New age verification fails

Alex Boyd 0 Reputation points
2026-08-07T02:00:20.1666667+00:00

I have had an xbox account for several years. I am <PII removed> but I cannot verify my age using any of the options provided by "Yoti"....

MS needs to find a better way or forget providing digital access to games and go back to hard versions.

Please advise if you have an alternative method in Australia.

Regards,

AlexB

Windows for home | Other | Gaming

2 answers

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  1. Nic Belardo 0 Reputation points
    2026-08-09T12:45:46.9733333+00:00

    I am in the same boat - but when i do load the smartphone camera option, there is always a fail. I can’t use My debit card because it’s a debit card. And my Microsoft account is at least 24 years old as per the emails in the inbox, but because i changed the email address of it about 10 years ago, the verification for that doesn’t work. Microsoft, you should be able to verify yourself off the age of the account, not just the email address

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  2. Carl-L 23,100 Reputation points Microsoft External Staff Moderator
    2026-08-07T07:01:11.94+00:00

    Hello Alex Boyd,

    Welcome to Microsoft Q&A forum.

    Microsoft rely on trusted verification partner to provide age verification services. The options to verify are plenty, however, not all methods are available to all countries and regions. Please check the Yoti verification method provided to see if it allows you to choose another method.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. So in case you cannot find any other method, you can try to contact Microsoft Support.

    • Type Live chat in the search box. 
    • Now click Get help, and Select Contact Support or Sign in to contact support below. 
    • Go to the Products and services tab, and choose Other products
    • On the Category tab, choose Billing and Account Profile questions 
    • Go to Confirm. 
    • You can now choose the option of Chat with a support agent on your web browser. 

    Thank you for your understanding.

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