What to do if…
an airline or border app requires a face scan and your phone camera is not working

What to do now

1. Keep proof of the booking visible.

   • Save or screenshot your booking reference, e-ticket, airline email, payment receipt, and any trip details the app still shows.
   • Keep your passport or travel document in your hand luggage, not in checked baggage.

2. For boarding, go to airline staff now.

   • Go to the airline check-in desk, customer service desk, bag drop desk, or gate staff.
   • Say: “The app requires a live face scan but my phone camera has failed. I need a manual document check and a boarding pass or another way to complete check-in.”
   • Ask staff to note that you presented yourself before the cutoff if time is close.

3. For UK arrival, use the staffed border route if automation fails.

   • If an eGate or automated check cannot process you, follow signs or staff instructions to speak to a Border Force officer.
   • Present your passport and answer only what you are asked.
   • If the issue is a digital permission such as an ETA or eVisa, tell the officer or airline staff that the app could not complete because the camera failed.

4. Try one short, safe camera fix only if it will not cost you time.

   • Restart the phone.
   • Check that the app has camera permission in phone settings.
   • Close other apps that may be using the camera, such as video calls or QR scanners.
   • Try the front or back camera if the app gives that option.
   • If it still fails, stop troubleshooting and stay with the staffed route.

5. If this is for a UK government identity app away from the airport, switch to an official alternative.

   • For a UK ETA, use the online application route if the app cannot use your camera.
   • For the UK Immigration: ID Check app, use the official help route shown in the guidance if scanning or the face check will not work.
   • For GOV.UK One Login or GOV.UK ID Check identity checks, return to the government service you were using and look for another way to prove your identity, or use the official contact route.

6. Use another device only if you trust it.

   • Prefer a device you control.
   • If you use a trusted companion’s phone, stay present, log out afterwards, and check that passport, face, or identity images are not left in their photos, files, downloads, or app account.

7. Escalate calmly if a cutoff is close.

   • Ask for a supervisor.
   • Repeat the same short sentence: “My camera has failed, so I cannot complete the live face scan. I need the manual document check or official alternative route.”