Camera and microphone troubleshooting

If your camera or microphone isn’t working during verification, it could be due to your browser or device settings. You may encounter an error message or notice that the camera or microphone won’t turn on.

This article outlines steps to help you check and adjust your browser and device settings to resolve the issue.

Browser and device settings

Browsers and devices each have their own camera and microphone permission settings. You may need to update both settings to get your camera or microphone working.

For example, if you're using Chrome and an iPhone to access ID.me, you'll need to grant camera permissions on both your Chrome browser and your iPhone. Follow the steps below to update your browser and device settings:

Update browser settings

Google Chrome (mobile and computer)

1. In Chrome, select the three-dot menu in the top right corner.
2. Select Settings, then select Privacy and security.
3. Select Site Settings.
4. Under Permissions, do the following:
   • Camera: Select Camera, then under “Not allowed to use your camera”, look for ID.me. If ID.me is there, select the arrow icon, then next to “Camera”, select Allow.
   • Microphone: Select Microphone, then under "Not allowed to use your microphone", look for ID.me. If ID.me is there, select the arrow icon, and next to “Microphone,” select Allow.
5. Return to the browser window or tab where you started your identity verification process.
6. Refresh the page and retry taking a video selfie or document photo.

Safari (iPhone and iPad)

1. Open the Settings app on your device.
2. Scroll down and tap Safari.
3. Under General:
   • Camera: Tap Camera, then Select Allow.
   • Microphone: Tap Microphone, then Select Allow.
4. Return to the browser window or tab where you started your identity verification process.
5. Refresh the page and retry taking a video selfie or document photo.

Safari (Mac)

1. While in Safari, select Safari in the upper left corner of your screen.
2. Select Settings (or Preferences).
3. Go to the “Websites” tab:
   • Camera: Select Camera from the sidebar. Find ID.me under "Currently Open Websites" and set it to Allow.
   • Microphone: Select Microphone from the sidebar. Find ID.me under "Currently Open Websites" and set it to Allow.
4. Return to the browser window or tab where you started your identity verification process.
5. Refresh the page and retry taking a video selfie or document photo.

Update device settings

iPhone/iPad

1. Open the Settings app and scroll down to Privacy & Security:
   • Camera: Tap Camera, and make sure the toggle is turned on for the browser you're using for verification.
   • Microphone: Tap Microphone and ensure that the toggle is on for the browser.
2. Ensure that the toggle is turned on for the browser you're using for verification.

Android

1. Open the Settings app.
2. Tap Apps or Applications.
3. Find the browser you're using (e.g., Chrome).
4. Tap Permissions and make sure “Camera” and “Microphone” are enabled.

Mac

1. Open System Settings (or Preferences).
2. Select Privacy & Security.
   • Camera: Select Camera and ensure the browser you’re using is toggled on.
   • Microphone: Select Microphone and ensure the browser is toggled on.

Windows

1. Go to Settings.
2. Select Privacy.
   • Camera: Select Camera and ensure the browser you’re using is toggled on.
   • Microphone: Select Microphone and ensure the browser is toggled on.