Incode is the service we use to check that you are aged 18 or over before you can view age-restricted photos on Vivastreet.
The check starts with a selfie taken on your phone. If the selfie alone cannot confirm your age, Incode will ask you to scan an identity document.
1. My selfie is not working. What can I do?
Try these steps:
Find good lighting.
Remove your hat and glasses.
Position your face inside the guide shown on screen.
Make sure nobody else, and no photos of faces, are visible in the frame.
Follow the on-screen instructions and check how many attempts remain. You have up to three selfie attempts.
If Incode then asks for an identity document, continue with that step.
2. My identity document will not scan. What should I do?
Make sure your document is clear and easy to read:
Use good, even lighting.
Avoid glare and shadows.
Hold the document steady. If using a passport, lay it flat.
Keep the whole requested page or side inside the on-screen guide.
Keep your fingers away from the photo and document details.
Follow any instructions shown on screen. If you have attempts remaining, try again.
3. The check timed out. How do I start again?
The check times out after 15 minutes.
Return to Vivastreet and select Verify Now to start again. Have your phone and identity document ready so you can complete the steps in one go.
4. Incode said “Thank you”, but the photos are still blurred. Why?
The Thank you message means you have finished the steps. Your age-check result appears on Vivastreet.
Return to the Vivastreet page where you started:
Age Check Successful means your check passed.
If the completed check returns you to Age Check Required with limited access, your check did not pass and age-restricted photos remain blurred.
If you started on a computer and used your phone for the check, look for the result on your computer.
5. I have no attempts left and my check did not pass. What happens now?
If your check did not pass, age-restricted photos will stay blurred. The result screen offers an option to continue browsing with limited access.
Our support team cannot reset your attempts or change the result of an age check.
6. Can I send my ID to customer support instead?
Please do not send your identity document or selfie by chat or email.
Our support team cannot verify your age using documents sent directly to us. Complete the check through Incode on your phone.
I’m an advertiser. Do I need to complete an Incode check?
Identity verification for advertisers continues to use Yoti.
If you have already completed your Yoti identity check, you do not need to complete a separate Incode age check. Log in to your verified advertiser account so Vivastreet can recognise your verification.