If you encountered an error during the age verification process, don’t worry, this can happen due to technical issues or problems with the document submitted. Below, you’ll find the most common reasons why verification may fail and how to resolve them quickly so you can complete the process successfully.
I received an error when uploading my document photo, what should I do?
Age verification is a mandatory step to publish ads on Skokka. Some technical issues or problems with the document may prevent the process from being completed successfully. Below are the most common situations and how to resolve them.
Make sure the photo is clear, well-lit, and that all document details are visible. Ensure the file does not exceed the allowed size and that the format is supported (JPG or PNG). If the error persists, try closing and reopening your browser or use another device.
Are scanned documents accepted?
No. Yoti does not accept scanned documents or photocopies. You must submit a photo of the original physical document, taken at the time of verification or directly using your device’s camera.
The camera does not open during verification, what should I do?
For verification to work properly, you must allow access to your device’s camera. Here’s how:
- On mobile (Android): Go to Settings → Apps → Browser → Permissions → Camera → Allow
- On mobile (iPhone): Go to Settings → Privacy → Camera → Enable access for the browser you are using
- On computer: Click the lock icon in your browser’s address bar → Site settings → Camera → Allow
After granting permission, refresh the page and try again.
The facial scan didn’t work, how can I fix it?
Make sure you are in a well-lit environment, facing the camera, without sunglasses or accessories covering your face. Follow the on-screen instructions by aligning your face first within the small oval and then the larger one. If the issue persists, try using another device or browser.
I’m still having problems, what should I do?
If none of the above solutions work, please contact Skokka Support and provide details about the error, as well as the device and browser you are using.
If you have any questions or need assistance, our support team is always available to help.