If you're having trouble with your microphone or camera during your video visit, and are using your phone, please find your phone type below for some troubleshooting help.

If you are using a laptop or desktop computer, please visit this help page

iPhone - Safari Web Browser 

To have a video call while using Safari, you need to provide access to your webcam and microphone. Safari requires you to allow access each time.

Press 'Allow' when prompted: 

  1. Make sure you are not in "private mode" in Safari 11+ 
  2. Make sure your phone or iPad is not on the "zoom" feature 

If you are still unable to see yourself in the video feed, you may need to check a few more things in the following order:

  1. Restart your device
  2. Make sure your camera works with Facetime. 
  3. Make sure there is nothing blocking the camera and is clean of any dirt or smudges

If you are still experiencing issues with your camera and microphone, you may need to check your Camera & Microphone Access in your Settings.

  1. Go to Settings
  2. Click Safari 
  3. Toggle the Camera & Microphone Access 

If you are still having trouble connecting to the video call, you may need to clear your browser cache and try again. Click here for more details and instructions.

iPhone App

To have a video call while using the HeyDoctor app on your iPhone, you need to provide access to your webcam and microphone. Click allow on the prompt. 



Double-check that you've allowed the HeyDoctor app to access your camera. 

  1. Go to your Settings and scroll down until you see the HeyDoctor app.
  2. Click on the app and allow Camera access 

If you are still unable to see yourself in the video feed, you may need to check a few more things in the following order:

  1. Make sure you are using the most current version of the app
  2. Restart your device
  3. Make sure your camera works with Facetime. 
  4. Make sure there is nothing blocking the camera and is clean of any dirt or smudges

Android Web Browser 

To have a call on Android devices, you need to provide access to your webcam and microphone. This usually only needs to be done once.  

Press 'Allow' when prompted. 

If you are still unable to see yourself in the video feed, you may need to:

  1. Restart your Android phone
  2. Make sure there is nothing blocking the camera and the camera's lens is free of any dirt or smudges

If you are still having trouble connecting to the video call, you may need to clear your browser cache and try again. Click here for more details and instructions.

Android App

To have a call on the Android app, you need to provide access to your webcam and microphone.

Press 'Allow' when prompted. 

If you are still unable to see yourself in the video feed, you may need to:

Try changing the settings on the HeyDoctor app. To do this, you’ll need Android 6.0 Marshmallow or a newer version on your device. 

  1. Open the Settings app and tap “Apps” under the Device heading to get started
  2. You’ll see a list of all the apps installed on your Android device. Click the HeyDoctor app in the list to view more information. 

3. Click “Permissions"
4. Click "Camera" and then give HeyDoctor app permission to access your phone's camera.


If you are still not seeing yourself try the following: 

  1. Restart your Android phone
  2. Make sure there is nothing blocking the camera and the camera's lens is free of any dirt or smudges

Still having trouble?

If you are still having trouble after following the steps above, contact our support team (415) 237-1378 or log into your account and send us a message!

Did this answer your question?