There may be several reasons why your selfie photo is not being accepted, or why you are having trouble taking a selfie photo. Here are 4 common problems that you may come across as you attempt to complete your ID verification with us.

Please note that the following are only examples of common errors that you may be facing.

Common Error #1: No Face Detected

This issue may arise because the photo you have taken is not bright enough for the system to recognise your facial features, or because your face is not fully in frame of the captured photo.

Before taking your photo, make sure that your face is either inside the white oval on the dimmed, black screen, or be in a relatively bright location so that your face can be seen clearly.

Common Error #2: Multiple Faces Detected

This issue may arise because the photo you have taken has detected multiple faces in one image.

Before taking your photo, make sure that there is only your face in the image and that there are no other detectable faces in the background.

Common Error #3: Connection Lost, or Something's Gone Wrong

This issue may arise because your internet connection has cut off before or at the very moment that your selfie photo is trying to be processed or uploaded.

Whilst your regular internet connection may be functioning properly, there may be certain factors blocking your connection from allowing the ID verification system to proceed. If you run into this error, you can try one or more of the following:

  • Check that your internet connection is working on other sites

  • Ensure that your browser or phone does not have privacy settings that prevent the Caleb & Brown site from proceeding

  • Use a browser or device that does not have activated or in-built proxies, VPNs, or site blockers

  • Refresh the webpage and retry the process again

  • Use a different device, such as another mobile phone, tablet, or computer

  • Clear your browser cache or cookies

If you are still unable to proceed, or if you are not sure how to do any of the suggestions above, you can reach out to our Support team; learn how to contact us at the bottom of this Help Article.

Common Error #4: No Camera Detected, or Camera Access is Denied

This issue may arise because the device you are using to verify your ID does not have an in-built or accessible camera, or you haven't allowed the webpage to access your camera.

If you run into this error, you can try one or more of the following:

  • Retry the application using a different device that you know has a working camera or webcam

  • Click the lock icon (🔒) on the left of the website URL at the top of the browser page; once opened, you can direct yourself to either 'Permissions', 'Camera' or 'Site Settings' (this depends on the browser you are using) and check that you have given permission or 'allowed' for your camera to be used

  • Refresh the webpage and retry the process again


If you have any questions or issues, know that we are here to help you step-by-step. You can ask our Customer Support through the Chat button in the bottom right corner of the page, call our support help desk on +61 1800 849 149 (Australia/International) or +1 (844) 494 6515 (North America), from 7am to 5pm (AEST), or by submitting an enquiry on our website.

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