Provide accurate information through the verification process
Use the process shown by the verification provider, reading the request before supplying your own accurate information. Do not use someone else's identity document or submit a manipulated image.
If the step uses a camera, check that its permissions are allowed and that lighting and image quality let you complete the requested capture. An unsuccessful attempt must be resolved through verification, not by putting identity documents in a character conversation.
Keep identity material with the verification partner
The specialist partner performs the check and returns an age confirmation to us. The verification documents and images are not sent to us. Other account and technical usage data are handled separately, so an age check does not make your use of the service anonymous.
Review the notices attached to the method the partner offers. For an error report, tell support what went wrong rather than sending an unsolicited identity document or a full image from the verification process.
Identify the failed step before requesting help
Write down the exact notice, roughly when it appeared, and the device and browser you used. Check whether a permission was refused, an upload did not finish or the provider returned an error. If its instructions do not resolve the problem, contact support with those details.
We do not offer ways to avoid age checks, misstate your location or get around eligibility. Do not continue if you are ineligible. Paying for access makes no exception to those requirements.
Questions
How can I resolve a technical failure during age verification?
Use the verification instructions provided and contact support about the failed step if needed. We do not supply a workaround for the requirement, and submitting false information or trying to bypass it is not an acceptable alternative.
Are the same verification options available in every region?
Not necessarily. The region of the connection and the verification process presented to you can affect the available methods and requirements. Another user may be shown a different process.