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Taking photos

I see a "Failed to capture screenshot and/or the Play icon" error when I take a photo.

Fix the Failed to capture screenshot or Play icon error by turning off Low Power Mode and charging your device so video capture is not limited.

1 min read

This guide is for individuals going through a Persona-powered identity verification flow. While we’ve included helpful tips, the verification was set up by the business, service, or organization that asked you to verify. They use Persona as a tool, and they ultimately decide what’s required and can assist with your specific situation, if you’re having trouble.

If you’ve encountered this issue, check that your device has Low Power Mode turned off and is sufficiently charged.

Your device limits video function to save battery power. This is why you see the failed to capture message when trying to submit your government ID or selfie.

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Who can help

The business that asked you to verify

They set up the verification, see the result, and decide what happens next, so they are the ones who can help with your result, what they need from you, or another try. Look for their help or contact page in the app, site, or email where your verification started.

Need to reach Persona instead?

Persona provides the verification tool for the business that asked you to verify, but it cannot approve, re-run, or override their decision. For any problem with your verification, including a page that will not load or a button that does nothing, we recommend contacting the app or service you are trying to access, which is named in the verification flow.

If you would still like to reach Persona, you can contact Persona support.

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