Not seeing yourself or the other person at the start of a call is a common problem among all video software. Here are a few things you can try:

Did you give your browser permission to access your webcam?
The first time you log into, your browser will ask you permission to share your webcam and microphone. Make sure you selected the correct webcam to share with

Quit other video programs and restart your browser Sometimes other video programs (e.g. Skype, FaceTime, etc) can prevent your web browser from accessing your webcam. Quitting those programs and restarting your browser will clear this issue. 

Does everyone have a webcam? Is it plugged in and working?
Sometimes someone tries to use a computer without a webcam or it's not plugged in or turned on. Make sure everyone has a working camera.  

Does your camera work elsewhere?
Is your camera working with other programs like Skype, FaceTime, and Hangouts? On Windows open the 'Camera App' and on Mac open 'FaceTime' and see if you can see yourself.

Unplug your camera and plug it back in
Amazingly we've seen this work. So if you are using an external camera it's worth a try! 

Antivirus, Firewall or Parental Settings
If you have antivirus, firewall, or parental control software installed, ensure that you've whitelisted to access and share your camera. 

Try changing browsers
We've seen some browsers give customers more trouble than others. If you are having trouble with Chrome download Firefox. If you are having trouble with Firefox download Chrome

New operating system requirements
Did you recently have a Windows Update or Mac Mojave update? You'll need to enable extra permissions.

Try a private browsing window
Sometimes browser extensions can cause access issues. The easiest way to check if this is the cause is to open a new private browsing window and try getting access to the camera again.

Run this internet speed test to determine your projected video quality requires a minimum of 750kbps upload & download speed, and upwards of 2mbps upload & download for an HD quality call. 

Run diagnostics Run this test to check your webcam capabilities.

If you get something unusual under Camera sections, email the results to  

You can also sign up for a time to meet with our tech team.

Do you need a new camera? Go to and buy our recommended camera now.

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