I'm receiving a "Couldn't access camera" error when performing an Identity Verification

Overview
If you're using Chrome
If you're using Safari
Still having issues?

Overview

If you received an error message during the Identity Verification flow saying "Couldn't access camera", you will need to enable camera permission for your device and/or browser in order to proceed and complete the Identity Verification process.

How you enable camera permissions depends on your browser and device type.

If you're using Chrome

Follow the steps in the relevant link below:

For Desktop

For iPhone & iPad

For Android

If you're using Safari

Follow the steps in the relevant link below:

For Desktop

Follow the relevant steps below:

For Mobile

Open the Settings app
Go to Apps
Find Safari
Scroll down and click into Camera

The Apple Settings app > Apps > Safari, highlighting the Camera option (iOS Version 26.3 shown)

Set to Allow (or Ask)

The Apple Settings app > Apps > Safari > Camera, highlighting the Allow option (iOS Version 26.3 shown)

Still having issues?

If you still require further assistance, please feel free to reach out to support@ilumin.ai or call 1-604-256-6116 ext 3 and include details about your phone's device and model - we'll be glad to help you out.