ID.me Authenticator
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
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.
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.
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.
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.
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.
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.
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.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
