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Why Was My Age Verification Rejected

Updated

Learn about the most common reasons why age verification is rejected and how to resolve each issue to successfully complete the verification process.

  • Blurry photos, glare, or cropped document images may cause your verification to be rejected.
  • Scanned documents and photocopies are not accepted.
  • Your phone's camera must have the necessary access permissions enabled.
  • If facial recognition fails, try again in a better-lit environment.
  • If none of the solutions below work, contact Skokka Support.

Problems with Your Document Photo

Age verification on Skokka requires that your document photo meets a few basic requirements. Follow these steps to fix the most common issues:

  • Make sure the photo is clear, well lit, and that all information is fully legible.
  • Verify that the file is in JPG or PNG format and does not exceed the maximum allowed size.
  • Close and reopen your browser, or try using a different device.

Important: Incode does not accept scanned documents or photocopies. You must submit a photo of the original physical document, taken at the time of verification directly with your phone's camera.

The Camera Doesn't Open During Verification

For age verification to work, your browser must have permission to access your phone's camera. Follow these steps to enable camera access:

Android

  1. Open Settings.
  2. Go to Apps → Browser → Permissions.
  3. Tap Camera and select Allow.

iPhone

  1. Open Settings.
  2. Go to Privacy → Camera.
  3. Enable camera access for the browser you are using.

After granting permission, refresh the page and try again.

Facial Recognition Didn't Work

If the face scan failed during age verification, follow these recommendations:

  • Move to a well-lit environment, preferably with natural light.
  • Position your face directly in front of the camera, without sunglasses or accessories covering your face.
  • Follow the on-screen instructions and align your face within the indicated oval frame.

If the issue persists, try using a different mobile phone or browser.

Still Having Problems?

If none of the solutions above resolve your issue, contact Skokka Support. When reaching out, include the type of error you encountered, the device you are using, and the browser you are using. This will help speed up the support process.