My therapist can't hear or see me - what should I do?

First, please reach out to your therapist through the messaging function to let them know you're having issues. They may suggest an alternative video option for your session while troubleshooting. After that, try the troubleshooting steps below.

Check Your Camera and Microphone Permissions

The most likely issue is with camera and microphone permissions. Ensure you are not using an external camera or microphone, as the platform defaults to the internal ones. Follow these instructions:

Google Chrome on a Desktop/Laptop

1. Make sure you have granted HelloSelf permission to access your camera and microphone. Click the lock icon in the left-hand corner of the address bar:
   
2. Ensure the camera and microphone are set to ‘Allow’. You may need to refresh the page after changing the settings. Note that you must be connected to a session on the HelloSelf platform for this menu to appear when you click the lock icon.

Safari on iPhone/iPad

To have a call on an iPhone or iPad, you need to allow HelloSelf access to your camera and microphone. Safari will ask for access each time by default, but you can permanently allow access in your Safari settings.

If your camera and microphone are blocked, follow these steps:

1. Click on the AA icon in the corner of the screen:

       

   2. Click ‘Website Settings’ 

   3. Click on 'Camera' and change to 'Allow', then do the same for 'Microphone'. 

         

   4. Click on done and refresh the page. Your therapist should now be able to see and hear you.

Check Your Cookie and Site Data

If updating your permissions does not work, reset your HelloSelf cookies and site data on your browser:

1. Navigate to helloself.com.
2. In the top left corner next to the address bar, click the symbol with two circles and two dashes.
3. Select "Cookies and site data".
4. Click "Manage cookies and site data".
5. Remove anything that says HelloSelf (using the bin icon) and then refresh the page.
6. Log out and sign back in.

If You Are Still Having Issues

If you continue to experience issues, please contact our tech support team at [e-mail].

We can book a free test call to troubleshoot any issues before your next session.

Updated 16 July 2024 16:25