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How to fix camera access issues

If you're having trouble accessing your camera during verification, your browser or device settings might be blocking access to your camera. You may see an error message or the camera won’t turn on. This article provides steps to check and update your browser and device settings.

Browser and device settings

Browsers and devices each have their own camera permission settings. You may need to update both settings to get your camera to work. For example, if you're using Chrome and an iPhone to access ID.me, you'll need to grant camera permissions on both Chrome and your iPhone. Follow the steps below to update your browser and device settings:

1. 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, select Camera.
  5. 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.
    Note: If ID.me is under “Allowed to use your camera”, then check your device settings.
  6. Return to the browser window or tab where you started your identity verification process.
  7. 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. Tap Camera.
  4. 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 (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 and select Camera from the sidebar.
  4. Under “Currently Open Websites”, find ID.me and set it to 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.

2. Update device settings

iPhone/iPad

  1. Open the Settings app and scroll down to Privacy.
  2. Tap Camera.
  3. 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” is enabled.

Mac

  1. Open System Settings (or Preferences).
  2. Select Privacy & Security.
  3. Select Camera. 
  4. Make sure the browser you’re using is toggled on.

Windows

  1. Go to Settings.
  2. Select Privacy.
  3. Select Camera 
  4. Make sure camera access is enabled.