Summary


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



TABLE OF CONTENTS




Error code: Missing Token


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. (The First AML forms work best on Google Chrome and Safari)




Error code: Device Incompatible/Unable to access camera






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


If your device does not have a camera to use for completing the form, please try a different device - Computer/Tablet/Smart phone with camera.


If your device does not have access to your camera, we recommend the following for best results: 


iPhone / iPad users 

  1. Make sure you are using Safari as your browser 
  2.  Click the little A button in the URL bar -> go into Website settings -> Camera -> Set to "Allow" for firstaml.com 

Mac users 

  1. Make sure you are using Safari as your browser 
  2. Click the apple menu -> System Preferences -> Security & Privacy -> Select the tick box next to the app to allow it access. In this case it will be the Safari app


Android users

  1. Make sure you are using Google Chrome as your browser
  2. Follow these instructions to make sure your camera is allowed for our web-app 


PC users (Google Chrome)

  1. Make sure you are using Google Chrome as your browser
  2. Click the three dots in the top right corner -> Settings -> Advanced -> Privacy & Security -> Content settings -> Camera or Microphone -> Turn Ask before accessing on 


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. 


Error code: Device Incompatible/Unable to access microphone



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


If your device does not have a microphone to use for completing the form, please try a different device - Computer/Tablet/Smart phone with a microphone.


If your device does not have access to your microphone, we recommend the following for best results:


iPhone / iPad users 

  1. Make sure you are using Safari as your browser 
  2.  Click the little A button in the URL bar -> go into Website settings -> Microphone -> Set to "Allow" for firstaml.com 

Mac users 

  1. Make sure you are using Safari as your browser 
  2. Click the apple menu -> System Preferences -> Security & Privacy -> Select the tick box next to the app to allow it access. In this case it will be the Safari app


Android users

  1. Make sure you are using Google Chrome as your browser
  2. Follow these instructions to make sure your microphone is allowed for our web-app 


PC users (Google Chrome)

  1. Make sure you are using Google Chrome as your browser
  2. Click the three dots in the top right corner -> Settings -> Advanced -> Privacy & Security -> Content settings -> Camera or Microphone -> Turn Ask before accessing on 


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


If you have followed the above steps but are still not able to proceed with the verification, then it is likely that your device settings have camera/microphone set to "deny access" as a default. You will need to go into your device settings and change your camera/microphone settings to either "allow" or "always ask".