Checklist for an Identity or Age-Check Mismatch

An identity or age-check mismatch can occur when information entered during login does not align with information associated with an account. Rather than repeatedly submitting details, readers can pause and compare each entry carefully. This checklist outlines neutral steps for reviewing the issue without assuming its cause or outcome.

Check the information entered

Readers can review each login and identity field for simple differences. Useful points to compare include:

• The spelling, spacing and order of the full name
• The date of birth and the order used for its components
• Any residential address details entered
• The email address or username associated with the account
• Capital letters, punctuation and accidental spaces
• Whether autofill inserted old or unrelated information

Details should be entered accurately rather than changed merely to make a check proceed. Readers can also verify that they are using their own account information.

Compare details with account records

If account access is available, readers can compare the information shown in the account settings with what they are entering. A previous address, shortened name or typing error may be worth noting, but readers should not assume that any particular difference caused the mismatch.

The identity and age-check mismatch guide can be reviewed alongside the information visible on the relevant login or account screen. Readers should rely on the current on-screen wording when deciding what action is appropriate.

Review the login environment

Before making another attempt, readers can check whether browser tools are altering form entries. They can:

• Disable autofill for the relevant fields
• Type each detail manually
• Check that the keyboard layout is correct
• Review entries on a clear, secure connection
• Avoid sharing login or identity information with other people

Readers should also confirm that they are using the intended account rather than saved credentials for another profile.

Read prompts before proceeding

Any message displayed during login should be read in full. Readers can note the exact wording and identify which field, if any, needs attention. They should avoid guessing, creating substitute details or repeatedly changing accurate information.

If a support option is presented through the relevant service interface, readers can review its instructions and decide whether to use it. Before providing information, they can verify what is being requested, why it is requested and how it will be handled.

Keep a careful record

Readers may find it useful to record the wording of the mismatch notice and the steps they attempted, while excluding passwords and other sensitive information. This can help them describe the issue consistently if they choose to seek assistance.

The key approach is to compare entries methodically, protect account information and follow the current prompts without assuming that a particular action will resolve the mismatch.