Connection problems in a call

When a call freezes, drops or will not start, the cause is usually the connection rather than your camera. Find what you are seeing below.

You joined from another device

This appears when your account connects to calls from another tab, browser or device while this call is open, such as our mobile app on your phone. Your account takes part in calls from one place at a time.

Keep the dashboard open in one place during a call. To carry on on this device, reload the page, then press Enter Call.

The picture freezes, or the others stop hearing you

Your connection probably dropped for a moment, for example when your device switched from Wi-Fi to mobile data. Hang up and press Enter Call again. If that does not help, reload the page first. The call carries on for everyone else in the meantime.

Stuck on Connecting...

Reload the page, and press Enter Call again.

If the conversation is still a message request, accept it first. If you sent the request, the other person can come in once they accept it.

If Enter Now brings you back to the same screen, wait a moment and press it again.

Nobody can see or hear anyone

Some work, school and hotel networks, and some VPNs, block video calls. Try another network, such as your phone's mobile data, or switch the VPN off for the call.

On a phone

Keep the call on screen. Switching to another app pauses your video until you come back.

In a phone's browser, stop the screen from locking during the call. In our mobile app it stays on by itself.

If the app reloads during a long call, open the conversation and press Enter Call again.

Telling us about it

If a problem keeps coming back, open Help & Support, go to Support and press New Ticket. Say which conversation the call was in and roughly when it happened, so we can see what went wrong on our side.