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

Helps you understand what matters most

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ID.me Authenticator

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

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

1

Device Transition Issues

Users face difficulties when transitioning to a new device, as the app continues to recognize the old device without a clear way to update it. Approximately 15% of users report this issue.

The app still identifies my old phone, and I can't generate codes on my new device.

2

Lack of Human Support

Many users express frustration over the absence of human customer support, relying instead on ineffective AI chatbots. This affects around 20% of users.

I can't get help from a real person, only a useless AI chatbot.

3

Authentication Loop

Users experience a frustrating loop during the authentication process, where they are repeatedly asked to verify without success. This issue impacts about 10% of users.

I'm stuck in a loop of verification requests that never complete.

4

Compatibility Problems

The app has compatibility issues with certain devices and operating systems, preventing users from accessing services. Approximately 12% of users are affected.

The app doesn't work on my iPhone 5s, even with the latest iOS version.

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COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Bitwarden
Bitwarden receives high praise for its seamless integration across devices, robust feature set, and open-source nature. Users appreciate its strong security measures, ease of use, and the ability to manage passwords effectively, making it a top choice for those seeking a reliable password manager.

#2 RUNNER UP

Google Authenticator
Google Authenticator is appreciated for its simplicity and reliability in providing two-factor authentication. Users find it easy to use and effective in securing accounts, though some express concerns about privacy and the lack of certain features like dark mode.

#3 Straggler

ID.me Authenticator
ID.me Authenticator receives mixed feedback, with users appreciating its security features but criticizing its complexity and lack of customer support. Many users report difficulties with account verification and technical issues, leading to frustration and dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Bitwarden
#1 Users Choice
Bitwarden receives high praise for its seamless integration across devices, robust feature set, and open-source nature. Users appreciate its strong security measures, ease of use, and the ability to manage passwords effectively, making it a top choice for those seeking a reliable password manager.
Google Authenticator
#2 Runner-up
Google Authenticator is appreciated for its simplicity and reliability in providing two-factor authentication. Users find it easy to use and effective in securing accounts, though some express concerns about privacy and the lack of certain features like dark mode.
ID.me Authenticator
#3 Straggler
ID.me Authenticator receives mixed feedback, with users appreciating its security features but criticizing its complexity and lack of customer support. Many users report difficulties with account verification and technical issues, leading to frustration and dissatisfaction.

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Nuggets

Major Highlights of the Week

Device Recognition Issues
Users face persistent issues with the app recognizing old devices even after switching to new ones, leading to authentication failures. This problem is exacerbated by the lack of clear instructions on how to update device information.
The app keeps identifying my old phone, and I can't find a way to update it to my new device.
Ineffective AI Support
The AI chat support is inadequate, often leading users in circles without resolving their issues, and there is no option to speak with a human representative. This lack of effective support is frustrating for users needing immediate assistance.
The AI chat just repeats the same unhelpful instructions, and there's no way to talk to a real person.
Account Merging Problems
Users struggle with merging accounts, which prevents them from verifying their identity and accessing services. The app lacks a straightforward process for account management, causing significant user frustration.
I can't merge my accounts, and there's no support to help me do it.
Compatibility Limitations
The app does not function properly on older devices or certain iOS versions, leaving users unable to use the app despite having official software updates. This limits access to essential services for users with older technology.
My iPhone 5s with the latest iOS can't run the app, making it unusable for me.
Authentication Loop
Users are caught in a loop where they cannot complete authentication due to conflicting instructions between the app and the website. This issue prevents users from resetting passwords or accessing their accounts.
I'm stuck in a loop where the app and website keep asking for different verifications, and I can't reset my password.
Push Notification Failures
Push notifications fail to link properly, preventing users from approving logins and completing the authentication process. This issue persists regardless of whether users are in or out of the app when notifications arrive.
The push notification shows up, but I can't accept it, so I can't log in.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Device Recognition Issues
Users face persistent issues with the app recognizing old devices even after switching to new ones, leading to authentication failures. This problem is exacerbated by the lack of clear instructions on how to update device information.
Ineffective AI Support
The AI chat support is inadequate, often leading users in circles without resolving their issues, and there is no option to speak with a human representative. This lack of effective support is frustrating for users needing immediate assistance.
Account Merging Problems
Users struggle with merging accounts, which prevents them from verifying their identity and accessing services. The app lacks a straightforward process for account management, causing significant user frustration.
Compatibility Limitations
The app does not function properly on older devices or certain iOS versions, leaving users unable to use the app despite having official software updates. This limits access to essential services for users with older technology.
Authentication Loop
Users are caught in a loop where they cannot complete authentication due to conflicting instructions between the app and the website. This issue prevents users from resetting passwords or accessing their accounts.
Push Notification Failures
Push notifications fail to link properly, preventing users from approving logins and completing the authentication process. This issue persists regardless of whether users are in or out of the app when notifications arrive.

Quotes of the week

Hear from some of the most impactful users to drive changes

I can't verify my ID since I can't manage to merge my accounts. Plus, I can't talk to anyone to help me with this. The only support they have is an AI chat.
Dude smells like feet!
Once you lose your phone that's logged in, you can't log in on a different device because you need the lost phone to log in.
Enr!que
I created a new profile online and when I download the app it refers to my old account. I just want to download a new, blank app and I'll update the app with the new account.
Rivkyboy

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The quotes of the week

Hear from some of the most impactful users to drive changes
I can't verify my ID since I can't manage to merge my accounts. Plus, I can't talk to anyone to help me with this. The only support they have is an AI chat.
Candice Wu
App Store
Once you lose your phone that's logged in, you can't log in on a different device because you need the lost phone to log in.
Kelly Williams
Google Play
I created a new profile online and when I download the app it refers to my old account. I just want to download a new, blank app and I'll update the app with the new account.
Koray Okumus
Google Play

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