Quick answer
We recommend Chrome on Android phones and Safari on iPhones. If the link opens in a different browser or app, your client will see a message asking them to copy the link and open it in Chrome or Safari.
The fastest fix: your client copies the link from the SMS, opens Chrome (Android) or Safari (iPhone), pastes the link into the address bar and continues. They don't need a new link.
Which browser should my client use?
Phone | Recommended browser |
Android (Samsung, Google Pixel, OPPO and others) | Chrome |
iPhone | Safari, even if Chrome is installed |
These give the most reliable experience with the camera and ID capture. If the link opens anywhere else, your client may see a message like:
"You will need to use Chrome - press the button below to copy the link to this page and go to Chrome. Open Chrome browser and paste the link in the address bar to proceed."
The verification only works on a smartphone. On a computer, your client will see a QR code instead. See Why is my client seeing a QR code instead of the verification?
Fix 1: Copy the link into Chrome or Safari (fastest)
On the message screen, tap the copy button.
Open Chrome (Android) or Safari (iPhone).
Tap the address bar at the top, then press and hold and tap Paste.
Tap Go (or Enter) and continue the verification.
If the copy button doesn't work: go back to the SMS, press and hold the link, tap Copy, then paste it into Chrome or Safari as above.
Fix 2: Make Chrome or Safari the default browser
Use this if links keep opening in the wrong browser. The steps depend on your client's phone, but it's usually in the phone's Settings:
Android: open Settings, search for "Default apps", tap Browser app and select Chrome.
iPhone: open Settings, search for "Default Browser App" and select Safari.
Your client can then open the link from the SMS again, and it'll open in the right browser. They can change the default back afterwards if they want to.
Troubleshooting
What your client sees | What to do |
The copy button does nothing | Copy the link straight from the SMS instead (see Fix 1). |
"The check request link has expired" after copying | Check whether the link was resent. In Biometric > Created, open Actions next to your client. If it was resent, the old link stops working, so ask your client to use the newest SMS. If it hasn't been resent and it's less than 7 days since it was sent, it's usually a browser problem. Ask your client to copy the link straight from the SMS and paste it into Chrome (Android) or Safari (iPhone). If it's more than 7 days, resend it. See How do I resend a verification link to my client? |
The camera doesn't start after tapping "Capture my ID" | |
A QR code instead of the verification | |
Still stuck in Chrome or Safari | Try a different smartphone if one is available, or contact us through live chat or support@aplyid.com with the client's name and reference. |
Frequently Asked Questions
Do I need to send my client a new link?
No, if the link is not expired yet. Your client can paste the same link into Chrome or Safari. If you do resend, the old link stops working.
Which browser should my client use?
Chrome on Android phones and Safari on iPhones.
My client is on an iPhone and prefers Chrome. Is that OK?
We recommend Safari on iPhone. Some clients get a black camera screen in Chrome on iPhone.
Can my client complete it on a computer or tablet?
No. The verification only works on a smartphone.
Can I send the link by email instead?
Yes. See Can I send the verification link by email instead of SMS? (Yes, here's how). Your client still needs to open it in Chrome or Safari on their phone.