Subject: Urgent: S25 Ultra Camera

[foxonlyy]

Failing to Recognize IDs and Passports in Official Apps

​Dear Samsung Community / Support Team,

​I am writing to report a critical issue I am facing with my S25 Ultra. The camera consistently fails to recognize or scan my Passport and Emirates ID when using banking and government applications.

​The Problem:

• ​The camera cannot focus or capture the details required by official apps for digital verification.
• ​I tested the same process using my wife's iPhone 17 Pro Max, and it worked instantly and flawlessly without a single error.

​It is very disappointing that a flagship device like the S25 Ultra struggles with such an essential daily task. My transactions and official paperwork are currently stalled because of this. Consequently, I will be forced to purchase an iPhone specifically for these tasks, as I cannot afford to have my daily life interrupted by these technical failures.

​Samsung needs to address this camera compatibility/software issue immediately to ensure that its premium devices support these basic and vital services.

​Best regards,

Ahmed

[NOORUL_HAQUE_6018]

Same here

[foxonlyy]

Yeah, I'm struggling.

[mZoOnY]

I hope this message gets delivered 🙌

[foxonlyy]

Yeah, I'm suffering a lot.

[خغثعق]

خحتخغص

[خغثعق]

خخخخلعق

[Samsung_specialist]

Thank you for sharing your experience with the Galaxy S25 Ultra.

We understand the inconvenience you are facing while scanning passports and Emirates ID in official applications. Please note that document scanning depends on both the camera system and how third-party or government apps are optimized for the device.

Kindly ensure the device and related applications are fully updated, remove any camera or screen protectors, clean the camera lens, and try scanning in good lighting. Restart the device and retry the process after closing background apps.

If the issue persists across multiple official apps, we recommend visiting the nearest authorized Samsung service center for further inspection. You can find the nearest service center here:
https://www.samsung.com/ae/support/service-center/ 

For further assistance, please reach us through:
https://www.samsung.com/ae/support/contact/ 

[foxonlyy]

My device does not contain any protector on the cameras, and while keeping the cameras and device clean and continuous updates, it is useless in that.

[Samsung_specialist]

Thank you for your follow-up and for clarifying that no camera protectors are being used and that the device and applications are fully updated.

We understand your frustration, especially as the issue persists despite performing the recommended steps. Since the camera continues to fail when scanning IDs and passports across official applications, this indicates that the behavior may be related to system-level camera optimization or compatibility rather than cleanliness or basic settings.

At this stage, we kindly request that you submit an error report through the Samsung Members app immediately after reproducing the issue. This will allow our technical team to collect system logs and analyze the camera behavior in detail for potential software improvement.

Additionally, we still recommend visiting the nearest authorized Samsung service center so the camera hardware and system configuration can be thoroughly checked to rule out any underlying hardware-related concerns. You can locate the nearest service center using the link below:
https://www.samsung.com/ae/support/service-center/

Your feedback is important to us, and it will be shared with the relevant teams for further review and consideration.

For any further assistance or follow-up, please reach us through:
https://www.samsung.com/ae/support/contact/