Please be informed that the account verification (KYC) process is a mandatory step at Indodax to ensure data security and the legality of every member before trading digital assets. However, some users encounter technical difficulties when trying to take a photo of their ID card (KTP) or during facial verification, with the notification "Sorry, it looks like there's a problem with your camera" appearing.
If you experience this, there is no need to worry. This notification is generally not due to physical damage to your phone's camera, but rather a system access permission issue. Here are the explanations and practical solutions:
App is Not Allowed to Use the Camera: The most common cause is that the Indodax app you are using has not been granted permission by the phone's operating system (Android/iOS) to access the camera. For privacy reasons, the phone will automatically block the camera until you grant permission manually.
Cache Buildup or Full Memory: Apps that have been used for a long time will accumulate junk files (cache). If the app's processing memory is full, the system will fail to load the camera feature in real-time and trigger an error message.
Camera is Being Used by Another App: If there are other apps in the background that are currently accessing the camera (such as WhatsApp, Instagram, or scanning apps), the Indodax app will not be able to open the camera at the same time.
Easy Steps to Fix It
Please follow this simple troubleshooting guide so that your verification process runs smoothly:
Grant Camera Access Permission (Android & iOS): Go to your phone's "Settings" menu, then select Apps, look for Indodax, and click Permissions. Make sure the "Camera" section is changed to "Allow".
Clear App Cache: Go to your phone's Settings, then select the "Apps" menu, look for Indodax, and select "Storage". Then click "Clear Cache". After that, reopen your Indodax app.
Close All Other Apps: Close or force close all apps running in the background to ensure there are no conflicts with camera sensor usage.
Ensure Sufficient Lighting: Sometimes, the system detects a "problematic camera" if the room is too dark, preventing the sensor from clearly detecting your face or the text on your ID card. Perform the verification in a brightly lit room.
Please be informed that the "Problematic Camera" notification is merely a technical synchronization issue between the phone's system and the Indodax app. By re-checking the camera access permissions in your phone's settings, this issue can usually be resolved in minutes. If the steps above have been followed but the issue persists, you can contact our support service at Email: support@indodax.com, Call Center: (021) 5065-8888, and the Live Chat Feature on the Indodax App and Website for further information