Highrise asks an account to verify its age when a moderator or our safety systems flag that it may belong to someone younger than its stated age. Until you verify, the account is either locked or restricted, and verifying is how you lift it. Support can't remove an age lock or restriction without verification.
What's the difference between locked and restricted?
Locked: you see Age Verification Required and a message that your account has been locked because we need to confirm your date of birth. You can't play until you verify.
Restricted: you see a message asking you to verify your age to continue using all features, and your profile says "Your account has been restricted. Verify your age to unlock all features." You can still explore and text chat, but voice chat and sending photos or videos in messages are off.
How do I lift it?
Tap Verify My Age on the message, or go to Settings, then Privacy, then Age Verification.
Take the live selfie and, when asked, a photo of your government-issued photo ID.
Wait for the result screen. Your account updates automatically, with no ticket needed.
See How do I verify my age? for what you need.
What happens after I verify?
18 or older: the age lock or restriction comes off. Pass the ID step too to get Age Verified 18+ status for voice chat and 18+ spaces.
13 to 17: you can play and text chat, but under-18 limits stay on until you turn 18. See Which features are limited by age?
Under 13: the account is suspended until you turn 13, because Highrise is for players 13 and older.
Why was my account flagged?
Reports from other players, moderator review, and automated safety checks can all flag an account. We don't share the specific reason. Verifying settles it either way.
I don't want to verify. Can Support unlock me?
No. The lock or restriction stays until the account is verified.
Is this the same as a ban or mute for breaking the rules?
No. If you got a notice of a ban, mute, or warning for breaking the Community Guidelines, verifying your age doesn't change it. See How do I appeal a ban, mute, or warning?