If you're having difficulty completing the video selfie step for Civic Pass verification, here are some important tips to help you succeed. Many users are able to resolve the issue by adjusting lighting, trying different devices, and checking browser settings.
General Troubleshooting
To complete your video selfie successfully, we recommend:
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Cleaning your camera
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Trying different lighting conditions in various rooms at different times of day, especially natural light
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Switching between devices (desktop, laptop, mobile)
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Using different browsers (Chrome, Firefox, Brave, Safari)
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Trying different Wi-Fi or mobile data networks
- Try using a different wallet address
Lighting Tips
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Use a well-lit room with even lighting across your face
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Avoid backlighting or side-lighting that causes shadows or partial darkness
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Ensure there is no glare or extreme lighting, reflection, or blurr on your camera
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Make sure the image isn’t washed out by too much direct light
Using Multiple Webcams
If you have more than one webcam connected to your computer, you may need to manually select which one to use:
In Chrome:
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Open ‘Settings’
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Click ‘Privacy & Security’
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Select ‘Site Settings’
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Under ‘Permissions,’ click on ‘Camera’
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Use the dropdown to choose your preferred camera
Using Brave Browser
If you're using Brave and seeing a “cross-site device recognition blocked” error, disable your shields in the browser to allow the video selfie process to complete
Still Having Trouble?
Please email us at support@civic.com or create a ticket at #contact-us on Discord. Please make sure to provide us with your wallet address, blockchain, Civic Pass type, website and a description of the issue and troubleshooting steps you've tried so we can take a closer look at this for you.