The "no ears detected" error means the selfie video didn't clearly show both ears. The two most common causes are hair covering your ears and wearing headphones. Try these steps:
- Make sure no hair covers your ears. Use clips or pull your hair back if needed.
- Remove all headphones and earbuds.
- Turn your head slowly to the left and right so both ears are fully visible.
- Use good lighting with no shadows on your ears. Facing a light works best, so your ears are lit when you turn your head.
If the issue continues:
- Clear your phone browser's cache and close all open tabs.
- In your phone's Settings, check that your browser has camera access.
- Scan the QR code again and block camera permission when asked. Then tap Simplified Site and submit your video there.
Still stuck? Contact us at embody.co/help and include your phone model and browser version.