I tried verifying my age on the Yoti website that it took me to but it said there was something wrong. I tried to redo it again and again but still saying the same thing. I think it might be because I have a baby face but I don’t have my ID yet because I just turned 18 Aug 24. I have also made a ticket but they haven’t responded yet. I bought AP as well and that worked perfectly fine of course but what would I do in this situation?
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XfariXposted
12 days ago
Hello!
Happy belated 18th birthday! First, please don't worry about the automated Yoti scan failing. This is a very common issue, especially if the camera scanning tool struggles with lighting, angles, or facial features (like having a baby face), or because you don't have a physical ID card linked to the app yet.
Since you have already purchased AP and opened a Help Ticket, you have done the right things. Here is exactly what you should do next while waiting for their response:
Be Patient with the Ticket: Response times for Age Verification tickets usually take 24 to 48 hours. Because it requires manual review by an official staff member, it can sometimes take a bit longer. Do not open multiple tickets, as that will delay your response.
Alternative Official Documents: Since you just turned 18 on August 24 and don't have your official state/national ID card yet, the support team will need alternative proof. Check if you have any of the following valid documents that show your Full Name and Exact Birthdate:
A valid Passport
A temporary paper ID or learner's permit issued by your government/DMV
A certified Birth Certificate (often accepted by support when combined with a school photo ID to verify your face)
Submit the Proof Privately: When the support agent replies to your ticket, they will ask you to upload a clear photo of your alternative documentation alongside a photo of yourself holding that document. This manual check will override the failed Yoti scan and officially activate your AP status.
Rest assured that your AP purchase is safe, and once the support team manually verifies your birthdate, they will unlock it for you. Hang in there!
9 Votes
Ashleyellenposted
22 days ago
Hello!
If your first age verification attempt failed, you can still request 9 more attempts. To do so, simply contact Customer Support. This article explains the age verification process: http://im.vu/help421.
I tried verifying my age on the Yoti website that it took me to but it said there was something wrong. I tried to redo it again and again but still saying the same thing. I think it might be because I have a baby face but I don’t have my ID yet because I just turned 18 Aug 24. I have also made a ticket but they haven’t responded yet. I bought AP as well and that worked perfectly fine of course but what would I do in this situation?
0 Votes
2 Comments
XfariX posted 12 days ago
9 Votes
Ashleyellen posted 22 days ago
Hello!
If your first age verification attempt failed, you can still request 9 more attempts. To do so, simply contact Customer Support. This article explains the age verification process: http://im.vu/help421.
How to contact Customer Support: https://support.imvu.com/support/tickets/new
How to create and respond to a ticket: http://im.vu/help396
How to create a ticket on Mobile: http://im.vu/help769
Thank you!
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