Most failed checks come down to the photos: a dark or blurry selfie, a covered face, or an ID photo with glare or cut-off text. To try again after a failed attempt, contact Support for a new link. If you passed but think the age result is wrong, Support can send it to the Trust & Safety team for a review.
Why did my verification fail?
Common reasons:
The selfie was dark, blurry, or not facing the camera.
Something covered part of your face.
The selfie was a photo of a photo, a screenshot, or a printed picture.
The ID photo had glare, was blurry, or had text cut off.
The ID was expired, isn't a government-issued photo ID, or isn't accepted in your country.
The selfie and the ID photo didn't look like the same person.
Can I try again?
Yes, with a new attempt. Once an attempt has failed, the Age Verification option shows Verification Attempt Expired. Contact Support from the app (Settings, then Support Center) and ask for a new link. Before you retry, find good light, remove anything covering your face, and lay your ID flat with no glare.
A person may review your earlier attempts before a new link is sent, so a new link isn't guaranteed or instant.
I passed, but my age came out wrong
Selfie only: the selfie gives an estimate, and estimates can be off by a few years. If you're 18 or older, ask Support for a new attempt and complete the ID step too.
With ID: the date of birth on your ID becomes your account's birthday, and you can't change it yourself. If it's wrong, for example because someone else's ID was used, ask Support for a review.
How do I ask for a review?
Signed in to the account, open Settings, then Support Center.
Say you want your age verification result reviewed and explain what's wrong, for example "estimated under 18, but I'm 19."
Wait for a reply in that conversation, and keep to one request per account.
A member of the Trust & Safety team decides each review. They may ask you to verify again through a new link. They won't ask you to send ID photos in the chat, and you shouldn't.
My result says I'm under 13
Highrise is for players 13 and older, so the account is suspended until you turn 13. If you're 13 or older and believe the result is wrong, contact Support and ask for a review.
Can I keep trying until it works?
No. Once an attempt ends, Support has to set up the next one, and a person may review your earlier attempts first. Using someone else's ID or trying to fool the check can get the account suspended.