This article outlines common problems when taking a video selfie and provides steps to fix them.
Video selfie quality issues
I got a “Something went wrong. Please try again” error
To fix this:
- On the error screen, select Try again.
- Retake your video selfie, following our video selfie best practices.
My video selfie was rejected
If your video selfie is rejected after several 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.
Camera and device issues
I can’t allow access to my camera
This may be due to browser or device settings. For help with this, visit Camera and microphone troubleshooting.
I don’t have a device that has a camera
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.
Browser issues
I am having browser problems
- Ensure your browser is updated to the latest version.
- Clear your browser’s cache and cookies.
- If issues persist, try using a different browser.
I can’t switch browser tabs
For help returning to the correct browser tab, visit Switching between browser tabs when verifying.