Problems with Age Confirmation – Repeated Failures and No Way to Escalate
Device: iPhone 15, iOS 27.0.1
I have attempted to verify my age more than 10 times using both my ACT driver's licence and Australian passport, as I do not have a credit card.
After four failed attempts, I was locked out. I contacted Apple Support, and an advisor guided me through another four attempts, all unsuccessful. I was locked out again.
I contacted Apple Support a second time. Another advisor watched me complete the process four more times, again without success.
Each photograph was clear, in focus, without shadows or reflections, and taken against a black background using my iPhone camera. The error messages alternated between "Couldn't validate image" and "Couldn't verify image".
Both advisors told me there was no way to escalate the issue, no alternative verification method, and nothing they could do except suggest I keep trying.
Apple's own documentation mentions additional review of identification documents, yet neither advisor could explain how to access this process.
My questions are:
- Why is there no apparent escalation or manual review process when automated verification repeatedly fails?
- Why can't I visit an Apple Store and have an employee verify my age using government-issued identification?
- What alternative does Apple provide when both accepted forms of identification fail?
I have followed the instructions, provided two valid government-issued documents and completed multiple attempts under Apple Support supervision.
Has anyone experienced this issue and found a solution?