Having trouble with the Age ID Verification process. I have a valid ID card, but it doesn’t seem to work. I’ve tried multiple times.
I dont think this has anything to do with my actual ID card because it says my face is not visible.
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If you must verify, you could try other forms of ID (passports being a main example)
What is your ID card out of curiosity? (drivers licence? other sort of licence? some sort of government ID card that simply says who you are? it could be that you might be trying some sort of ID that the third party service doesn’t know about)
Have you also tried different lighting or backgrounds? It could just be very sensitive to issues. (if your card is solid white and extremely glossy, try putting it on a dark surface with soft lighting from outside opposed to a light surface with direct lighting - also try avoid shadows)
I have a Norwegian national ID card without travel rights, and I have also tried using natural light.
Sorry I forgot to add this image, but when I scan my face and go through the steps, this is the result I keep seeing.
After multiple attempts the images I originally posted is shown. So I don’t think it has anything to do with my ID, as it finds out my age correctly.
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Thanks for the report! We’ll investigate and follow up with updates.
Any updates or has this just been ignored?
I am in Türkiye, and verification with a government-issued ID had failed because apparently, its validity period had expired. I went through a long process at a government office to renew my ID, and after a few days, I received it. When I tried verifying again, the issue was resolved. I’m not sure if your case is the same.
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My ID is valid I tried it immediately after getting it. And I’m trying to contact support about this but they are just ignoring me both here on the Devforum and on emails.
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Any updates? Its been almost 2 months 
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Tried again today with no success. How long is this going to take?
Amazing support, I really love waiting over 2 months with zero updates.
I would like to question how reasonable it is to forward this to Roblox, because it’s not Roblox that processes and verifies the information — it’s Persona, which is a completely separate company specialized in identity verification and user authentication. They manage the entire process with various parameters involved. So, you can contact them directly to resolve the issue, and this bug report can be closed as I don’t think there’s much Roblox can do in this case.
Persona redirects me straight back to roblox. I did try sending a email to persona but they ghosted me right after telling me i should go to roblox.
I just found out someone else had their issue fixed with configuration changes, but mine’s still ongoing. I’ve been stuck with no help for months, and I haven’t been offered any changes. Is there any chance I’ll get some help, or should I just keep waiting?
my response from roblox support
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