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My camera is not working for Identity Verification
My camera is not working for Identity Verification

Find help with phone camera enablement during the IDV process.

Updated yesterday

If you are receiving an error that you need to enable camera access, do not fret! Simply follow the steps listed below associated with your device.

**Laptop and Desktop devices will not work for this process - here's why**


Enable Camera Permissions for iOS (Apple)

  1. Go to Settings on your device

  2. Scroll down and open the Safari tab.

  3. Ensure your camera is set to Allow.

  4. Make sure the Request Desktop Site option is turned off.

  5. Make sure you are not in private mode

To enable camera permissions for Chrome on iOS, follow these steps:

1. Open Settings.
2. Choose Chrome.
3. Tap the slider button next to Camera.

Once you enable camera permissions, try tapping the link again. This time, you should see the camera start.


Enable Camera Permissions for Android

When using an Android device, you will be prompted to enable your camera. Please be sure to select Allow.

Android system settings

  1. Open the Settings app on your phone.

  2. Tap Apps.

  3. Find and tap the browser you're using. If you can't find it, tap See all ### apps (where ### is the number of apps on your phone).

  4. Tap Permissions.

  5. Tap Camera (or Microphone).

  6. Tap Allow only while using the app to enable the hardware for this app.


Scanning the QR code from your laptop or desktop

If you are starting the identity verification portion of your background check, you may be prompted to scan a QR code. Due to multiple setting variations with different browsers, laptop/desktop permission settings, and your type of mobile device, this can be a difficult process to complete.

You will have the most success completing the entire process by using ONLY your mobile phone from start to finish. If you are prompted to enable the camera on your phone, reference these steps for Android or iPhone camera settings.


Need further assistance? We are happy to help! Please reach out to our support team via chat using the purple icon in the bottom right-hand corner of this screen!

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