> For the complete documentation index, see [llms.txt](https://help.agego.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.agego.com/faqs.md).

# FAQs

## <mark style="color:$primary;">1. About Age Verification & AgeGO</mark>

<details>

<summary><mark style="color:$info;">What is AgeGO?</mark></summary>

AgeGO is an age verification solution that is used by websites that feature content or products that are only available to a +18 year old audience.&#x20;

Find out more on our [About Us](https://www.agego.com/about-us) page.

</details>

<details>

<summary><mark style="color:$info;">Why do I have to verify my age?</mark></summary>

Globally, various countries and individual US States are introducing laws designed to ensure that only people who are aged 18 years or older can view age-restricted content online. The main goal of these laws is to prevent children from stumbling upon sensitive content.

</details>

<details>

<summary><mark style="color:$info;">I am below 18 years of age. Why can't I verify my age?</mark></summary>

You cannot. Age verification solutions are only available for users who are 18 years old or over.

If you are under 18, you are not eligible to complete age verification at this time. Our services are designed to confirm that users meet the minimum legal age requirement for accessing certain content or services.

</details>

<details>

<summary><mark style="color:$info;">Do I have to pay to verify my age?</mark></summary>

No, AgeGO does not charge you to verify your age. It is totally free for you.

</details>

<details>

<summary><mark style="color:$info;">Where do I have to verify my age?</mark></summary>

On any age-restricted website that implemented age verification solutions.

</details>

<details>

<summary><mark style="color:$info;">How long does the age verification process take?</mark></summary>

Once you select your method and follow AgeGO’s on screen instructions, it takes just a minute to ‘age verify’ yourself and access the website’s content you wish to view.

</details>

<details>

<summary><mark style="color:$info;">Can I use my AgeGO proof of age for any other 18+ websites?</mark></summary>

You can re-use your AgeGO verified account only on the websites that have the AgeGO solution implemented.

</details>

<details>

<summary><mark style="color:$info;">I am asked to verify my age each time I try to access a website. How can I avoid this?</mark></summary>

If you have previously verified your age with AgeGO, you can log in to your AgeGO account by clicking “Log In.”

You can sign in using one of the following options:

* Email login: Enter your email address and you will receive a one-time code to access your account.
* Google Sign-In: Log in quickly using your Google account.
* Passkey: Use your device’s secure authentication method (such as fingerprint, Face ID, or device PIN).

Once you are logged in, you will be able to access the website’s age-restricted content.

If you have not previously verified your age with AgeGO, you can select one of the available age verification methods offered by AgeGO. The process usually takes about a minute. Once your age has been verified you will be able to access the content on the website.

</details>

<details>

<summary><mark style="color:$info;">Is AgeGO legit?</mark></summary>

AgeGO is a trusted solution for people to verify that they are 18 years old or older safely. No end user data is stored.

Our technology is used by websites, enabling them to integrate our online age verification widget.

&#x20;Our solution provides several different methods for end users to verify their age. AgeGO's age verification methods are free for the end users, secure and respect end user privacy by fully protecting their identity and data. Full details [here](https://www.agego.com/privacy-policy).&#x20;

</details>

<details>

<summary><mark style="color:$info;">Is AgeGO safe to use?</mark></summary>

AgeGO is totally safe to use, check our [Trust and Safety page](https://www.agego.com/trust-and-safety).&#x20;

AgeGo does not store any personal information supplied for age verification & we are fully GDPR compliant. Simply verify your age with one of our verification methods. Once verified you can access your favourite sites without re-verifying.

</details>

<details>

<summary><mark style="color:$info;">Where can I find out more about AgeGO?</mark></summary>

You can visit our [About Us](https://www.agego.com/about-us) webpage to discover more.

</details>

## <mark style="color:$primary;">2. Verification Methods Questions</mark>

<details>

<summary><mark style="color:$info;">How can I verify my age?</mark></summary>

You can choose from the verification methods available in your region.

These may include:

* Selfie (facial age estimation)
* Selfie + ID (facial age estimation with an additional government ID check, such as a Passport, Driver’s License, or National ID)
* Digital ID
* Credit Card

Availability may vary depending on your location and local regulations.

For more details, please see our [verification method guides.](https://www.agego.com/verification-methods)

</details>

<details>

<summary><mark style="color:$info;">Which verification method do you recommend that I should use?</mark></summary>

Our solution offers various [verification methods](https://www.agego.com/verification-methods) so you can choose the one that suits you best.

</details>

<details>

<summary><mark style="color:$info;">What devices can I use for age verification?</mark></summary>

You can use a PC or MAC webcam or a Smartphone. You cannot use a Smart TV camera.

</details>

<details>

<summary><mark style="color:$info;">Can I use any of the verification methods?</mark></summary>

It depends which country you live in:

**What verification methods are available in Germany?**

In Germany, the available age verification methods are Selfie, Credit Card.

**What verification methods are available in Spain?**

In Spain, the available age verification methods are Selfie, Credit Card.

**What verification methods are available in the UK?**

In the UK, the available age verification methods are Selfie, Credit Card.

**What verification methods are available in the US?**

In the US, the available age verification method are Selfie, Selfie + ID.

**What verification methods are available in the Australia?**

In Australia, the available age verification methods are Selfie, Yoti Digital ID.

**What verification methods are available in France?**

In France, the available age verification methods are Selfie, Yoti Digital ID.

**What verification methods are available in Italy?**

In Italy, the available age verification methods are Selfie + ID, Yoti Digital ID.

**What verification methods are available in Brazil?**

In Italy, the available age verification methods is Selfie.

</details>

## <mark style="color:$primary;">3. Selfie Verification Method</mark>

<details>

<summary><mark style="color:$info;">Why do I need my ID and Selfie?</mark></summary>

Sometimes the Selfie technology cannot guarantee you are 18+. In this case you will be asked to submit a photo of your Identity Document.

</details>

<details>

<summary><mark style="color:$info;">Does AgeGO store my Selfie data?</mark></summary>

If you use the Selfie method to verify your age, a facial image is temporarily processed by our third party provider solely to estimate whether the individual appears to meet the required age threshold. This process does not involve identifying, recognising, or authenticating the person in the image.

</details>

<details>

<summary><mark style="color:$info;">My phone does not have a camera. How do I verify my age?</mark></summary>

You can use a verification method that does not require a camera such as Credit Card.

We highly recommend using a device with a working camera to access all the verification methods we offer.

</details>

<details>

<summary><mark style="color:$info;">My camera did not start, how can I verify my age?</mark></summary>

We recommend you check the camera settings, antivirus and browser extensions on your device. Once enabled, re-try the age verification.

If the camera is still not working, use the QR code to access the verification page.

</details>

<details>

<summary><mark style="color:$info;">Can I verify my age using the Selfie method using my camera on my Smart TV?</mark></summary>

If you are accessing a Smart TV to verify your age, use the QR Code to complete the verification. You will be redirected to your smartphone camera to take your selfie photo.

</details>

## <mark style="color:$primary;">4. Selfie + ID Verification Method</mark>

<details>

<summary><mark style="color:$info;">Why do I need to provide my ID and a Selfie?</mark></summary>

Regulations in some countries or regions require age verification using an identity document.

When accessing websites from these locations, you may be asked to submit a photo of your ID and a selfie to confirm you meet the required age.

</details>

<details>

<summary><mark style="color:$info;">What type of ID document can I use?</mark></summary>

You can usually use a government-issued ID such as:

* Passport
* National ID card
* Driver’s license

Make sure the document is valid, clearly visible, and not expired.

</details>

<details>

<summary><mark style="color:$info;">Why was my ID rejected?</mark></summary>

Your ID may be rejected if:

* The image is blurry or not fully visible
* The document has expired
* The document type is not supported
* The photo does not match the selfie

If this happens, please try again with a clear photo in good lighting.

</details>

<details>

<summary><mark style="color:$info;">How can I take a good photo of my ID?</mark></summary>

For best results:

* Place the ID on a flat surface
* Ensure good lighting and no glare
* Make sure all corners of the document are visible
* Avoid covering any information

</details>

## <mark style="color:$primary;">5. Credit Card Verification Method</mark>

<details>

<summary><mark style="color:$info;">In which countries can I use the Credit Card verification method?</mark></summary>

You can use the Credit Card verification method in all countries except US, France and Italy.

</details>

<details>

<summary><mark style="color:$info;">My Credit Card has been rejected</mark></summary>

We recommend you to try with a different card and also contact the card issuer to clarify the rejection reason and so to use it in the future.

Please note: The following card types are not supported: Prepaid cards, Debit cards, American Express, Discover and JCB.

</details>

<details>

<summary><mark style="color:$info;">Can I delete my Credit Card information?</mark></summary>

Card details are only processed during the transaction and stored for a limited time by our third party provider, following Payment Card Industry Data Security Standard compliance. No Credit Card details are stored or captured by AgeGO during this process.

</details>

<details>

<summary><mark style="color:$info;">Can I use a Debit Card instead of a Credit Card?</mark></summary>

No, you cannot use a Debit Card, you can be under the age of 18 to qualify for a Debit Card, but you must be 18 years or older to have a Credit Card, therefore a Debit Card cannot be considered 100% proof of someones age, a Credit Card can.

</details>

<details>

<summary><mark style="color:$info;">Can I use my Credit Card to verify my age if the valid date is in the past?</mark></summary>

No, you can only use a valid Credit Card, if the expiration date is in the past it is no longer a valid Credit Card.

</details>

<details>

<summary><mark style="color:$info;">What does the error “Successful liability shift for enrolled card is required” mean?</mark></summary>

This means your bank did not complete the required 3D Secure (3DS) authentication for verification.

If this happens, you can try again, use a different card, or select another verification method.

</details>

## <mark style="color:$primary;">6. Digital ID Verification Method</mark>

<details>

<summary><mark style="color:$info;">In which countries can I use Yoti Digital ID to verify my age?</mark></summary>

The Digital ID verification method is currently available in France and Italy.

No other countries are available at the moment.

</details>

<details>

<summary><mark style="color:$info;">I do not want to use my Government ID , what can I do?</mark></summary>

Use one of the alternative verification methods in your country/ region:

* Credit Card
* Digital ID

More information in our [verification methods guides](https://www.agego.com/verification-methods).

</details>

<details>

<summary><mark style="color:$info;">My ID did not work</mark></summary>

Ensure that the ID is yours and that the ID date has not expired, or try a different verification method.

</details>

<details>

<summary><mark style="color:$info;">How do I verify my age with the Digital ID method Yoti?</mark></summary>

You will need to download the Yoti app and follow the instructions after downloading it to your device. Visit our [Digital ID method](https://www.agego.com/verification-methods/Digital-id) for more information

</details>

## <mark style="color:$primary;">7. Age Verification Failed</mark>

<details>

<summary><mark style="color:$info;">AgeGO is not working for me, what should I do?</mark></summary>

You may have chosen a verification method that failed. This could be for several reasons. We recommend that if you tried a verification method and it did not work, select another verification method.

</details>

<details>

<summary><mark style="color:$info;">I am over 18 but my verification failed. What can I do?</mark></summary>

Try again with a different [verification method](https://www.agego.com/verification-methods).

</details>

<details>

<summary><mark style="color:$info;">I passed verification, but I can not access the site</mark></summary>

If you have passed AgeGO verification but still cannot access the site, make sure that the website you are trying to access has the AgeGO solution implemented.&#x20;

You can only use your AgeGO verified account on websites that support AgeGO. Also, if you are being asked to verify again, try logging in to your [AgeGO account](/my-account.md) using one of the available methods.&#x20;

If the issue persists, it may be a temporary problem with the website or your login process. In that case, you may want to test with a diffrent device, OS, browser.&#x20;

</details>

<details>

<summary><mark style="color:$info;">My browser is not supported, what can I do?</mark></summary>

We recommend that you update to one of the following supported browsers Chrome 61+, Edge 18+, Firefox 60+ or Safari 13+.

</details>

## <mark style="color:$primary;">8. Email Address</mark>&#x20;

<details>

<summary><mark style="color:$info;">Can I use a friend’s email address to receive the code?</mark></summary>

We recommend using your personal email address to have future access to AgeGO codes sent for login.

</details>

<details>

<summary><mark style="color:$info;">Someone used my email address without my permission</mark></summary>

You can delete the encrypted email address at any time through the My Account section:

Log in to AgeGO via [www.agego.com](https://www.agego.com/).

Click the menu icon (☰) in the top corner of the AgeGO interface (this option is only available when you’re logged in) and select My Account.

* Select “Delete Account”.
* Follow the on-screen instructions to confirm the deletion.

</details>

<details>

<summary><mark style="color:$info;">Do you store my email address?</mark></summary>

We use your email address to send you a one time password each time you want to view a +18 website using AgeGO, so you don’t have to verify your age again. The email address is encrypted.

</details>

<details>

<summary><mark style="color:$info;">I used the wrong email address. How do I change it?</mark></summary>

The email address can not be changed; you will have to complete the age verification again and add the correct email address once the verification is completed.

</details>

## <mark style="color:$primary;">9. OTP email Not Received</mark>

<details>

<summary><mark style="color:$info;">What should I do if I did not receive the verification code email?</mark></summary>

If you have already completed your age verification with AgeGO and have also checked your email inbox for the AgeGO verification code but are still unable to locate it, here is the step-by-step guidance on what you should do next:

* Check your Spam/Junk folder
* Review your email filters/rules to ensure the message is not being redirected or deleted
* Add `noreply@verify.agego.com` to your safe senders list / contacts
* If you still haven’t received the AgeGO code, contact your email provider’s support and ask them to whitelist `verify.agego.com`

</details>

<details>

<summary><mark style="color:$info;">What should I do if I use Virgin Media email?</mark></summary>

If you have an email address with:

* `virginmedia.com`
* `ntlworld.com`
* `blueyonder.co.uk`

please follow these steps:

* Log in via Virgin Media Webmail (`mail.virginmedia.com`)
* Check Spam/Junk, Quarantine, or Blocked folders
* Review your filters/rules in settings to ensure the message isn’t being redirected or deleted
* Add `noreply@verify.agego.com` to your safe senders list / contacts

If the message still does not arrive, you will need to contact Virgin Media technical support and ask them to whitelist:

* `noreply@verify.agego.com`
* or the domain `verify.agego.com`

</details>

<details>

<summary><mark style="color:$info;">What should I do if I use T-Online email?</mark></summary>

If you use a `t-online.de` email address, please follow these steps:

* Log in via T-Online Webmail
* Check your Spam/Junk folder
* Review your filter rules to make sure nothing is redirecting or deleting the message
* Add `noreply@verify.agego.com` to your whitelist / safe senders list

You can usually find this under:

`Einstellungen (Settings) → E-Mail → Sicherheit (Security) → Liste sicherer Absender (Safe senders)`

If the message still does not arrive, contact Telekom / T-Online support and ask them to whitelist:

* `noreply@verify.agego.com`
* or the domain `verify.agego.com`

</details>

<details>

<summary><mark style="color:$info;">Can I change my email address after verification?</mark></summary>

The email address cannot be changed; you will have to complete the age verification again and add the correct email address once the verification is completed.

</details>

## <mark style="color:$primary;">10. My AgeGO Account</mark>

<details>

<summary><mark style="color:$info;">If I have an AgeGO account would I also have an account with the website that needs the age verification?</mark></summary>

On future visits to +18 websites affiliated with AgeGO, you can log in to your AgeGO account using Email OTP, Google Sign-In or, if you have set it up, a Passkey.

</details>

<details>

<summary><mark style="color:$info;">Do I need an AgeGO account?</mark></summary>

After verifying your age, you can create an [AgeGO account](https://www.agego.com/my-account) using your email address.

On future visits to +18 websites affiliated with AgeGO, you can log in to your AgeGO account using Email OTP or, if you have set it up, a Passkey.

</details>

<details>

<summary><mark style="color:$info;">How do I create an AgeGO account?</mark></summary>

After verifying your age, enter your email address and then the six-digit code you receive by email.

This confirms that you own the email address used to create your AgeGO account.

</details>

<details>

<summary><mark style="color:$info;">How can I manage my AgeGO account?</mark></summary>

You can manage your AgeGO account at any time through the My Account section:

* Log in to AgeGO either via [www.agego.com](https://www.agego.com/) or on a partner website using AgeGO as their age verification solution, using Email OTP or Passkey.
* Click the menu icon (≡) in the top corner of the AgeGO interface (this option is only available when you're logged in) and select My Account.

</details>

<details>

<summary><mark style="color:$info;">Where can I find out more about an AgeGO account?</mark></summary>

Please visit our My [account help page](https://www.agego.com/my-account) for more information about managing your account and login options.

</details>

<details>

<summary><mark style="color:$info;">How do I delete my data/account?</mark></summary>

You can delete your AgeGO account at any time through the **My Account** section:

* Log in to AgeGO either via [www.agego.com](https://www.agego.com/) or on a partner website using AgeGO as their age verification solution using Email OTP or Passkey.
* Click the menu icon (☰) in the top corner of the AgeGO interface (this option is only available when you’re logged in) and select **My Account**.
* Select **“Delete Account”**.
* Follow the on-screen instructions to confirm the deletion.

**Important:** Deleting your account is permanent and cannot be undone. All data linked to your account will be removed according to our Privacy Policy and applicable data protection laws.

**Any associated passkeys will no longer be usable.**

</details>

## <mark style="color:$primary;">11. Why You May Need To Verify Again</mark>

<details>

<summary><mark style="color:$info;">Why do I need to verify my age again if my account is already verified?</mark></summary>

Age verification requirements can vary depending on the country or region you are accessing a website from. When you log into your AgeGO account (using email, Google, or Passkey), AgeGO checks whether your existing verification method is accepted in your current location.

If your previous verification method is not valid for that region, you may be asked to complete a quick verification using one of the methods available there before continuing.

</details>

<details>

<summary><mark style="color:$info;">Why am I being asked to verify again after logging in?</mark></summary>

In some cases, after logging into your AgeGO account, you may see the following message:

“Your previous age verification method isn’t valid in your current country/region. Please verify again to continue.”

This means that the verification method previously linked to your account is not currently accepted in the country or region you are connecting from.

To continue accessing the website, simply choose one of the available verification methods displayed on your screen. The process only takes a moment.

</details>

<details>

<summary><mark style="color:$info;">If I verify with a new method while traveling, will my previous verification be deleted?</mark></summary>

No. Your previous verification methods remain linked to your account.

If you verify using a new method in another country or region, that method is simply added to your AgeGO account alongside your existing ones.

This means that when you return to a country where one of your previous methods is valid, AgeGO may recognize it automatically without asking you to verify again.

</details>

<details>

<summary><mark style="color:$info;">Will I need to re-verify every time I travel?</mark></summary>

Usually, no.

You will normally only be asked to verify the first time you access a website from a new country or region where a different verification method is required.

Once you complete a valid verification for that location, it will be linked to your account so you can continue accessing websites more easily during future visits.

</details>

## <mark style="color:$primary;">12. Privacy Protection & Data</mark>

<details>

<summary><mark style="color:$info;">Is AgeGO fully GDPR compliant?</mark></summary>

Yes. AgeGO complies fully with the GDPR. We collect only the data needed to provide our service, and we handle it securely, lawfully, and transparently. We partner with verified third-party providers for age verification, and any data they process is in full compliance with GDPR. For more details, please review our [Privacy Policy](https://www.agego.com/privacy-policy).

</details>

<details>

<summary><mark style="color:$info;">Is AgeGO secure? Do you store the data I use to verify my age?</mark></summary>

AgeGO is fully secure. AgeGO does not store any data you use to verify your age. AgeGO uses secure third party services which verify or estimate your age. The only information that comes back to AgeGO is the answer to the question: “Is this user over 18?” which will be either “Yes” or “No”. After completing the age verification process, the data used to verify your age is immediately deleted.

The information that you provided to verify your age will not be accessible by AgeGO nor the +18 website that you wish to access.

</details>

<details>

<summary><mark style="color:$info;">Does AgeGO track the websites that I visit?</mark></summary>

No, AgeGO is an age verification solution, its sole purpose is to provide seamless access to age-restricted content while complying with each region's age verification laws.

AgeGO does not track the sites its users access, what content was viewed or how much time was spent online.

AgeGO is only a gateway to the world of age-restricted content.

</details>

<details>

<summary><mark style="color:$info;">Do you have a list of third party providers used by AgeGO?</mark></summary>

AgeGO uses third party providers for its services. Those providers are:

* Amazon Web Services EMEA SARL for Selfie
* Shift4 Payments LLC for Credit Card
* Amazon Web Services EMEA SARL and Klippa App B.V. for ID
* Yoti Ltd for App Verification.

</details>

<details>

<summary><mark style="color:$info;">For how long do the third party providers retain my data?</mark></summary>

Generally it is instantly removed but sometimes it may take up to 24 hours.

</details>

<details>

<summary><mark style="color:$info;">Where can I agree to Terms and Conditions?</mark></summary>

Terms and Conditions can be reviewed and accepted during the age verification process using one of the available methods.

</details>


---

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