If you're having trouble completing age assurance, the tips and steps below can help.
Selfie Requirements
Your selfie must show your real, natural appearance. If the system detects added features such as drawn-on facial features, filters, makeup effects, or other changes that make you appear older or different than you are, your verification may be declined.
1. Glare & Lighting
- Keep your lights on and make sure the light shines directly on your face.
- Avoid having bright lights behind or below you — they can create glare or shadows.
2. Image & Profile Positioning
- Position the camera at eye level, point it directly at your face, and look straight into the lens.
- Make sure to disable any filters or effects so your image appears natural and avoids looking like a deepfake.
3. Multiple Faces
- Make sure you’re the only person in the frame. Verification can fail if more than one face is detected.
4. Blur & Movement
- Keep your movements slow and steady. Try not to shake your head or move too quickly while taking selfies.
5. Face Coverings
- Remove masks, sunglasses, or anything else covering your face to ensure the clearest possible image.
Submitting an ID
If your flow includes providing an ID:
- Take a clear, glare-free photo
- Use a solid background
- Position your ID straight and fully within the frame
- The image must be of a physical ID, not a digital or electronic copy
Forms of acceptable ID:
- Driver's license
- Certificate of Citizenship
- Consular ID
- Identification Card
- Passport
- Passport Card
- Permanent Residence Card
- Immigration Visa
Please note there is no alternative to submitting a selfie or government ID if you are prompted to do so. These are the only accepted methods for completing age verification.
Common Issues
What device should I use?
Use your most up-to-date device. If you have an iPhone, Pixel, or Android, choose the one with the best camera. If you’re using a computer, make sure it has a working camera. Using the most up to date and most recent devices will give you the best results.
What if I want to switch devices?
You can! Verification can be completed on any device. Just make sure you’re logged into Character.ai and use the QR code shown during the age verification process.
I don’t see an option to verify my age. Am I missing something?
Age Assurance is rolling out gradually so not all users will see this at the same time.
It still doesn’t seem to be working and I can’t attempt verification anymore.
Please submit a ticket here:
https://support.character.ai/hc/en-us/requests/new?ticket_form_id=49908049930139 and our team can assist you.