📸How to Fix Camera Issues

If your camera isn’t working, try the following steps:

  • make sure your Internet connection is stable;
  • check that no other app is using your camera;
  • update your browser to the latest version;
  • update your device’s operating system;
  • ensure your browser or app has permission to access your camera.

If your webcam still doesn’t work after these steps, check your operating system’s camera settings. Follow the specific instructions below.

💻Browsers (desktop)

Please note that you may need to check your operating system settings in addition to the browser.

Chrome

Select Allow when your browser prompts you to provide access to your camera.

If your camera access is blocked:

  1. Click the camera icon.
  1. Select Always allow to access your camera and click Done.
  1. Refresh the page.

Firefox

Select Allow when your browser prompts you to provide access to your camera.

If your camera access is blocked:

  1. Click the camera icon.
  1. Click the cross icon next to Blocked Temporarily.
  1. Refresh the page.

Opera

Select Allow when your browser prompts you to provide access to your camera.

If your camera access is blocked:

  1. Click the camera icon.
  1. Click Clear this setting and reload.
  1. Refresh the page.

Safari

Select Allow when your browser prompts you to provide access to your camera.

If your camera access is blocked:

  1. Click Safari → Preferences.
  1. In Websites, navigate to Camera and allow access to your service provider.
  1. Close the Preferences window and refresh the browser page.

📱Browsers (Mobile/Tablet)

Please note that you may also need to check your device’s operating system settings.

Chrome

Select Allow when your browser prompts you to provide access to your camera.

If your camera access is blocked:

  1. Tap the lock icon.
  1. Tap Permissions.
  1. Tap Reset permissions.
  1. Click Reset to confirm.
  1. Refresh the page.

Firefox

Select While using the app or Only this time when your browser prompts you to provide access to your camera:

If this does not help, make sure that the Firefox app has access to your camera. If you are unsure whether this is the case, you should follow these steps:

  1. On your device, open Settings.
  2. Go to Apps -> Permissions -> Camera -> Firefox.
  3. Select Allow only while using the app or Ask every time
  1. Return to your browser and refresh the page.

Opera

Select Allow when your browser prompts you to provide access to your camera.

Select While using the app or Only this time option.

If your camera access is blocked:

  1. Tap the shield icon.
  1. Tap Permissions.
  1. Tap Reset permissions.
  1. Return to the browser page and refresh it.

Safari

Select Allow when your browser prompts you to provide access to your camera.

If your camera access is blocked, do the following:

  1. Refresh the Safari tab.
  2. When the alert appears, requesting camera access, tap Allow.

⚙Operating system

Windows

If you are having camera issues on a Windows computer, you might need to check your Windows settings. Follow these steps:

  1. Go to Settings -> Privacy.
  1. Navigate to Camera.
  1. Ensure that Camera access for this device and Allow apps to access your camera are on.
  1. Return to your browser and refresh the page.

macOS

To re-enable a blocked camera on macOS, you should follow these steps:

  1. Go to Apple menu → System Preferences → Security & Privacy → Privacy.
  2. Click Camera.
  3. Make sure the box, which is located next to your browser, is checked.
  4. Return to your browser and refresh the page.

Android

To check your camera access settings on Android, go through the following steps:

  1. Go to Settings -> Privacy.
  2. Go to Permission manager -> Camera.
  1. Examine the list of applications and make sure that your browser is allowed to access camera.
  1. Return to your browser and refresh the page.

iOS

Check the following settings on your iOS device to ensure camera access.

  1. Go to Settings → Privacy & Security.
  2. Select Camera to open the list of applications that can use photos and videos.
  1. In the list, find your browser and make sure that the toggle is on.
  1. Return to your browser and refresh the page.

👁‍🗨 FAQ

  1. What can be done if the selfie camera doesn’t activate during the verification process despite following all troubleshooting steps?

There are a couple of tips that can help revive the camera:

  • Restart your device.
  • Verify that access has been granted in both the browser and operational settings.
  • Clear your browser's cache and cookies to improve device performance and fix possible loading issues.
  • Ensure no other app (e.g., Zoom, Skype, or FaceTime) is using your camera. If it is, close that app and refresh the browser page where you’re completing verification.
  1. What if my camera is broken?

Sumsub requests photos of your documents and a selfie to make sure that you are a real person and the owner of the account and documents. That’s why you need to take and upload the photos yourself. Our support team is not allowed to upload them for you. Follow the recommendations in this article, and if nothing helps, try using another device to take photos.

💬 Still need help?

If your camera still doesn’t work, please contact us via chat and include:

  • a screenshot or a video of the error received;
  • a screenshot of your camera permissions settings for both the browser and operating system.

📚 Suggested Articles:

🆔Acceptable Identity Documents

Documents Proving Address

Liveness Check Steps

Type to search, ESC to discard
Type to search, ESC to discard
Type to search, ESC to discard
Next to read:
Sumsub ID Account
On This Page
📸How to Fix Camera Issues💻Browsers (desktop)Chrome FirefoxOperaSafari📱Browsers (Mobile/Tablet)ChromeFirefoxOperaSafari⚙Operating systemWindowsmacOSAndroidiOS👁‍🗨 FAQ💬 Still need help?📚 Suggested Articles: