Why isn't the Mobile Check Deposit taking the photo of the check?

[wildlark]

I am attempting to deposit a check via the mobile deposit. I have followed the instructions, but when I attempt to take the photo of the front and back, it immediately goes back to the balance page and nothing happens. I have rebooted my phone and have uninstalled and reinstalled the app.

[ryanwanner]

Hello @wildlark !

That's odd... I haven't seen this issue at all. The only thing I can think of is at some time you restricted app access to the camera?

On iOS, head to the Settings app. Scroll allllll the way down to the Square app, tap it. Make sure Camera is enabled. I know you can do this on Android devices too, but I'm not sure where to go for that.

Please let us know if this works!

[wildlark]

Thanks for the tip. There were no restrictions on the camera usage in my settings.

In order for the app to take the photo, it seems that my phone must be plugged in. I can't confirm if this will work every time, but after spending an embarrassing amount of time trying to get it to work, I plugged it in and then tried again. It wasn't smooth, but it worked.

[ryanwanner]

🤔okay that's just odd. I'm going to tag one of the contacts from the banking team on this one. @michelle_m , any ideas here??

[michelle_m]

Hi all! 👋 A very delayed follow up here, but just wanted to share that our team looked into this issue and has rolled out an update that should've resolved it. If you continue to experience any issues, please let us know!

Thanks so much for helping us catch this! 🙏