Here are a few common troubleshooting tips if you are having trouble completing all steps of the online information request that has been sent to you by your solicitor or law firm:
I received a warning about using an unsupported browser
I received a warning about using an unsupported browser
Google Chrome, Safari, Firefox, Edge will all work correctly. We, unfortunately, cannot support Internet Explorer.
We also recommend using the Chrome browser to complete your request if using an Android phone.
I don't have my ID document to hand - can I still complete the checks?
I don't have my ID document to hand - can I still complete the checks?
If you do not have your ID document or passport available you will need to complete the checks at a later time when you do have your document available to upload.
My screen is black when trying to take a video or photo on your mobile phone - what should I do?
My screen is black when trying to take a video or photo on your mobile phone - what should I do?
If your screen looks like the below screenshot - click the Safari logo in the bottom right-hand corner to open the app in a separate application. If it still isn't working follow the instructions in the below step for My Camera or microphone isn't working.
My Camera or microphone isn't working
My Camera or microphone isn't working
Mobile devices
If you are accessing the link on your mobile phone and you are having trouble taking a picture of your photo ID, it's likely that your camera needs to be enabled.
Follow the instructions below to check your camera is enabled for the browser you are using on your device.
iPhone users
We recommend using Safari as the browser to complete your request on an iPhone. Please follow these steps to ensure that the camera permissions are enabled with Safari.
Open iPhone 'Settings'
If you're not sure where this is, drag down on the screen when you are on the iPhone homepage, and search for 'Settings'. Then select the Settings icon that appears.
Scroll down and select 'Safari'
In the Settings app, scroll down until you see the option for Safari. Tap it.
Scroll down to the bottom of the screen and select 'Camera'
Under website settings at the very bottom of the list should be 'Camera'. Tap it.
Click 'Allow'
Under 'Camera access on all websites' click 'Allow'.
Please also ensure 'Microphone' is enabled
You will also need to enable the microphone in order to record a video to confirm your identity later in this process. Tap this and select 'Allow' if it is not already enabled.
Refresh the page and try to complete the photo ID task again
If this doesn't work, but you are able to take a photo using another application or device, please follow these instructions on how to upload this photo manually.
Android users
We recommend using the Chrome browser to complete your request on an Android phone. Please follow these steps to ensure that the camera and microphone permissions are enabled in Chrome. Please note that all Android devices are slightly different, so these instructions may vary slightly from what you see.
Click the options (horizontal dots) icon by the search bar
Whilst you're viewing the Identity Verification page, click the dots icon in the top right hand corner of the page to view the options menu for Chrome.
Tap 'Settings' at the bottom of the menu
Towards the bottom of the menu should be the Settings option. Tap it.
Scroll down to 'Site settings' and tap it
This is likely hidden at the bottom of the menu. Scroll down until you can see it, then tap it.
Scroll down to 'Camera' and tap it
Scroll down until you can see 'Camera' in the list. Tap it.
Make sure the toggle is switched on
If it is not turned on already, tap the toggle so it is switched on.
Please also ensure 'Microphone' is enabled
You will also need to enable the microphone in order to record a video to confirm your identity later in this process. Tap this and toggle it on if it is not listed as 'Ask first'.
Refresh the page and try to complete the photo ID task again
If this doesn't work, but you are able to take a photo using another application or device, please follow these instructions on how to upload this photo manually.
Laptop and desktop devices
We recommend you also check you have enabled the camera if you are completing the video process on your laptop.
Safari + Chrome for Mac users
Choose Apple menu
Open System Preferences
Click Security & Privacy
Press Privacy
Select Camera
Select the tick-box next to the app/browser you need to allow camera access. This will allow it to access your camera and can be switched off again once you have completed your ID verification process.
Chrome for Windows/PC users
Open Chrome and select the Chrome menu, represented by three vertical dots in the upper-right corner.
Select Settings
Scroll down and select Advanced.
Under the Privacy and security section, select Site Settings.
Select either Camera or Microphone to access either setting.
Enable cross-website tracking
If allowing camera and microphone access doesn't work, you may also need to enable cross-website tracking in the settings of your phone.
Instructions for iPhone users:
Open settings on your phone, go to the browser you are using and make sure 'Allow Cross-Website Tracking' is enabled (towards the bottom of the menu).
Instructions for Android users with Chrome:
Instructions for laptop/desktop users:
Are scans and photocopies accepted?
Are scans and photocopies accepted?
Your ID will need to be submitted in the form of a photo, scans or photocopies will not be accepted.
How to disable browser ad blockers?
How to disable browser ad blockers?
If certain onscreen elements are not loading, or it appears as though a step or button is missing, this may be because you have an advertisement blocking extension which is incompatible with our platform. Please review and disable these, followed by reloading the page.
For Google Chrome users on a Computer or Android device
Visit the following step-by-step instructions from Google here.
For Safari users on a Computer or iPhone
Laptop / Computer: Safari > Preferences > Extensions
iPhone: Settings > Safari > Extensions
I can take a photo of my ID, but can't upload it
I can take a photo of my ID, but can't upload it
Is your phone displaying an 'insufficient memory' warning message?
Yes
An easy way to clear some memory on your phone is by deleting unused apps that you are sure you do not need, then restarting your phone again. You can read more about this here. Alternatively, if you are able to take a photo of your ID of your device using another device or application, you may be able to upload it manually by following the steps below.
No
We are aware of some intermittent issues with uploading photos, and are currently investigating. If you have access to another device, please use this instead. If you are able to take a photo of your ID using another method, you can also upload the photo manually by following the steps below.
I can take a photo, but it sends me back to an earlier step
I can take a photo, but it sends me back to an earlier step
We are aware of some intermittent issues with uploading photos, and are currently investigating. If you have access to another device, please use this instead. If you are able to take a photo of your ID using another method, you can also upload the photo manually by following the steps below.
I can't open the link on my smart phone or tablet
I can't open the link on my smart phone or tablet
Most of the information request can be completed on a desktop computer. However this step must be completed on a smart phone or tablet with a functioning camera.
Still having trouble?
Still having trouble?
If you still cannot complete the flow successfully please contact your law firm or solicitor directly and they be able to advise alternative options.
You can also contact Legl Customer Support via the live chat messaging function in the bottom right of the screen.