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>Cameraand 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.
- Have the user copy the Sumsub verification link / web URL.
- Open Safari (iOS) or Chrome (Android) directly.
- 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.