Phase 1: Quick Check and Fixes

1) Force-Close Background Apps (Camera Conflict): If an app like Instagram, Zoom, WhatsApp, or the default Camera app is running in the background, it may hold an exclusive lock on the camera hardware.

  • Solution: Swipe up and force-close all open apps, then reopen your app.

2) Restart the Phone: If the OS-level camera service crashed or got stuck in a permission deadlock, toggling settings won't help until the system restarts. A quick reboot fixes frozen media services immediately.

Phase 2: Check System & WebView Permissions

Method 1: Adjust Permissions

  • Reset App Permissions: Go to Settings > Apps > [Your App] > Permissions > Camera. Switch it to "Don't Allow", back out, and then set it back to "Allow only while using the app."

  • Check Chrome/System WebView Permissions: Go to Settings > Apps > Chrome (or default browser) > Permissions > Camera and make sure it is allowed.

  • Check Sensor Privacy Toggles: Swipe down the quick settings shade and make sure the global "Camera Access" toggle isn't turned off.

Method 2: Try Mobile Browser Workaround (Most Reliable)

If the embedded WebSDK inside your app remains stuck, bypassing the in-app view using a dedicated web browser almost always works.

  1. Have the user copy the Sumsub verification link / web URL.

  2. Open Safari (iOS) or Chrome (Android) directly.

  3. Paste the link into the browser tab and tap Allow when prompted for camera access.

Phase 3: Contact Customer Service

If during the KYC process, you drop off and can not continue. You can contact our customer service for help.