Dear Giovanni,

 This is Sara from Mews Support. Thank you for bringing this question to our attention.

If you come across the error message “Not allowed to access device”

Follow these steps to resolve the error:

1. In your browser, click on the lock as seen in the screenshot below to change "Site settings".

2. In the settings page, click on Privacy and security and change the Camera permission to "Allow" as seen below.

You can now access the camera to scan identity documents. 

Note: You need to change the permissions for "app.mews.com” to always allow your camera. The default setting in Mews is to ask for permission every time.

Learn how to manage website preferences for Chrome, Explorer, Firefox, and Safari.

Wishing you a lovely weekend.

Regards,

Sara

Thank you Sara ! 

Still could not fix the problem. 
We are using firefox,  which browser are you recommend ? 

Kind regards 
 

Dear  ​@Giovanni 

I am sorry to hear that. 

If you have followed the guide (How to manage your camera and microphone permissions with Firefox | Firefox Help)  but are still unable to access, I suggest submitting a support ticket for further investigation: How to submit a support ticket in Mews Operations

Best regards,

Sara

We opened a ticket already.

Thank you very much.