If your ID.me video selfie isn’t working or gets rejected, this article can help. It covers common issues like camera errors, unsupported devices, and motion photography problems, along with steps to fix each one.
Video selfie quality issues
Fix the “Something went wrong” video selfie error
To fix this:
- On the error screen, select Try again.
- Retake your video selfie, following our video selfie best practices.
Browser issues
Troubleshoot browser issues during selfie verification
- Ensure your browser is updated to the latest version.
- Clear your browser’s cache and cookies.
- If issues persist, try using a different browser.
Help with switching tabs during verification
For help returning to the correct browser tab, visit Switching between browser tabs when verifying.
Camera and device issues
Allow camera access for your video selfie
This may be due to browser or device settings. For help with this, visit Camera and microphone troubleshooting.
No camera? How to complete your verification
If your smartphone or computer doesn’t have a camera, you won’t be able to complete verification. We recommend borrowing a device from a family member or friend.
What to do if your selfie was rejected
If your video selfie is rejected after multiple attempts, you will see a “We couldn’t capture your video selfie” message. Continue following the prompts, then you will connect with a Video Chat Agent for a short video call.