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

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy USA guide

Short answer

Stop repeated attempts before they cost more time. Ask airline staff for the available non-app route for boarding; for U.S. entry, follow on-site arrival-processing signs or ask CBP staff where to go, and explain that the app photo step is unavailable.

Do not do these things

  • Do not keep retrying the app while a check-in, bag-drop, or boarding deadline is getting closer.
  • Do not give your unlocked phone, passport, or account login to a stranger offering to fix the problem.
  • Do not try to spoof a live scan with a photo or video or use someone else’s identity.
  • Do not factory-reset or wipe the phone while you still rely on it for trip details, tickets, payment, or contact information.
  • Do not assume that an airline app, a CBP mobile app, and an airport facial-comparison camera use the same process.

What to do now

  1. Save the details you can still access and go to staffed help.

    • Save or write down your airline, flight number, booking reference, and destination.
    • For boarding, go to the airline counter, customer-service desk, or gate agent and say: “The app requires a face scan, but my phone camera is not working. What non-app check-in or boarding-pass route is available?”

  2. If Mobile Passport Control is failing, stop retrying after a brief attempt.

    • The Mobile Passport Control app includes a photo step as part of the submission.
    • If you cannot complete the app submission, follow the on-site signs for arrival processing or ask CBP staff where to go. Tell them that you need the non-app route.

  3. If you use Global Entry, separate the mobile app from the airport portal.

    • The Global Entry mobile application uses a mobile-device photo.
    • A Global Entry Touchless Portal has its own cameras, so a broken phone camera does not by itself prevent you from using an available portal.
    • Follow signage or ask a CBP officer which available Global Entry or other arrival-processing route to use.

  4. Try only a brief, low-risk camera check if it will not delay staffed help.

    • Restart the phone.
    • Check that the app has camera permission.
    • Close other apps that may be using the camera.
    • Try the other phone camera if the app allows it.
    • If the scan still fails, stop troubleshooting and return to the staffed route.

  5. If the problem is an airport facial-comparison step rather than an app, ask staff what alternative processing is available.

    • Tell the airline representative or CBP officer that the facial-comparison step is not working or that you need help with the available processing route.
    • Requirements can differ by traveler status, so follow the instructions given for your situation.

  6. Use another device only after asking staff whether it is necessary.

    • Use a device you trust and control where possible.
    • If you choose to use a trusted companion’s device, stay with the device, log out afterwards, and remove saved passport images or account details.

What can wait

  • You do not need to work out whether the cause is a hardware fault, a permission setting, or an app bug while a travel deadline is approaching.
  • You do not need to replace the phone before asking staff for the available route.
  • You do not need to file a complaint or make a long-term travel-tech plan while you are trying to get through the immediate journey.

Important reassurance

A failed phone camera does not automatically mean there is no route forward. Tell staff what failed so they can identify the available route for your airline, airport, and traveler status.

Scope note

These are first steps for the immediate travel problem only. Later decisions about phone repair, account security, complaints, or future travel setup may need specialist help.

Important note

This is general information, not legal, medical, financial, therapeutic, professional, or personalised advice. Airline and CBP procedures can vary by airport, route, app, and traveler status. Follow instructions from airline staff and CBP officers for your situation.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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