Complete the steps presented by the provider
Read the verification provider's request and follow its instructions using accurate information about yourself. Another person's document or an altered image is not an acceptable way to complete the check.
For a camera step, make sure the image is clear, the lighting is adequate and the requested camera permissions are available. If it fails, work through that verification process; do not send identification to a character chat instead.
Know where verification information goes
Our specialist partners carry out age verification and send us confirmation of age. We do not receive the documents or images used for that check. This is separate from account and technical usage data, so verification should not be understood as making an account anonymous.
Read the partner's notices for the method offered to you. If you need help, describe the error to support rather than attaching an unrequested identity document or complete verification image.
Report the point where verification stops
Note the error wording, approximate time, device and browser. Identify whether the process stopped at a permission request, an unfinished upload or an error from the provider. Contact support if the supplied instructions do not resolve that step.
Our help does not include ways to evade a check, disguise your location or misrepresent eligibility. If you do not qualify for access, stop there. Buying a subscription does not waive the requirement.
Questions
What should I do if a required age check fails?
Follow the supported verification instructions and report a technical failure to support. We do not offer a bypass, and false information or attempts to defeat the requirement are not a solution.
Why might someone else be offered a different verification method?
The available process and its requirements can vary with the connection region and the verification options presented. Users are not necessarily shown an identical check.