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.”
Open in a new tab. If the camera area is blank, use the “open in a new tab” option on the verification screen, or paste the link straight into Safari/Chrome.
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 front camera — 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 or abandoned simply isn't complete yet (it's not “pending”). 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.

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