ID.me incident

Mobile wallet view failing with "Couldn't load your wallet"

Minor Resolved View vendor source →

ID.me experienced a minor incident on May 26, 2026, lasting 19h 14m. The incident has been resolved; the full update timeline is below.

Started
May 26, 2026, 02:45 AM UTC
Resolved
May 26, 2026, 10:00 PM UTC
Duration
19h 14m
Detected by Pingoru
May 26, 2026, 02:45 AM UTC

Update timeline

  1. investigating May 26, 2026, 02:45 AM UTC

    We're investigating an issue causing some users to see a "Couldn't load your wallet" error in the IDme mobile app. Engineering is engaged and working on a fix. Next update at 1130PM ET.

  2. investigating May 26, 2026, 03:41 AM UTC

    Investigation is still in-progress. Next update at 1200AM ET.

  3. investigating May 26, 2026, 04:10 AM UTC

    We are continuing to investigate the issue. Next update at 0100AM ET.

  4. monitoring May 26, 2026, 05:22 AM UTC

    ID.me Mobile App Wallet service has recovered and we are continuing to monitor.

  5. monitoring May 26, 2026, 06:29 PM UTC

    Engineering as identified a issue that may have contributed to the degraded mobile wallet service. Deployment of Fix in-progress. Team continues to monitor. Next update 5PM ET.

  6. resolved May 26, 2026, 10:00 PM UTC

    Fix for Mobile Wallet upstream service deployed and all indicators of issues are no longer present.