# Facebook Video Selfie Verification Not Working? > Facebook video selfie check failing, stuck or not uploading in Malaysia? Why it happens, how to retake it properly, how long review takes, what to avoid. - URL: https://www.awarexone.com/research/facebook-video-selfie-verification-not-working - Author: Md Shariar Shanaz Shuvon, Founder & CEO, AwareXone - Published: 2026-09-29 - Topics: Facebook, Account recovery, Malaysia - Related service: Facebook account recovery: https://www.awarexone.com/social-media-recovery/facebook-account-recovery ## Short answer Usually the recording never reached Meta in a usable state, or it is still in review. Allow camera access, update the app, face a light with your whole face in frame and turn your head slowly. Submit once on a stable connection, then check your email, including spam. Only record inside Facebook. Meta decides whether it confirms you. ## Summary - The video selfie is a security check Facebook uses when it thinks your account may have been affected, and it only runs inside the Facebook app or website. - Most failures come from the camera permission, poor light, a face partly out of frame, an old app version or a weak connection, so fix those before one careful retry. - After you submit, the selfie goes to review and you wait for an email at the address you gave, so check that inbox and its spam folder instead of resubmitting again and again. - If the check keeps failing, use only the other options Facebook offers on screen, such as an ID upload, or the official hacked account route. - Nobody legitimate asks you to record a selfie through a link in a message, and nobody needs your password or login codes to help you pass this check. - Meta decides whether the selfie confirms you, some accounts are not restored, and nobody outside Meta can approve the check for you. You tried to log in to Facebook and got a screen asking you to "Confirm your identity with a video selfie". You turned your head as told, and then nothing happened. The upload spins, the app loops back, or an email says Facebook could not confirm it was you. Meanwhile you cannot open your account. Usually the check works and something around it does not: the camera permission, the light, the app version or the connection. Fix those, make one careful attempt, then wait for the review email. If it still fails, use the other routes Facebook offers. This guide explains why Facebook asks for the selfie, a troubleshooting table for each way it fails, how the review works and how long it may take, what happens to your video, and the scams that copy this screen. Last checked: 29 September 2026. ## Why Is My Facebook Video Selfie Not Working? Usually because the recording never reached Meta in a usable state, or because it did and is still in review. Allow camera access, update the app, face a light with your whole face in frame, and turn your head slowly as shown. Submit once on a stable connection, then watch the email address you gave, including spam. If someone else changed the email or phone on the account, use Facebook's hacked account route as well. Only Meta decides whether the selfie confirms you. ## Why Facebook Asks for a Video Selfie The selfie is one of several security checks. Facebook's page on [confirming your identity](https://www.facebook.com/help/228372557180280) says it asks for one if it thinks your account's security might have been affected. Other checks there include your sign-up date of birth and a security question. A selfie that moves is harder to fake than a photo. Meta's help page for the same check on Instagram, [why you might be asked to upload a video selfie](https://www.facebook.com/help/1053588012132894), explains that photos and IDs can be digitally modified, and that asking you to turn your head in different directions shows a real person is there. It also says that while the selfie is under review, you will not have access to the account. In some regions Meta also compares the selfie with photos on the account. Meta's newsroom post on [video selfies for account recovery](https://about.fb.com/news/2024/10/testing-combat-scams-restore-compromised-accounts/) describes using facial recognition to compare the selfie with the profile pictures on the account being recovered, and says it launched this as an optional method in the UK, EU and South Korea in March 2025. Facebook's own page on [how it uses your video selfie](https://www.facebook.com/help/384498659759786) says it uses both manual review and automated systems. What your screen offers depends on your region and app version. > Note: **The wording varies.** People report the prompt as "Confirm your identity with a video selfie", but the exact title, buttons and steps change with the app version, the language setting and the region. Follow what your own screen says. ## Troubleshooting Table: What You See, What It Usually Means, What to Do Match your symptom to a row. None of these fixes changes your account. *Facebook video selfie problems and the first step for each, at the time of writing.* | What you see | Likely cause | What to do | | --- | --- | --- | | A black screen, or the camera never opens | Facebook does not have camera permission, or another app is using the camera | Allow camera access for Facebook in your phone's settings, close other camera apps and video calls, then reopen Facebook | | The screen keeps asking you to move or centre your face | Part of your face is outside the frame, the room is too dark, or a hat, mask or glare is in the way | Hold the phone at eye level, face a window or lamp, remove hats and masks, and turn slowly | | Recording ends but the upload spins or fails | A weak or changing connection, or low storage on the phone | Move to one stable connection, free up some space, and try once more | | The app crashes or jumps back to the first screen | An outdated app or a temporary glitch on the device | Update Facebook, restart the phone, then try again on the device you usually use for Facebook | | A message that your selfie is being reviewed, then silence | The selfie is in review, which can include a person looking at it | Wait, and check the email address you gave, including spam, before doing anything else | | An email saying Facebook could not confirm your identity | The review did not match you to the account | Fix the light and framing and resubmit if the option is offered, or use another method Facebook shows | | A link in a DM or email asking you to record a selfie | Almost certainly a phishing attempt | Do not open it; go to Facebook directly and check for any real notice there | ## How to Record a Selfie That Passes Meta's advice for its age check selfie is the clearest guide it publishes on recording one. Its page on [how video selfie age verification works](https://www.facebook.com/help/1386337538619854) says to make sure your whole face is visible, that you have enough light, and that nothing like a mask or hat blocks your face. It says you will be asked to move your face to the right and left and up and down, and that Facebook asks for camera permission if you have not used the camera in the app before. 1. Update Facebook, restart the phone and close other camera apps. 2. Give an email address only you can read, because the result goes there. 3. Face a window or lamp, not with the light behind you. 4. Take off a cap, mask or tinted glasses, and wipe the front camera. 5. Hold the phone at eye level with your whole face inside the outline. 6. Turn your head slowly in each direction asked, pausing briefly at each. 7. Stay on one stable connection until the screen confirms the submission. Record it yourself. Facebook's page on [suspended or disabled accounts](https://www.facebook.com/help/186163551432655) lists misrepresenting your identity among the reasons an account may be suspended. ## A Quick Decision Flow When the Check Fails - Does the camera open? No: fix the camera permission and update the app. Yes: carry on. - Did the screen confirm the submission? No: move to a stable connection and try once more. Yes: stop and wait. - Did an email arrive? No: check spam and confirm you typed the address correctly. Yes: read it in your email app, not through a forwarded link. - Did you pass? Yes: follow the link to set a new password, then secure the account. No: resubmit only if offered, after fixing light and framing. - Failed twice, or no resubmit option? Use another method Facebook shows, such as an ID upload, or the official recovery pages below. Meta's Instagram selfie page describes these outcomes: a pass may bring an email with a password reset link, a fail brings an email and possibly a chance to resubmit, and declining the selfie may mean you cannot log back in. Expect a similar pattern on Facebook, but act on what your own screen and emails say. ## How Long Does Facebook Video Selfie Review Take? Meta does not publish a fixed review time for the identity selfie. Its newsroom post says the facial recognition version only takes a minute to complete, which describes recording it, not a guaranteed decision time. For the separate age check, Meta says it can take up to 20 minutes. A selfie that goes to manual review can take longer, and there is no published figure for that. While you wait, do not keep resubmitting. For confirmation codes, Facebook's page on [unlocking your account](https://www.facebook.com/help/669497174142663) suggests waiting a day before trying again if you have already requested several. The same patience makes sense here. Several selfies in a row can look more like an attack than an owner. ## If the Selfie Keeps Failing: Other Official Routes A failed selfie is not always the end. Which route fits depends on why Facebook asked in the first place. - If someone changed your email, phone or password, go to [facebook.com/hacked](https://www.facebook.com/hacked). Facebook's page on [recovering a hacked account](https://www.facebook.com/help/1216349518398524) says to use a device you have logged in with before. - If you no longer have the email or number on the account, Facebook's [account recovery page](https://www.facebook.com/help/1573156092981768) has a separate option for that, and says to continue even if you were not hacked. - If Facebook offers an ID upload, the page on [types of ID Facebook accepts](https://www.facebook.com/help/159096464162185) lists a national identity card and a passport. It rejects photos digitally altered to hide details, but you may physically cover information it does not need, such as your MyKad number. - If the screen says "We suspended your account", that is an appeal, not a security check. Facebook's suspension page gives 180 days to appeal and says the period varies by region. Our guide to [a Facebook account locked for unusual activity](https://www.awarexone.com/research/facebook-account-locked-unusual-activity) covers the lock screen that often comes before the selfie, and our explainer on [proving you own a social media account](https://www.awarexone.com/research/prove-social-media-account-ownership) sets out what evidence Meta looks for. ## What Happens to Your Video Selfie Many people hesitate to hand Meta a video of their face. Meta's page on how Facebook uses your video selfie says it is stored securely and not shown on your profile, to your friends or to anyone else. Meta uses it to verify you, and also to improve its detection of fake selfies, scams and fraud, and to meet legal obligations. Retention depends on the purpose, and Meta says it tells you before you share. Its example is up to 180 days for ads permission or Meta Verified, and up to one year for political ads or suspected fraud. For recovery with facial recognition, the newsroom post says the video is encrypted and the facial data is deleted right after the comparison, match or not. Read the notice on your own screen before you record. ## Scams That Copy the Selfie Screen Because the real check is stressful and unfamiliar, scammers imitate it. A typical message, in English or BM, says your account will be deleted within 24 hours unless you "verify your identity" through a link. The link leads to a page that asks for your password, a login code, or a selfie and ID photo that can be reused to take over accounts or open new ones in your name. > Warning: **Only record inside Facebook.** The real selfie check runs inside the Facebook app or on facebook.com, after you log in. Facebook's [Advanced Protection page](https://www.facebook.com/help/1052552578831700) says a genuine security email comes from security@facebookmail.com and that it never asks for your password in an email or message. Nobody needs your password, login codes or backup codes to help you pass this check. If you already paid someone or shared a code, call your bank and the National Scam Response Centre on 997 straight away, then make a police report. Malaysia's official [NSRC 997 page](https://www.malaysia.gov.my/en/categories/safety-and-community/cybersecurity/nsrc-997-hotline) says the hotline runs 24 hours and asks you to call within 24 hours of discovering a scam, contact your bank, and lodge a police report. Phishing pages themselves can be reported to CyberSecurity Malaysia's [Cyber999 service](https://www.cybersecurity.my/portal-main/services/cyber999-overview), which takes reports by online form, email, phone and app. Our write-up of [the fake Meta support scam](https://www.awarexone.com/research/fake-meta-support-scam-malaysia) shows what these messages look like. ## Mistakes That Make the Selfie Check Harder - Retrying again and again instead of fixing the cause first. - Giving an email address you cannot open, or one someone else can read. - Recording in a dim room, with the light behind you, or with a cap on. - Asking a friend or relative to record the selfie for you. - Switching between several phones and networks in one evening. - Following a "verify now" link from a DM, SMS or email. - Paying an "unlock" seller or a "hacker for hire". ## What You Cannot Control Meta reviews the selfie and makes the decision. A clear, well-lit recording helps, but it does not oblige Meta to confirm you, and some accounts are not restored. If your profile photos are a logo, a pet or a group shot, a comparison with your own face has less to work with, and Meta may need another method or may not be able to confirm the account at all. ## When Expert Recovery Help Makes Sense Most people can get through this check alone. A second opinion helps when the account runs a business Page or ad account, when a takeover and a failed selfie are tangled together, or when you no longer know which official route is open. SocialSafe by AwareXone, our recovery service, looks at what Facebook has shown you and what you have tried, then tells you honestly whether a route remains. We work only through Meta's own processes and never ask for your password or codes. Our [Facebook account recovery service](https://www.awarexone.com/social-media-recovery/facebook-account-recovery) explains how a review works, and our [Trust Center](https://www.awarexone.com/trust) sets out what we will never request. For the wider picture, see our guide to [Facebook account recovery in Malaysia](https://www.awarexone.com/research/facebook-account-recovery-malaysia). ## Frequently Asked Questions ### Why does Facebook keep asking me for a video selfie? Facebook asks for a security check when it thinks your account's security might have been affected. If every attempt fails or never submits, it may keep asking. Fix the camera, light and connection, submit once, and wait for the email result. ### Can I upload my ID instead of a video selfie? Only if Facebook offers it on your screen. Meta's newsroom describes the facial recognition selfie as optional where it has launched, and Facebook's ID page says you may be asked for ID if you have lost access, but you cannot pick a method it has not given you. ### How many times can I retake the Facebook video selfie? Meta does not publish a limit. Its Instagram selfie page says you may be able to resubmit after a failed review, so retry only when the option appears and after fixing whatever went wrong. ### Will my friends see the video selfie? No. Facebook says the selfie is stored securely and is not shown on your profile, to your friends or to anyone else on Facebook. ### Can a recovery service pass the selfie check for me? No. The selfie has to be you, recorded inside Facebook, and anyone offering to record it, fake it or skip it is either scamming you or asking you to misrepresent your identity. A legitimate helper, AwareXone included, can only help you prepare and choose the right official route. ## Official sources - [Facebook Help Center: Confirm your identity on Facebook (read 29 September 2026)](https://www.facebook.com/help/228372557180280) - [Facebook Help Center: How Facebook uses your video selfie to verify you (read 29 September 2026)](https://www.facebook.com/help/384498659759786) - [Facebook Help Center: Why you might be asked to upload a video selfie to confirm your identity on Instagram (read 29 September 2026)](https://www.facebook.com/help/1053588012132894) - [Facebook Help Center: How video selfie age verification works on Facebook (read 29 September 2026)](https://www.facebook.com/help/1386337538619854) - [Facebook Help Center: Types of IDs that Facebook accepts (read 29 September 2026)](https://www.facebook.com/help/159096464162185) - [Facebook Help Center: Unlock your Facebook account (read 29 September 2026)](https://www.facebook.com/help/669497174142663) - [Facebook Help Center: My personal Facebook account is suspended or disabled (read 29 September 2026)](https://www.facebook.com/help/186163551432655) - [Facebook Help Center: Recover a hacked account (read 29 September 2026)](https://www.facebook.com/help/1216349518398524) - [Facebook Help Center: Account Recovery (read 29 September 2026)](https://www.facebook.com/help/1573156092981768) - [Facebook Help Center: How to enable Advanced Protection on Facebook (read 29 September 2026)](https://www.facebook.com/help/1052552578831700) - [Meta Newsroom: Testing new ways to combat scams and help restore access to compromised accounts (read 29 September 2026)](https://about.fb.com/news/2024/10/testing-combat-scams-restore-compromised-accounts/) - [MyGOV: NSRC 997 Hotline (read 29 September 2026)](https://www.malaysia.gov.my/en/categories/safety-and-community/cybersecurity/nsrc-997-hotline) - [CyberSecurity Malaysia: Cyber999 Cyber Incident Response Center (read 29 September 2026)](https://www.cybersecurity.my/portal-main/services/cyber999-overview) --- AwareXone is an independent Malaysia-based provider, not affiliated with any platform. The platform makes the final decision on every account. AwareXone never asks for passwords, OTP codes, backup codes or session cookies.