If a photo, video, or the camera screen itself isn't working properly in RentCheck, the steps below resolve most issues on both iOS and Android devices.
Before You Start: Update the App
RentCheck recently moved to a new native camera system built in-house for both iOS and Android. If the device is not on the latest version of the app, updating is the single most effective first step.
iOS: Open the App Store, tap the profile icon, and update RentCheck if an update is listed.
Android: Open the Google Play Store, search for RentCheck, and tap Update if available.
If the app is already up to date, continue with the steps below.
1. Confirm the Device Camera Works Outside RentCheck
Before troubleshooting inside the app, open the phone's own camera app and try taking a photo.
If the native camera app also fails, this points to a device-level issue rather than something RentCheck can fix. Restarting the device (step 3 below) is the best next step.
If the native camera app works fine, continue troubleshooting below.
2. Check Camera Permissions
RentCheck needs camera access to be turned on at the device level.
iOS: Go to Settings > RentCheck and make sure Camera is enabled.
Android: Go to Settings > Apps > RentCheck > Permissions and make sure Camera is allowed.
3. Restart the Device
A restart clears background processes that can interfere with the camera and resolves most freezing or "capture failed" type errors.
Power the device off completely, wait a few seconds, then turn it back on.
Reopen RentCheck and try again.
4. Fully Close and Reopen the App
Refreshing the camera connection often clears temporary glitches.
iOS: Swipe up from the bottom of the screen (or double-tap the Home button), then swipe RentCheck away to close it.
Android: Open the recent apps menu and swipe RentCheck away.
Reopen the app and try capturing a photo again.
5. Sign Out and Back In
This resets the session and can resolve syncing issues that sometimes show up alongside camera errors.
Tap Profile -> Sign Out, then sign back in with the same email address used for the account or inspection invite.
Common Camera Issues
Camera freezes, shows a blank/grey screen, or won't open at all
Usually resolved by an app update followed by a device restart (steps above). If it persists after both, contact support with the device make and model.
Photos are blurry, or the flash seems delayed
On Android, this is often the phone's built-in Night Mode kicking in under low light, which requires holding the phone still for a moment while the shutter stays open longer. This is a device camera behavior rather than a RentCheck setting.
On iPhone, blurry photos are usually caused by moving the phone too soon after tapping the shutter. There's a brief moment between the tap and the photo finishing capture, and moving the phone during that window (before seeing the capture feedback) can result in a blurry image. This is more noticeable on older iPhone models. Encourage holding the phone steady for a second after tapping, until the capture feedback confirms the photo was taken.
An error message appears when trying to take a photo (for example, a "capture request failed" or "cannot use camera" message)
Update the app and restart the device first. If the error continues on the latest version, contact support and include a screenshot of the exact error text.
Important: Don't Delete the App as a First Step
If there is unsaved inspection progress on the device, do not uninstall RentCheck to troubleshoot a camera issue. Deleting the app can permanently remove progress that hasn't synced yet. Try the steps above first, or reach out to support before uninstalling.
Need Help?
If you’re still having trouble after trying the steps above, contact our support team at support@getrentcheck.com or reach out through the in-app chat.
To help us take a closer look, please include:
The device make and model
The device operating system, such as iOS or Android
The RentCheck app version
A brief description of what’s happening
The exact error message, if one appears
A screenshot or screen recording, if possible
Whether the device’s camera works normally outside of RentCheck