BUG - [iOS/Android/All] - [Short description]

[tristan1832]

Summary of the bug

Veteran is using ID.me and cannot get their account opened despite successfully verifying

Steps to Reproduce the Bug

Veteran signs in through ID.me and gets error message

Resulting behavior

Veteran logs in and gets error message.

Expected behavior

Expected to sign in

System Information:

• Apple/Android/Other: unknown
• Mobile Device:unknown
• Operating System:unknown
• App Version: unknown
• User Account: ICN#:
• Accessibility State:
  https://github.com/department-of-veterans-affairs/va-mobile-app/issues/new?template=External%20Bug%20Submission%20Template.md

Screen shot, recording or additional information

I have the Veteran's name, should I include?

[BeccaTupaj]

@rtwell This bug is lacking enough context for our team to properly process. In the past the mobile team has not been allowed to represent VA in direct replies to Veterans. Are you able to respond more directly, or should we pass to the contact center? This is likely an account/authentication issue which we are not able to help with.

Note: The ICN was included in this ticket and I removed since ICN is considered PII.

[BeccaTupaj]

@rtwell Realized that I can contact Tristan directly to ask for more information. I'll move forward with gathering what I can from him and let you know if I need support.