ID.me incident
Mobile wallet view failing with "Couldn't load your wallet"
Resolved after 19 hours 14 minutes, on May 26, 2026.
Fix for Mobile Wallet upstream service deployed and all indicators of issues are no longer present.
Update timeline
- 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.
- investigating May 26, 2026, 03:41 AM UTC
Investigation is still in-progress. Next update at 1200AM ET.
- investigating May 26, 2026, 04:10 AM UTC
We are continuing to investigate the issue. Next update at 0100AM ET.
- monitoring May 26, 2026, 05:22 AM UTC
ID.me Mobile App Wallet service has recovered and we are continuing to monitor.
- 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.
- resolved May 26, 2026, 10:00 PM UTC
Fix for Mobile Wallet upstream service deployed and all indicators of issues are no longer present.
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