If you are having issues completing a video selfie, to complete it successfully clean your camera and try different lighting conditions in various rooms at various times of the day using different devices, browsers and wi-fi/data networks.
The tips below offer more detailed guidance on how to succeed. Please try them until you're successful:
Lighting:
- Take photos in a well-lit room
- Take photos in an evenly lit room
- Ensure there is no back or side-lighting causing shadows or partial darkness on the photos
- Ensure there is no glare or reflection
- Ensure the photo is not washed out
Quality of webcam
- Make sure your laptop or desktop is on a flat surface. Look straight at the camera and carefully follow the instructions on the screen
- Keep your face framed in the oval
- Take photos in an evenly lit room and ensure there is no glare or reflection
- Ensure there is no back or side lighting causing shadows or partial darkness on the photos
- Ensure the photo is not washed out
Multiple webcams
If you have multiple webcams, you can go to your browser settings and choose the default camera you wish to use. If you’re using Chrome, follow these instructions to choose your default camera:
- Go to ‘Settings’
- Click on ‘Privacy & Security’
- Go to ‘Site Settings’
- Under ‘Permissions’ on the Site Settings page, click on ‘Camera’
- Click on the drop-down arrow and select the camera you wish to use as your default camera
Using Brave browser
If you’re using Brave, you may be encountering an error that says “cross-site device recognition blocked”. To bypass this error, please disable your shields.
Please keep in mind that you may have to retry completing your video selfie with these tips repeatedly until you are successful. If you still have issues with this, please contact our support team and include a screenshot of the issue(s) and error message(s) you’re experiencing as well as your wallet address.