Troubleshooting Age Verification Issues

Overview

If your age verification was denied, delayed, or is showing errors, here’s how to get things back on track.

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🔄 "Verification Still Pending After 72 Hours"

• Double-check your email for messages from z3n-john.zendesk.com.

• Try refreshing your status page or logging in from another browser.

• If no response after 3 business days, email support with your username.

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🚫 "Verification Denied – No Reason Given"

Possible causes:

• ID was too blurry or cut off

• ID was expired or not official

• Your selfie didn’t clearly match your ID

• You didn’t include the proper handwritten note with the date

Fix: Retake and resubmit your verification.

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❓ "Can’t Upload My ID or Submit the Form"

• Try a different browser (Chrome or Firefox recommended)

• Clear your browser cache and cookies

• Make sure your image files are under 10MB and in JPG or PNG format

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✍️ "Wrong Birth Date Entered on My Account"

If your entered birthdate doesn’t match your ID:

• Contact support and request a correction. Include a photo of your ID and your correct date of birth.

• DO NOT create a second account — that can result in suspension.

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🌐 "My ID Is in Another Language"

We accept most government IDs, but if your ID is in a non-Latin script, attach a translation (can be informal) or use a passport in English if possible.

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🔐 "Account Locked After Failed Verification"

This could mean your documents triggered a security flag. Reach out to support right away with:

• Your username

• A photo of your ID

• An explanation of what happened