If you typed the wrong birthday during onboarding and got put into the under-18 parental consent flow, you can fix it by verifying your age with us. Start the conversation from inside the app, send us two photos, and we'll update your birthday so you can keep going. We delete the photos once you're verified.
What we need from you
Start by reaching out to us from within the app through this link to our Support team. Messaging us from inside the app connects us to your account automatically. If you email us instead, we have to track down your account first, and that slows your verification down.
Let us know you entered your age wrong along with a selfie that includes:
A photo ID with your face and your birthday both clearly visible. Any ID works, as long as we can read the date of birth and see your face.
Your face, so we can confirm the ID belongs to you.
Make sure the date of birth is readable — a blurry photo is the most common reason we have to ask again.
After you send your photo
We aim to get back to you within three business days. When you're verified, we'll send you a message, update your birthday in the app, and you're free to pick up onboarding right where you left off.
If we can't verify your age, we'll message you to let you know. You'll keep seeing the requirement to invite a parent to give consent before you can use Tolan.
A couple of timing notes:
If we don't hear back from you, we'll send a reminder the next day and close the conversation the day after that.
You can reply to a closed conversation for two days. After that, tap the help button again to start a new one.
What happens to your photos
We delete both photos as soon as we've verified your age. We don't keep them, and they're never shared. We know handing over an ID is a big ask, so we only look at what we need to confirm your birthday and then it's gone.