Identity verification isn’t working (camera & selfie help)

Camera won’t open, the selfie won’t capture, or verification keeps failing? Step-by-step fixes for phones and computers.

Identity verification is a quick, free step (about a minute): a photo of a government ID and a short selfie, powered by our partner Didit. It needs access to the device's camera— most problems are a blocked camera or an in-app browser. Here's how to fix the common ones. (The same steps apply to the automated character-reference facial scan.)

Nothing is charged — you can always retry

Verification is free, so there's no harm in trying again. If it was declined or closed early, the organization can re-send a fresh verification link anytime.

“The camera won't open / it won't take my picture”

Try these in order — most people are fixed by the first two:

Allow camera access.When the browser asks “Allow camera?”, tap Allow. If you tapped Block earlier: on iPhone (Safari) go to Settings → Safari → Camera → Allow (or tap the “aA” in the address bar → Website Settings → Camera → Allow); on Android (Chrome) tap the lock or ⋮ → Site settings → Camera → Allow. Then reload the page.
Use your phone's real browser. Open the link in Safari (iPhone) or Chrome (Android) — not the mini-browser inside Facebook, Instagram, or Gmail, which often blocks the camera. If you opened the link from an app, tap the ⋯ or share icon and choose “Open in Safari/Chrome.”
On a phone, verification opens as its own page so the camera is not shared with an embedded window. Allow camera access when prompted. After both ID photos and the selfie, tap Continue your application if you started from an apply link — you do not need to clear your cache.
On a computer, if the camera area is blank, use Open verification in a new tab on the verification screen. We close the embedded window first so the new tab can use the camera.
Check lighting and the lens. Face a window (avoid strong light behind you), wipe the camera lens, and take off any phone case covering it.
Free up the camera. Close other apps that use it (FaceTime, Zoom, the camera app), then reload.
Switch devices. The ID step uses the back camera and the selfie uses the frontcamera — if one won't focus, try a different phone, or a laptop/computer with a webcam.

“My ID photo keeps getting rejected”

Lay the ID flat on a dark, non-shiny surface; fill the frame; avoid glare from overhead lights (tilt slightly).
Use the actual card, not a photocopy or a photo of a photo, and make sure it hasn't expired.
Hold steady until it auto-captures; let it focus.

“It says declined, or I closed it”

No problem — an identity check that was declined, sent for review, or abandonedsimply isn't complete yet (it's not “pending,” and it is not a successful verification). The volunteer sees that outcome on the page and, after a decline, is asked to tap Try again with a clean session in good, even light (ID laid flat, no glare). They can still tap Continue your applicationif they need to finish applying first. After review or an abandoned attempt they can continue the application or try again. If that control isn't available, ask the organization to re-send the verification link, or reach out to us and we'll send a fresh one. It's free to try again. Organization leaders cannot skip a declined check — they must retry.

Still stuck after the steps above? Email support@screenforgelabs.comwith the volunteer's name and the phone/browser they're using, and we'll help directly.