Troubleshooting Identity Verification Issues

  • Updated

Here are a few recommendations to navigate common issues with identity verification in the Researcher Workbench.

I have successfully completed identity verification, but why is it not syncing in the Researcher Workbench?

If was your choice for identity verification, but is not syncing to the Researcher Workbench, we recommend clearing the browser cache and cookies, logout of the Researcher Workbench, and login again. If the sync does not occur, please try in a different browser. Please ensure you are not using an incognito or private browser tab. If you still experience technical issues, please email 

After you complete the verification process, select “Allow” to consent to share your identity information with XMS Int. This secure webpage is hosted by the U.S. Department of Human and Health Services external management system (HHS XMS). Your identity information will not be shared with the All of Us Research Program.


After this, you can navigate back to the Researcher Workbench Data Access Requirements tab and refresh the browser. If the sync does not occur, please logout of the Researcher Workbench, and login with a new browser. If the verification is still not synced, please allow 1-2 business days, as the sync may resolve spontaneously. 


I selected “I don’t live in the United States” but I am still being prompted for a SSN or ITIN. What should I do?

Yes. If you reside outside of the United States and do not have a Social Security number (SSN) or or Individual Taxpayer Identification Number (ITIN), you can verify your identity with using your international passport number instead. Here are some general steps we recommend: 

  • After creating your account, select "I don't live in the United States."
    • Note: Select the option "I don't live in the United States" after creating an account through, even if you're currently living in the United States
  • Under "Current address," enter your international address.
  • From the Confirm your Social Security number screen, select “I have never been issued a Social Security number or Individual Taxpayer Identification Number.”



  • Next, you will be prompted to enter your passport information.

For a list of acceptable documents, visit Documents to verify if you live outside of the US. To learn more about this verification process, please see this support article: Verifying if you live outside of the United States

Why do I get “Access Denied” when launching the from the Researcher Workbench?

If you encounter an “Access Denied” page when attempting to launch from the Researcher Workbench, ensure you are not on your institution's VPN. Also ensure you are using an appropriate email for login. Do not use your username. If you already have an account, please use the original email when your account was created to login. Please view these instructions to learn more: Identity Verification. If the issue persist, email



If you still encounter issues with your identity verification, please see this support article or contact us at

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