Abstract: Methods, systems, and devices are described. A virtual environment may perform a multi-step authentication process to verify identities of both a user and a representative of an organization interacting within the virtual environment. Within the virtual environment, the representative may perform a first verification process to verify the identity of the user and the representative by validating the user's account information and an identifier of the representative against a distributed ledger. Upon success of the first verification process, the representative may initiate a second verification process. As part of the second verification process, the distributed ledger may provide one or more questions posed to the user by the representative, which may be answered within the virtual environment, external to the virtual environment, or both. Upon the user successfully answering the one or more questions, the virtual environment may display an indication that the user and the representative are verified.