TABLE OF CONTENTS


Summary

This article outlines the error messages 'Missing Token' and 'Access Denied', and provides instructions for how to resolve the errors.


Error code: Missing Token/Form not opening

This problem can occur if the page has been reloaded, or if the link to the page was copied and inserted into a new window/tab/browser without loading properly. 



To solve this, re-open the form from the "Open verification form" button received in the email. Or alternatively, if you would like to right click the "Open verification form" button and copy the link, you must right click the button and click on "copy link" and then insert it into your browser. 

(Please note: The First AML forms work best on Google Chrome and Safari)




Error: "Device Incompatible" — unable to access your camera or microphone





This error message displays when your device cannot detect a usable camera or microphone.



If your device doesn't have a camera

Try a different device instead — a computer, tablet, or smartphone with a built-in camera.


If your device has a camera but the form can't access it

Follow the steps for your device and browser below.


iPhone / iPad users

 



Safari Browser (Apple Default)


Safari usually asks for camera access each time you join a call. This is a privacy setting controlled by Apple.



 If you're not prompted, or access still doesn't work, try the following:

1. Refresh the call

  • Refresh the Safari tab
  • You should be alerted for Camera Access
  • Tap "Allow"


If that doesn't work, see the steps below



2.  Check browser camera access

  • Click on the "AA" and then "Website Settings" at the top right


  • Click on "Camera" to expand the options, then choose either "Ask" or "Allow".

If that doesn't work, see the steps below


3. Check camera access is enabled on iOS

  • Open the Settings app
  • Tap on Safari 
  • Click on "Camera" then you can confirm that "Ask" or "Allow" is checked for both.
  • Retry the "Refresh the call" steps, above.





Chrome Browser

Chrome usually asks for camera and microphone access each time you join a call. This is a privacy setting controlled by Apple at the iOS level. If you're not prompted, or access still doesn't work, try the following:


1. Refresh the call

  • Refresh the Chrome tab
  • You should be alerted for Camera Access
  • Tap "Allow"

If that doesn't work, see the steps below


2. Check camera access is enabled on iOS

  • Open the Settings app
  • Tap on Chrome
  • Confirm that "Camera" is toggled on.
  • Retry the "Refresh the call" steps, above.



Mac users 

Safari Browser (Apple Default)


Safari usually asks for camera and microphone access each time you join a call. This is a privacy setting controlled by Apple. 



If you're not prompted, or access still doesn't work, try the following: If not, please follow the steps below:


1. Refresh the call

  • Refresh the Safari tab
  • You should be alerted for Camera Access
  • Click "Allow"


If that doesn't work, see the steps below



2.  Check camera access on MacOS


Click the Apple menu -> System Settings -> Privacy & Security -> Confirm that "Camera" is toggled on for Safari.

Retry the "Refresh the call" steps, above



Chrome Browser

Chrome usually asks for camera and microphone access each time you join a call. This is a privacy setting controlled by Apple at the macOS level. If you're not prompted, or access still doesn't work, try the following:


1. Refresh the call

  • Refresh the Chrome tab
  • You should be alerted for Camera Access
  • Click "Allow"

If that doesn't work, see the steps below


2. Check browser camera access

  • Click on the three dots at the top right, and then click on the "Settings"


  • Click on "Privacy and security" and then the "Site settings"
  • Click on the right arrow head on the right of the form link


  • Set "Camera" to "Ask" or "Allow"


  • Retry the "Refresh the call" steps, above.


3. Check camera access on MacOS

  • Click the Apple menu -> System Settings -> Privacy & Security -> Confirm that  "Camera" is toggled on for Chrome



Once you have allowed access to the camera, you will need to re-open the online form by clicking on the link in the email again.




Android users (Google Chrome)



Make sure you're using Google Chrome, then check your camera permissions in two places:

  1. Click the three dots in the top right corner:

  2. Click on settings:

  3. Once you have selected site settings, then check your camera settings. Check the slider is blue as shown below. If the camera has been blocked either remove from "Blocked" or allow camera. Once the camera is changed to allowed it will appear as below:

     

  4. Check phone settings for Camera settings. Click on your phone settings and go to apps:



  5. Scroll down till you find Chrome. Make sure "All" is selected to show all apps. Select Chrome:

  6. Once you have clicked "Chrome" scroll down till you see "Permissions"

  7. Once you have clicked "Permissions" make sure "Camera" slider is on as shown below:


Now with all the Chrome settings checked, retry the form again.


PC users (Google Chrome)

  1. Make sure you're using Google Chrome, then check your camera permissions:

  2. Click the three dots in the top right corner:



  3. Click on settings:




  4. First click "Privacy and Security". Now click "Site settings" under Privacy and Security as shown below:

  5. Under permissions click "Camera"

  6. Make sure "Sites can ask to use your camera" is selected:





Once you have allowed access to the camera, you will need to re-open the online form by clicking on the link in the email again.