Help..HooYu keeps saying NO!

[Mammajay]

Help..I need to confirm my ID with HooYu but Liveness check keeps saying unable to access browser camera. please close any applications. Alternatively you can change your browser or continue this request on your mobile by following the link below. I am trying to do this on my android phone. If i close the link I go back the the unable to access camera message. I have done the first part of the HooYu process which uses their camera icon to photo id documents but am really stuck now!!

Do you know what the default browser is on your phone? If you click on this link, for example, what does it look like? https://www.bbc.co.uk

On my phone it looks like this, which I can tell is the Edge browser.

What I would think is happening is your default browser is set up not to allow access to the camera, so before fixing it, we need to know which browser your phone uses by default.

I should say, the other thing you can try (in case the app is opening up some weird browser of its own) is long pressing on the URL where it says 'continue this request on your mobile by following the link below'. You should get a pop up asking you if you want to copy the URL. If you choose that option, you can then go to Chrome or Edge or whatever you have installed on your phone and paste the URL in there. At a minimum you might get a better error message that way telling you what to do.

Thanks for your help.It says Chrome in my apps list. There wasn't an URL in the message.

It says 'following the link below' - whatever it is you're then meant to click on has got a URL. Can you post a screenshot of this page in HooYu? And what does the screen look like when it tells you 'unable to access browser camera'? Does it look as if you're in Chrome at that point? If so, you could try following these instructions to allow camera:

I have uploaded the start and end of message ( had to photo the email..I'm rubbish at tech stuff) I am very grateful for your help tribpot

Alas your second picture isn't scrolled far enough down to see what they mean by 'the link below', could you have another go?

Alternatively, that button in the first picture that says Continue on might well be a URL, you could try long pressing on that.

Thanks for all of your help. I think I will go into the bank tomorrow to get it sorted out. My tech savvy is quite limited!