Why did I get a "We did not get permission to use your camera" error while trying to take a Selfie?

If you encounter this error during identity verification, selfie checks, or facial recognition steps on Coins.ph, it means your web browser or mobile operating system has blocked the website or app from accessing your camera.
                

This usually happens because:

• You accidentally clicked Block or Reject when the permission pop-up appeared.

• Your browser or phone settings automatically restrict camera access by default.

• An active browser extension, ad blocker, or privacy tool is blocking camera requests in the background.

How to Resolve the Error and Grant Camera Access

To complete your selfie verification, follow the steps below for your platform to unblock your camera:

1. For Web Browsers (Desktop & Mobile Web)

When you scan the verification QR code (provided by our partner, Zoloz) or initiate a selfie scan on your browser, explicit permission is required.

• Method A: Respond to the Browser Pop-Up When prompted on screen, click Allow to authorize camera access.

  

• Method B: Adjust Permissions Manually (If missed or blocked)

  1. Click the View Site Information icon (usually a padlock or "i" info symbol) on the left side of your browser's URL address bar.

     

  2. Select Permissions or locate Camera in the menu.

  3. Change the setting to Allowed.

     

  4. Refresh the page and try taking your verification selfie again.

2. For Android Mobile Devices

If the Coins.ph app is blocked by your system settings:

1. Open your device's Settings.

2. Select Apps (or Manage Apps / App Management).

3. Tap on Coins.ph.

4. Tap Permissions (or App Permissions).

   

5. Select Camera and choose Allow (or Allow only while using the app).

   

3. For iOS Devices (iPhone)

If your iOS settings are restricting camera access:

1. Open your phone's Settings.

2. Scroll down to your list of apps and tap Coins.ph.

3. Toggle the Camera switch to ON (Enabled).

   

Still Having Trouble?

If you have enabled camera access in your settings but continue to receive the error:

• Check background apps: Ensure another app (like Zoom, Teams, or your Camera app) isn't actively using your camera in the background. Close those apps and try again.

• Disable extensions: Temporarily disable ad blockers or security extensions that might interfere with script execution.

• Contact Support: Reach out through our official help center channels if you need additional assistance.

Our website/app asks for explicit permission from you to receive data from the camera on your device as shown through a pop-up on your browser.