Please try the following troubleshooting steps:
Close the video call tab and rejoin the call.
Refresh the Care Team tab or restart the app.
Log out and log in to the app
Try a different web browser, such as Google Chrome, Safari, and Microsoft Edge
Make sure you've allowed your web browser to access your camera and microphone. Click the icon to the left of the URL to grant access, then reload the page. See Check Your Tech Setup
Check your internet connection strength.
If you're connected to a firewall, VPN and/or company network, try disconnecting them as it may interfere with the video call.
If these steps don't work, we recommend switching immediately to a different video call platform like Zoom or Google Meet for your session. Reach out to your Provider via chat and/or email to arrange a different platform.
After the session, please report the issue to us via chat or email us at [email protected] with relevant screenshots or a screen recording. This will help us troubleshoot and prevent future such occurrences.
📝 Note:
Video calls may be blocked by your company's internal security policy, causing disruptions in video and audio. We recommend reaching out to your IT team to whitelist certain domains and IP addresses. See Video session enablement for more details.