Close the video call tab, and rejoin the session.
Try a different web browser, such as Google Chrome, Safari, and Microsoft Edge
Advise your Provider to do the same and ask them to make sure that they have allowed camera and microphone permission on their browser or mobile device.
Make sure you are not wrongly connected to a bluetooth speaker
If you're connected to a firewall, VPN and/or company network, try disconnecting them as it may interfere with the video and audio.
If the issue persists, you and your Provider should immediately arrange to have the session on a different video call platform like Zoom or Google Meet to prevent further disruption.
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.