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.
The usual causes
A black camera feed in a verification flow usually comes from one of these:
- The camera permission was denied or reverted in the browser.
- A different program, like a video call, is holding the camera.
- The page loaded before the camera was ready, or it needs a refresh.
- On a laptop, you have a camera privacy slider or shutter closed.
Fixes to try
- Check the browser’s camera permission and allow it for this site. See camera turned off by the browser for the steps.
- Close other apps and tabs that use the camera.
- Refresh the page and re-enter the flow.
- Open any physical camera shutter or privacy switch on your device.
- If nothing works, try the flow on another device. See camera won’t work for more.