If your camera isn't loading during identity verification, here are a few things to try:
Turn off your VPN
VPNs can interfere with the camera permissions required by our verification provider. Turn off your VPN, refresh the page, and try again.
Start a fresh session
Log out of your account, close your browser completely, then open it again and log back in. This clears any stale permissions from your previous session.
Try a different browser or device
Some browsers and extensions block camera access. Try Google Chrome, or switch to another device to see if the camera loads properly there.
Stuck on "Connecting your camera..." on mobile
If the camera is buffering or stuck on this message on your phone:
Check that your browser has permission to use the camera in your phone's settings
Close any other apps that might be using the camera
Try again on a different device
Follow Sumsub troubleshooting steps
Sumsub, our verification provider, has a full list of fixes covering browser settings, app permissions, and OS-specific steps. See their camera troubleshooting guide.