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Having trouble opening your camera during account verification? Below are the most common reasons it happens, followed by step-by-step fixes for every popular browser and device.
Why your camera may not work during verification #
When verifying your account, there are various reasons why you may not be able to use your computer camera (webcam) mobile device, or phone camera to take a photo of your ID and take a selfie including:
- You denied camera permissions to the website you are on, or cancelled dialog that appeared when requesting camera permissions.
- Your phone’s general setting (e.g. operating system like iOS/Android) or your browser settings are blocking the use of your camera.
- Your system administrator has denied access to the camera from within your browser.
- The camera stream (e.g. video stream) is already busy. For instance, some browsers do not allow streams to open in multiple tabs or sometimes block other browsers from using the video stream while it is currently in use.
- Your camera cannot display in the requested resolution.
Quick checks to try first #
- Reload the verification page and tap Allow when your browser asks to use the camera.
- Close other apps or browser tabs that might be using the camera, such as Zoom, Google Meet, FaceTime or another verification tab.
- Make sure you are using an up-to-date version of Chrome, Safari, Firefox or Edge. Private or incognito windows can block the camera, so use a normal window.
- Try a different browser or device. If your computer camera does not work, you can continue the verification on your phone.
- Restart the browser (or your device) and start the verification again.
How to allow camera access on a computer #
Google Chrome (Windows or Mac) #
- Click the site controls icon on the left side of the address bar.
- Find Camera and switch it to Allow.
- Reload the page and start the verification again.
You can also go to Settings > Privacy and security > Site settings > Camera and remove BananaCrystal from the blocked list.
Safari (Mac) #
- Open Safari > Settings and go to the Websites tab.
- Select Camera in the left menu.
- Set the BananaCrystal website to Allow, then reload the page.
Mozilla Firefox #
- Click the camera or permissions icon in the address bar.
- Remove the block for the camera (or choose Allow).
- Reload the page and try again.
Microsoft Edge #
- Click the lock icon on the left side of the address bar and open Permissions for this site.
- Set Camera to Allow.
- Reload the page and try again.
Computer camera blocked by the system #
- Windows: open Settings > Privacy & security > Camera and turn on Camera access and Let desktop apps access your camera.
- Mac: open System Settings > Privacy & Security > Camera and turn on the browser you are using (for example Chrome, Firefox or Edge).
How to allow camera access on a phone #
iPhone or iPad (Safari) #
- Tap the aA (page menu) icon in the address bar and open Website Settings.
- Set Camera to Allow (or Ask), then reload the page.
- If that option is missing, go to the iPhone Settings > Safari > Camera (on newer iOS versions: Settings > Apps > Safari > Camera) and choose Allow or Ask.
iPhone or iPad (Chrome) #
- Open the iPhone Settings app and find Chrome.
- Turn on Camera.
- Go back to Chrome, reload the page and try again.
Android (Chrome) #
- Tap the icon on the left side of the address bar and open Permissions.
- Set Camera to Allow, then reload the page.
- If it is still blocked, open your phone Settings > Apps > Chrome > Permissions > Camera and choose Allow only while using the app.
Tips for a successful photo and selfie #
- Use good lighting and avoid strong light behind you.
- Place your ID on a flat, dark surface so all four corners are visible.
- Remove hats, sunglasses or anything covering your face for the selfie.
- Make sure your internet connection is stable while the photos upload.
Still not working? #
If you have tried the steps above and the camera still does not open, contact our support team and tell us which device and browser you are using. We will help you complete your verification.
