steps first.
- Case status: Ask the agency directly whether the route affects a deadline or the status of your application; the Login.gov timing details do not establish a general deadline rule.
Use the current official instructions for the exact agency and transaction. Procedures can change, and a successful identity check is not the same thing as approval of an application or benefit.
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