The identity check takes live photos of your ID and your face, so your phone's browser needs permission to use the camera. When the camera doesn't start, or the screen stays black, it's almost always one of two things: the browser was told not to use the camera, usually because "Don't allow" was tapped the first time it asked, or the page is open inside another app's built-in browser, which often can't use the camera at all. Both are quick to fix.
Open the page in Safari or Chrome
If you reached the check by tapping a link in LINE, an email app or another app, the page may have opened in that app's built-in browser. Use the app's menu to open the page in Safari on an iPhone or Chrome on an Android phone, or copy the link into the browser yourself, then sign in and start the check again. If you're scanning the QR code from your computer screen, use your phone's camera app to scan it, which opens the link in your normal browser.
Allow the camera on an iPhone
- Open the Settings app and find Safari (on recent iPhones it's listed under Apps). Tap Camera and choose Allow or Ask. If you use Chrome on your iPhone, find Chrome instead and turn Camera on.
- Go back to the check and reload the page. When the browser asks to use the camera, tap Allow.
You can also change it for the page itself: in Safari, open the page menu in the address bar, tap Website Settings and set Camera to Allow.
Allow the camera on an Android phone
- In Chrome, tap the icon to the left of the web address and open Permissions, then set Camera to Allow. If Camera isn't listed there, open Chrome's menu, then Settings, Site settings and Camera, and check that it's switched on and that the Zentrader client area isn't listed as blocked.
- If Chrome still can't use the camera, check the phone's own permission: Settings, Apps, Chrome, Permissions, then Camera. On Android 12 and later, also make sure camera access isn't switched off in the quick settings panel, which blocks the camera for every app.
- Reload the page and start the check again. Tap Allow when Chrome asks.
If it still won't start
- Close any other app that might be using the camera, such as a video call, and try again.
- Close the browser completely and reopen it, or try the other browser on your phone.
- The check has to run in a browser on your phone, and the photos are taken live in the check. We can't accept photos uploaded or sent by email instead, so the camera does need to be working.
If none of this helps, contact us through the chat and tell us your phone model and which browser you're using, and we'll help you through it. Once the camera is working, go back to Personal Information in the client area and start the check again. See How to verify your identity.
Related: How to verify your identity · What to Do If You Cannot Upload Your Identity Documents (ID) · How long does the identity check take?