Barclays app: "Video capture didn't work. Please try again.'

harz99

@kuepper, my wife has had exactly the same problem this morning...we're not going to bother with Barclays anymore!

MoneySaverUK123

I am also having the exact same problem as the original poster.  I am using a Samsung Galaxy A14, running the latest version of Android 13.  When it comes to the video capture stage for the identity check, it asks me to look over my right or left shoulder, the screen looks a bit "faded" at that point, as if the lighting isn't quite right.  I don't know if that is what is causing the problem.

When I was in the process of starting the Barclays opening a new account, the app asked me if it was OK to gp ahead and allow permission to use the camera and also the microphone.  I said yes to both.

kuepper

MoneySaverUK123 said:

I am also having the exact same problem as the original poster.  I am using a Samsung Galaxy A14, running the latest version of Android 13.  When it comes to the video capture stage for the identity check, it asks me to look over my right or left shoulder, the screen looks a bit "faded" at that point, as if the lighting isn't quite right.  I don't know if that is what is causing the problem.

When I was in the process of starting the Barclays opening a new account, the app asked me if it was OK to gp ahead and allow permission to use the camera and also the microphone.  I said yes to both.

I tried it in excellent daylight in case indoor lighting was the cause but it still wouldn't work. A DM to their X(Twitter) account @BarclaysUKHelp might help nudge them to look into it if they realise more ppl are experiencing the same problem.

tryin

I suspect it isn't the phone version causing issues, but the way you are doing the video. Try it with the phone a bit further away from your face or a bit closer

kuepper

I succeeded with the video today and opened an account and paid money in from an external account but while doing that I was timed out and when I tried to sign into the app again I couldn't get past the initial code. Then got amazing help from Becca on their X account and now all looks good for the switch!

MoneySaverUK123

Congratulations.  You mentioned you got help.  Please can you tell me how you got it to work.  I am still stuck on the video capture didn't work error message.  I went in to a branch, and was there for an hour and a half.  None of us could get it to work.  The problem has been logged, but no solution has yet been found.  It's bizarre.

Also, regarding this forum, I never get any email notifications that anyone has replied to any of my replies on any of the posts that participate in.  This is something new.  If I don't reply promptly to any one replying to this thread, it's because I am not aware of any replies until I actually go back to the forum, and check the forum threads.

kuepper

MoneySaverUK123 said:

Congratulations.  You mentioned you got help.  Please can you tell me how you got it to work.  I am still stuck on the video capture didn't work error message.  I went in to a branch, and was there for an hour and a half.  None of us could get it to work.  The problem has been logged, but no solution has yet been found.  It's bizarre.

Also, regarding this forum, I never get any email notifications that anyone has replied to any of my replies on any of the posts that participate in.  This is something new.  If I don't reply promptly to any one replying to this thread, it's because I am not aware of any replies until I actually go back to the forum, and check the forum threads.

I didn't get any help with the video I just tried it again and for whatever reason it worked, it was a better lit room with more light on my face perhaps but that's all I can think of....

Yes it's frustrating having to check back all the time, I'm surprised there's no box to tick to get notified of replies

boingy

The forum email notifications have stopped for me too. They've been like that for a few days now.