Orange Gateway

Camera issues – KYC

Resolving Camera Issues

To get yourself verified, you need to allow access to your webcam, when prompted by your browser. If you have already done this but your webcam is still not working, you might need to check your operating system camera settings. See the specific instructions below.

Browsers

In this section, you will find the instructions on how to manage camera access in different browsers.

Chrome (computer)

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

If your camera access is blocked, do the following:

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

If this does not help, try checking the camera settings of your operating system and make sure that your camera is not being used by another application.

Firefox (computer)

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

If your camera access is blocked, do the following:

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

If this does not help, try checking the Camera settings of your operating systems and make sure that your camera is not being used by another application.

Opera (computer)

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

If your camera access is blocked, do the following:

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

If this does not help, try checking the Camera settings of your operating systems and make sure that your camera is not being used by another application.

Safari (computer)

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

If your camera access is blocked, do the following:

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

If this does not help, try checking the Camera settings of your operating systems and make sure that your camera is not being used by another application.

Chrome (mobile/tablet)

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

If your camera access is blocked, do the following:

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

If this does not help, make sure that the Chrome 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. Tap Apps -> Chrome -> Permissions.
  3. Make sure that the Camera permission is switched on.
  4. Return to the browser and refresh the page.

Firefox (mobile/tablet)

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

If your camera access is blocked, do the following:

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 (mobile/tablet)

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, do the following:

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

If this does not help, make sure that the Opera 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. Tap Apps -> Opera -> Permissions.
  3. Make sure that the Camera permission is switched on.
  4. Return to the browser and refresh it.

Safari (mobile/tablet)

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.

If this does not help, you should check that camera access is enabled:

  1. Open Settings and tap Safari.
  2. Scroll down to the Settings for websites and then tap Camera.
  3. Make sure that Ask or Allow is checked for your service provider.
  4. Refresh the Safari tab and tap Allow if prompted.

Operating Systems

In this section, you will find the instructions on how to manage camera access in different operating systems.

Windows

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

  1. Go to Settings and click Privacy.
  1. Navigate to Camera.
  1. Make sure 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. In the Apple menu, go to System Preferences, click Security & Privacy, then click Privacy.
  2. Click Camera.
  3. Make sure the box, that is located next to the browser you are using, is checked.
  1. 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 and select Privacy.
  2. Go to Permission manager and tap 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 and tap Privacy & Security.
  2. Select Camera to open the list of the application that can use photo and videos.
  1. In the list, find a browser where you pass verification and make sure that a toggle is switched on.
  1. Return to your browser and refresh the page.

Another Application

To get your camera working during the verification procedure, you might also need to make sure that your camera is not currently being used by another application, such as Zoom, Skype or FaceTime. If your camera is being used by another application, you must firstly close that application, and then refresh the browser page in which you are attempting to pass the verification procedure.

Restarting Your Device

If none of the tips that we have shared above seem to help get your camera working, try restarting your device.

Passing Verification without Camera

Sumsub requests photos of your documents and selfie to ensure that you are a real person and the holder of the account and documents. Therefore, it is essensial to provide photos and pass checks on your own. Note that our support team is not allowed to upload photos for you. Follow the recommendations described in this article. If nothing helps, try using another device to take photos.

Clearing Cache & Cookies

Try clearing cache and cookies in your browser to ensure optimal work of your device and fix possible issues related to the web pages loading.