Hello! I see you’re having trouble sending your age verification from the Yoti app on your phone to your TV using the scan feature. Let’s get this sorted out together.

To start, can you tell me a bit more about what exactly happens when you try to scan the code on your TV with your phone? For example:
- Are you able to scan the QR code successfully?
- Does the app on your phone show any error messages?
- Is the TV showing the correct QR code for the age verification?
- Have you already set up your Yoti app and verified your ID on your phone?

Meanwhile, here are some simple checks and steps to try while we clarify:
1. Make sure your Yoti app on your phone is fully updated to the latest version.
2. Verify your phone’s camera has permission to scan QR codes in the app settings.
3. Ensure your phone has a stable internet connection — Wi-Fi or mobile data — while scanning.
4. Confirm your TV app or service is correctly set up to request age verification via Yoti (sometimes the TV app needs to be logged in or restarted).
5. Try restarting both your phone and TV to clear any temporary glitches.

If those don’t help, there might be a problem with the connection between the TV and Yoti’s verification system or an issue with the digital data transmission. At that point, we can explore more advanced troubleshooting or consider alternative ways to verify your age.

Let me know your experience after trying those steps, and any error details you see. I’m here to help you get this working!

scan is very quick and tv just resorts to verification page

Thanks for the extra detail! So, after scanning, your TV just cycles back to the verification page instead of confirming your age. Got it.

This kind of loop often hints at a communication or session problem between your phone’s Yoti app and the TV’s verification system. Let’s try these focused steps to tackle it:

1. Check Internet Connection on Both Devices:
Make sure both your phone and TV have stable internet access. Sometimes, if either device loses connection or switches networks during the process, it can cause a loop.

2. Clear Cache or Restart the TV App:
On your TV, try closing the app that manages age verification, then reopen it. If possible, clear the app cache or data from the TV’s settings (depends on TV make/model). Restarting the TV itself can help too.

3. Update TV Software/App:
Verify your TV’s firmware and the age verification app are updated to the latest versions. Outdated software could be incompatible with the Yoti system.

4. Use Correct Scan Option:
Ensure that when you scan, you are using the “Quick Scan” feature in the Yoti app and not other scan options that may not be compatible with the TV’s flow.

5. Try a Different Verification Method:
Sometimes the quick QR scan can misbehave. Check if your TV offers alternative methods, like entering a code manually or linking via an account.

6. Log Out and Back into Yoti on Your Phone:
Logging out of the app and signing back in can refresh your session and clear any token-related issues.

If none of these resolve the loop, it’s possible the issue is on the TV app’s integration side or a temporary glitch in the service connecting Yoti to the TV. In that case, contacting the TV service support or Yoti support directly might be necessary. You can reach Yoti support at [email protected] for more detailed assistance.

Please try these suggestions and let me know which you’ve done or if anything changes in the behavior. I’m here to help you through it! Are you satisfied with this guidance so far?