Overview

Amazon requires sellers to complete a virtual identity verification process as part of account setup or periodic reviews. This video call-based verification can sometimes hit technical snags — from camera failures to frozen screens. This guide walks you through the most common problems and how to resolve them quickly so you can get verified without unnecessary delays.

Key Points / What Sellers Need to Know

• Browser compatibility matters — Amazon's virtual verification works best on specific browsers. Chrome is the recommended option across all platforms, while Safari works on iOS and Firefox is supported on desktop.
• Audio and video must be tested in advance — Microphone and camera issues are the most frequently reported problems during verification calls. Testing your setup before the scheduled appointment can save significant time.
• Document uploads have strict requirements — Only DOCX, JPEG, JPG, PDF, and PNG files under 4MB are accepted. Uploading unsupported formats or oversized files will cause failures.
• A stable internet connection is essential — Amazon recommends a minimum of 1.5 Mbps for the verification call. Switching between WiFi and mobile data or disabling VPNs can resolve many connectivity issues.
• Permission settings are a common culprit — Both camera and microphone permissions must be explicitly allowed in your browser for the verification to function properly.

Fixing Audio and Video Problems

Audio issues during the verification call are often the result of simple oversights. Start by checking whether your microphone is muted at the device or browser level, and make sure your device volume is turned up. You should also confirm that your browser has been granted microphone access — most browsers display a permission prompt the first time a site requests it, and denying it will silently block audio. If you are using headphones, verify that they are selected as the active playback device in your system audio settings. Closing any other applications that might be using audio, such as video conferencing tools or music players, can also resolve conflicts that prevent the verification system from accessing your microphone.