Troubleshooting Video Appointments on Mobile devices (iOS & Android)

How to give access to Safari to use your camera and microphone on an iOS mobile (iphone) or tablet (ipad) device.


To have a call on iOS devices, you need to provide access to your webcam and microphone. Safari requires you answer this each time.


Press "Allow" when prompted.


If you do not see that prompt, you may need to specifically enable camera and microphone access in your iphone or ipad device's settings:

  1. Scroll down, and select Safari.
  2. At the bottom, select Camera and set it to Allow.
  3. Do the same for Microphone.

You may also want to:


  1. Make sure you are not in private mode in Safari 11+ 
  2. Ensure your iPad doesn't have the zoom feature enabled


If you are still unable to see yourself in the video feed, do the following in order:

  1. Restart the Safari browser app
  2. Make sure your camera works with FaceTime. 
  3. Make sure there is nothing blocking the camera and is clean of any dirt or smudges


On iOS 13 and up, you can also set the camera and microphone to be enabled by default

  1. Go to Settings on your device
  2. Scroll down and open Safari tab
  3. Ensure Camera & Microphone are set to Allow
  4. Make sure Request Desktop Site option is turned off



How to give access to Chrome to use your Camera and Microphone on Android Devices

Use your camera & microphone

You can use your camera and microphone for sites in Chrome.


  1. On your Android device, open the Chrome app Chrome .
  2. Go to a site that wants to use your microphone and camera.
  3. When prompted, tap Allow or Block.
    • Allowed sites: Sites can start to record when you're on the site. If you're using a different Chrome tab or a different app, a site can't start recording.
    • Blocked sites: Some sites won't work if you block them. For example, you won't be able to join a video conference.

Change a site's camera & microphone permissions

  1. On your Android device, open the Chrome app Chrome.
  2. To the right of the address bar, tap More Organizeand then Settings.
  3. Tap Site Settings.
  4. Tap Microphone or Camera.
  5. Tap to turn the microphone or camera on or off.
    • If you see the site you want to use under Blocked, tap the site and then Access your microphone and then Allow.