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:
Make sure you are not in "private mode" in Safari 11+
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:
Restart your device
Make sure your camera works with Facetime.
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.
Go to Settings
Click Safari
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.
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:
Restart your Android phone
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.
Still having trouble?
If you are still having trouble after following the steps above, contact our support team by logging into your account and sending us a message!