What to do when your client's camera won't open, shows a black screen, or never asks for camera access during their APLYiD verification.
This article is for APLYiD customers helping a client through their verification. Your client doesn't need to download an app. The verification runs in their phone's web browser, so the browser must be allowed to use the camera.
Quick answer: In most cases the browser isn't allowed to use the camera. Ask your client to open the link in Chrome or Safari, turn on camera access for that browser in their phone settings, then reopen the link. If camera access is already on, ask them to switch from work Wi-Fi to mobile data, try the other browser, or open the link on a different phone.
Common symptoms and what usually causes them
What your client sees | Usual cause | Go to |
The camera doesn't open when they tap to photograph their ID | Camera access is turned off for the browser | |
No pop-up asking to allow the camera (no 'Allow' button) | Camera access was blocked or declined earlier, so the browser doesn't ask again | |
A black screen at the ID photo step | Camera access is off, or the browser isn't supported | |
A black screen at the selfie video (face) step, with camera access already on | A work network, firewall or VPN is blocking the video, or the browser is having trouble with the camera | |
A QR code instead of the camera | The link was opened on a computer |
Step 1: Check the browser
Your client should open the verification link in Chrome or Safari.
If they tapped the link inside another app (for example an email or social media app), it may have opened in that app's built-in browser. Ask them to copy the link and paste it into Chrome or Safari. See Why is my client being asked to open the link in Chrome or Safari?
Less common browsers, such as Opera GX or DuckDuckGo, may not support the camera step.
If they get a black screen in one browser, try the other. On an iPhone, if Chrome shows a black screen, try Safari.
Step 2: Turn on camera access for the browser
Your client should follow the steps for their phone, using the browser they opened the link in. Then they should close the browser and reopen the verification link.
iPhone
Open Settings.
Tap Apps. On older iOS versions, scroll down to the list of apps instead.
Tap the browser they are using (Safari or Chrome).
Tap Camera and set it to Allow, or switch the Camera toggle on.
Samsung
Open Settings.
Tap Apps.
Tap the browser they are using (Chrome or Samsung Internet).
Tap Permissions, then Camera.
Select Allow only while using the app.
Google Pixel
Open Settings.
Tap Apps, then See all apps if needed.
Tap Chrome.
Tap Permissions, then Camera.
Select Allow only while using the app.
Oppo and other Android phones
Open Settings.
Tap Apps (on some phones this is App management, then App list).
Tap Chrome.
Tap Permissions, then Camera.
Select Allow only while using the app.
Step 3: If there's no 'Allow' button
If your client declined camera access before, the browser won't ask again, so there is no 'Allow' button. They need to allow it for the website as well as for the browser (Step 2).
Chrome on Android: open the verification link, tap the icon to the left of the web address, tap Permissions (or Site settings), and set Camera to Allow. Or tap Reset permissions, then reload the page and tap Allow when asked.
Safari on iPhone: open the verification link, tap the aA or page-menu icon in the address bar, tap Website Settings, and set Camera to Allow. Then reload the page.
Chrome on iPhone: camera access is controlled in the iPhone's Settings. Follow the iPhone steps in Step 2.
Step 4: Camera access is on, but it's still not working
This usually happens at the selfie video step. Ask your client to try these, one at a time:
Change network. Work Wi-Fi, firewalls and VPNs can block the selfie video. Switch to mobile data or home Wi-Fi and turn off any VPN.
Close other apps using the camera, such as video calls or the camera app.
Keep the phone upright. If the phone flips to landscape during the check, the camera can stay in landscape and show black. Turn on portrait orientation lock and reopen the link.
Try the other browser (Safari or Chrome).
Update the browser and the phone's software, then restart the phone.
Step 5: Try a different device
If nothing works on that phone, your client can forward the verification text message (or copy the link) to another smartphone and complete it there.
Older phones, or phones that can't be updated, may not support the camera step. A more recent smartphone usually works.
If the link is opened on a computer, it shows a QR code. Your client scans it with their phone's camera to continue on the phone. See Why is my client seeing a QR code instead of the verification?
Still not working? Contact us
If your client has tried all the steps above, contact APLYiD Support. To help us investigate quickly, include:
The client's name, and the mobile number or email the link was sent to
Their phone make and model, and the browser they used
Which step fails: the ID photo or the selfie video
What they see, ideally a screenshot or screen recording (please hide any ID details)
What they have already tried
Message you can send your client
Hi, it looks like your phone's browser isn't allowed to use the camera. Please:
Open the verification link in Chrome or Safari.
Go to your phone's Settings, find the browser you're using, and allow it to use the Camera. On an iPhone: Settings > Apps > Safari (or Chrome) > Camera > Allow. On Android: Settings > Apps > Chrome > Permissions > Camera > Allow only while using the app.
Close the browser and open the link again.
If the screen is still black, switch from work Wi-Fi to mobile data, try the other browser, or forward the text message to another phone and complete it there.
Frequently Asked Questions
Does my client need to download an app?
No. The verification opens in the phone's web browser from the link we send. If your client says "the app" won't open the camera, follow the steps above for their browser.
My client's camera works normally. Why won't it work in the verification?
The phone's camera app and the web browser have separate permissions. The camera can work fine on its own while the browser is still blocked from using it. Follow Step 2 and Step 3.
Is this a problem with APLYiD?
Most cases are caused by camera permissions, the browser or the network, and are fixed with the steps above. If the issue continues on more than one phone or browser, contact us with the details listed above so we can investigate.
Do I need to send a new link?
Usually not. Once the settings are fixed, your client can reopen the same link. If the link no longer works, resend it. See How do I resend a verification link to my client?
Can my client complete the verification on a computer?
No. The ID photo and selfie video need a smartphone camera. On a computer, the link shows a QR code to continue on a phone.
Can my client use someone else's phone?
Yes. They can forward the text message or link to another smartphone and complete the verification themselves on that phone.