Having trouble taking a photo of your ID or uploading documents? This article provides solutions for common issues, including blocked camera permissions, unsupported file types, and broken upload links so you can get verified quickly.

Fix camera and device settings

My camera isn’t working 

If your device settings are preventing your browser from accessing your camera:

1. When prompted during verification, select OK or Allow to grant your browser permission to use your camera.
2. Manually grant browser permissions
   • If the prompt does not display, go to your device settings.
   • Locate the settings for your browser.
   • Grant the necessary permissions to use your camera. 

For device-specific instructions, visit Camera and microphone troubleshooting.

I don’t have a smartphone

You don’t need a smartphone to verify your identity. You can verify from a computer by joining a video call.

Fix text message errors

I didn’t receive a text message to take document photos

For steps to get a text message, visit Didn't receive a text message from IDMe?

The link in the text message didn’t work

If you select the link in the text message and receive an error:

• Clear your browser's cache and cookies.
• Update your browser to the latest version.
• If that doesn’t work, try a different browser. We recommend using Chrome or Firefox. 

After you’ve completed browser troubleshooting, try again.

Accepted file types

I don’t have any of the listed documents

You need to have an acceptable document in order to verify. 

• To learn more about what documents are acceptable, visit Rejected documents.
• If you don’t have a government-issued photo ID, you’ll need to apply for one. To learn how, visit Applying for government-issued photo identification. 

I don’t know if my file type is accepted

If you choose to upload a document, you can use these file types:

• .jpeg
• .png
• .pdf

Restart the IDMe verification process

To restart verification:

1. Go to the organization’s website that you need to access, or find the email you received that instructed you to verify with IDMe.
2. Select the IDMe button. If you can’t find the IDMe button, contact the organization you need to access.
3. Sign in to your IDMe Wallet.
4. Complete multi-factor authentication (MFA), if it’s set up.
5. When prompted, follow the prompts to take photos of your documents or upload documents, depending on your verification flow.

For step-by-step instructions, visit Taking photos of your ID or documents.