--- title: Camera or ID document problems during online check-in description: What to do if the camera doesn't open or your ID document can't be read while you complete your online check-in. --- [Skip to content](https://support.chekin.com/en/camera-or-id-document-problems-during-online-check-in#main-content) - [English](https://support.chekin.com/en/camera-or-id-document-problems-during-online-check-in) - [Čeština](https://support.chekin.com/cs/camera-or-id-document-problems-during-online-check-in) - [Deutsch](https://support.chekin.com/de/camera-or-id-document-problems-during-online-check-in) - [Español](https://support.chekin.com/es/knowledge/camera-or-id-document-problems-during-online-check-in) - [Français](https://support.chekin.com/fr/camera-or-id-document-problems-during-online-check-in) - [Italiano](https://support.chekin.com/it/camera-or-id-document-problems-during-online-check-in) - [Português](https://support.chekin.com/pt/camera-or-id-document-problems-during-online-check-in) English Show submenu for translations [More support](https://support.chekin.com/en/kb-tickets/new?hsLang=en) ![imagotype-new-chekin-landscape-2-1.png\]](https://support.chekin.com/hs-fs/hubfs/imagotype-new-chekin-landscape-2-1.png?width=100&height=40&name=imagotype-new-chekin-landscape-2-1.png) Open main navigation Close main navigation - - [English](https://support.chekin.com/en/camera-or-id-document-problems-during-online-check-in) - [Čeština](https://support.chekin.com/cs/camera-or-id-document-problems-during-online-check-in) - [Deutsch](https://support.chekin.com/de/camera-or-id-document-problems-during-online-check-in) - [Español](https://support.chekin.com/es/knowledge/camera-or-id-document-problems-during-online-check-in) - [Français](https://support.chekin.com/fr/camera-or-id-document-problems-during-online-check-in) - [Italiano](https://support.chekin.com/it/camera-or-id-document-problems-during-online-check-in) - [Português](https://support.chekin.com/pt/camera-or-id-document-problems-during-online-check-in) English Show submenu for translations - [More support](https://support.chekin.com/en/kb-tickets/new) - [Chekin website](https://chekin.com/) [Chekin website](https://chekin.com/) Hi, how can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://support.chekin.com/en?hsLang=en) 2. [Others](https://support.chekin.com/en/others?hsLang=en) # Camera or ID document problems during online check-in ## What to do if the camera doesn't open or your ID document can't be read while you complete your online check-in. During the online check-in, the accommodation may ask you to scan your ID card or passport with your device's camera and, in some cases, to take a selfie to verify your identity. For this, your browser needs permission to use the camera. If something doesn't work, follow these steps in order. ## 1. Allow access to the camera 1. When your browser asks whether the page can use the camera, select **Allow**. 2. If you selected **Block** or **Don't allow** by mistake, you can change it in the browser's settings for the page, usually from the lock icon next to the address bar. You will find a step-by-step guide for each browser at the end of this article. 3. **Refresh the page** after changing the permission. The change only takes effect once the page has been reloaded. **Important:** if the camera is blocked, you won't be able to use the scanner and will have to enter your details manually. You also won't be able to complete the identity verification if the accommodation requires it. ## 2. Try another browser or device - If the camera still doesn't open, try another browser: Chrome, Firefox, Microsoft Edge or Safari. - You can also continue on another device, for example your mobile phone. The online check-in page adapts to mobile devices. - To open the check-in on another device, use the link you received from the accommodation or the **share** option on the check-in page. Copying the address from the browser bar won't open the page. ## 3. If your document can't be read The scanner reads the **MRZ code** of the document: 2 or 3 lines of letters, numbers and «\<» symbols. On passports it is on the main page; on ID cards it is usually on the back. - Take the photo in **good light**. The result depends on the lighting and on the quality of the camera and the picture. - Make sure the MRZ code is **fully visible and in focus**. If the photo is not accepted, take it again until the scanner accepts it. - Depending on how the accommodation has set up the check-in, you may be asked to photograph the front of the document or the MRZ code. Follow the instructions on the screen. - The scanner only captures the information contained in the MRZ code. If a field is empty or incomplete after scanning (for example, a long name that has been cut off, or the expiry date of some French ID cards), complete it manually. ## 4. If the selfie doesn't match If the accommodation also asks for a selfie, take it in good light, like the photo of the document: the system compares both pictures. If the result is negative, you can repeat the process. If you continue without a positive result, the accommodation may ask you to repeat the identity verification later, without having to enter your details again. ## 5. Still not working? Contact the accommodation that sent you the check-in link. Tell them which device and browser you are using and what you see on the screen. They can see the status of your registration in their booking. ## Step-by-step guides by browser **On a computer** - [Allow access to the camera in Chrome](https://support.chekin.com/en/allow-access-to-camera-in-chrome-chekin-help-center?hsLang=en) - [Allow access to the camera in Firefox](https://support.chekin.com/en/allow-access-to-camera-in-firefox-chekin-help-center?hsLang=en) - [Allow access to the camera in Microsoft Edge](https://support.chekin.com/en/allow-access-to-camera-in-microsoft-edge-chekin-help-center?hsLang=en) - [Allow access to the camera in Safari](https://support.chekin.com/en/allow-access-to-camera-in-safari-chekin-help-center?hsLang=en) **On a mobile phone or tablet** - [Allow access to the camera in Chrome (mobile/tablet)](https://support.chekin.com/en/allow-access-to-camera-in-chrome-mobile/tablet-chekin-help-center?hsLang=en) - [Allow access to the camera in Firefox (mobile/tablet)](https://support.chekin.com/en/allow-camera-access-in-firefox-mobile/tablet-chekin-help-center?hsLang=en) - [Allow access to the camera in Microsoft Edge (mobile/tablet)](https://support.chekin.com/en/allow-access-to-camera-in-microsoft-edge-mobile/tablet-chekin-help-center?hsLang=en) - [Getting Started](https://support.chekin.com/en/getting-started?hsLang=en) - [Integrations & iCals](https://support.chekin.com/en/integrations-icals?hsLang=en#main-content) - [PMS Integrations](https://support.chekin.com/en/integrations-icals?hsLang=en#pms-integrations) - [Police & Statistics](https://support.chekin.com/en/police-statistics?hsLang=en) - [Upselling](https://support.chekin.com/en/upselling?hsLang=en) - [Remote Access Integration](https://support.chekin.com/en/remote-access-integration?hsLang=en) - [Premium Features](https://support.chekin.com/en/premium-features?hsLang=en) - [Basic Features](https://support.chekin.com/en/basic-features?hsLang=en) - [Legal requirements](https://support.chekin.com/en/legal-requirements?hsLang=en#main-content) - [Stats connection](https://support.chekin.com/en/legal-requirements?hsLang=en#stats-connection) - [Police connection](https://support.chekin.com/en/legal-requirements?hsLang=en#police-connection) - [E- Invoicing](https://support.chekin.com/en/legal-requirements?hsLang=en#e-invoicing) - [First steps](https://support.chekin.com/en/first-steps?hsLang=en) - [Others](https://support.chekin.com/en/others?hsLang=en) - [Account](https://support.chekin.com/en/account?hsLang=en) - [Integrations](https://support.chekin.com/en/integrations?hsLang=en#main-content) - [PMS and Channel managers](https://support.chekin.com/en/integrations?hsLang=en#pms-and-channel-managers) - [Smart locks](https://support.chekin.com/en/integrations?hsLang=en#smart-locks) - [SDK](https://support.chekin.com/en/sdk?hsLang=en) - [Inbox](https://support.chekin.com/en/inbox?hsLang=en) [![chekin-imagotype-whitebg](https://support.chekin.com/hs-fs/hubfs/Logos/chekin-imagotype-whitebg.jpg?width=209&height=84&name=chekin-imagotype-whitebg.jpg "chekin-imagotype-whitebg")](https://chekin.com/) Copyright © 2025, Chekin