Camera not working during identification. How to fix it?

Summary

If your camera doesn’t work during the identification process, the video call cannot start. This usually happens because your browser or device is blocking access to the camera or microphone. You can easily fix the issue by checking your device settings and browser permissions.

A working camera and microphone are essential for completing your identity verification (KYC) via auto-ident or video call. If the process doesn’t start, don’t worry, this is a common issue and can often be resolved in just a few minutes. Follow the steps below to make sure your camera, microphone, and browser are correctly set up.

Common causes

  • Browser permissions: Your browser may not have permission to use your camera or microphone.

  • Smartphone settings: Your operating system might block access to the camera.

  • Other applications: Another app (like Zoom or Teams) may already be using the camera.

  • Unsupported smartphone browser: Firefox is in some cases not supported for the identification call via your smartphone.

How to fix it


  • Check smartphone browser permissions

    • Go to your browser settings (e.g., Chrome, Safari, Edge).

    • Allow access to the camera and microphone for the Cryptonow site.

  • Check device settings

    • On your smartphone or computer, make sure the camera and microphone are enabled.

    • Restart the browser or device if necessary.

  • Close other applications

    • Exit apps like Zoom, Teams, or FaceTime that may be using the camera.

  • Use a supported smartphone browser

    • Supported browsers are Google Chrome, Microsoft Edge, and Apple Safari.

    • Firefox is in some cases not supported for the identification process.

Important information

Without camera and microphone access, KYC verification cannot be completed. To ensure a smooth process:

  • Perform the identification in a well-lit environment.

  • Make sure your internet connection is stable.

  • Keep your national ID or passport document ready before the identification process begins.

If the problem continues, contact Cryptonow Support for assistance.

In short

Camera not working?

  • Check smartphone browser and device permissions (Microphone and Camera must be enabled).

  • Close other apps using your camera.

  • Use Chrome, Edge, or Safari for the identification process.


You’ll be ready to complete your verification in just a few steps.

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