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On some Android devices (especially custom ROMs from Chinese manufacturers) or in-app browsers (WebView), the camera may fail to open at the “ID capture > Initializing camera…” screen. Check the causes and solutions below in order, and if the camera keeps failing inside a WebView, use the bypass path to continue in a standard browser.

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Understanding the Problem

When the camera fails to open in a WebView or Android environment, it is usually due to one of the following.
  • Camera blocked in the in-app browser (WebView): Some in-app browsers and default browsers on Chinese devices block camera (getUserMedia) access inside the WebView. If you reach the camera screen but no camera-in-use icon appears at the top, the camera is blocked in that environment.
  • Outdated Android System WebView: In an APK WebView environment, an old Android System WebView version can prevent getUserMedia from working, so the camera never initializes.
  • Permission not granted: If either the device (OS) permission or the browser (site) permission is off, the camera will not start. On Chinese devices, both permissions must be granted separately.
  • Other environment factors: Multiple tabs open in the same browser while the camera is running, or a security/MDM app installed on the device that restricts camera use.

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Solutions

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1. Wait briefly if camera initialization is slow

When switching to the ID capture screen, camera initialization may be delayed by a few seconds depending on device performance. Even if the screen does not appear immediately, wait a moment and it will proceed to the next step normally.

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2. Use a standard browser such as Chrome

In-app browsers (WebView) and some default browsers on Chinese devices may block the camera. If no camera icon appears at the top of the camera screen, reopen the page in the Chrome browser and continue.
The camera may also fail in browsers opened from within apps like KakaoTalk, Facebook, or Instagram. In that case, follow the Continue in a Standard Browser guidance below.

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3. Check camera permissions (device + browser)

On Android, including Chinese devices, both the device (OS) permission and the browser (site) permission must be allowed for the camera to start. If either is off, the camera will not initialize. For detailed steps to re-enable permissions, see How to enable Camera Permission.

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4. Keep only one browser tab open

If two or more tabs are open in the same browser while the camera is running, the camera may not work properly. Close all other tabs, keep only one, and try again.

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5. Check for camera-blocking apps

A corporate security app or an MDM (Mobile Device Management) app can restrict camera use. In-house security apps from some manufacturers are a common example. Disable the app and try again.

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6. Update Android System WebView (APK WebView)

If the camera does not initialize in an APK WebView environment, update Android System WebView and Chrome to the latest version from Google Play, then try again.
This is especially likely on devices with a fixed OS/WebView version, such as test-bed devices. getUserMedia support depends on the WebView version, so updating alone often resolves it.

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7. Continue in a Standard Browser (WebView Bypass)

If the camera still fails to open inside the in-app browser (WebView) after the steps above, you can finish verification by opening the same ID Check link in a standard browser.
1

Get the ID Check link from the service

Have the service (your provider) resend the ID Check (LiveForm) link via SMS, email, etc. If the app screen offers an “Open in default browser” option, you can use that instead.
2

Open it in a standard browser such as Chrome / Safari

Paste the link into the address bar of the phone’s default browser (Android: Chrome, iOS: Safari) and open it.
3

Complete verification

Finish the verification (ID capture, selfie, etc.) to the end. The result is reflected in the service the same as before.
For integrators (the provider)
  • To handle users getting stuck on the camera inside an app (WebView), provide a path to deliver the ID Check link to an external browser (e.g., SMS/email resend, an “Open in default browser” button, or a QR code).
  • When reopening externally, always use the system default browser. Reopening in an embedded browser such as Custom Tabs or SFSafariViewController can reproduce the same camera problem.
  • The verification result is delivered via Webhook and the Return URL (kycStatus / errorCode), so your service still receives the result even when the user completes verification in an external browser.
Caution when using one-time (token) linksA link with tokenId (Private Mode) or startValidUntil expires 3 minutes after first use, or once a submission with a decided KYC result (approved/rejected/pending) already exists — reopening the same link in a browser will send the user to an error page. In that case, the provider must issue a new link for the browser retry. A plain ?pid= link reopens normally as a new submission. If you need to keep the same user identity, reissue it with the same parameters such as userid / cf1.

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If the Problem Persists

If the methods above do not resolve the issue:
  1. Restart the device: Turn the device off completely and turn it back on.
  2. Try another standard browser: Try again in another standard browser such as Chrome or Safari.
  3. Contact support: If the problem persists, please contact customer support.
For the verified device/browser range, see Recommended Browsers and Devices. Devices running Android below 9 are not supported.