Skip to main content

Troubleshooting: Can’t Join the Video Call (Camera / Microphone Blocked on Mobile)

  • Updated

 

Applies to: Visitors joining a VideoEngager call on iPhone (Safari/Chrome) or Android (Chrome)

🚨 Quick Fix

Open the link in Safari/Chrome (not inside a messaging app), then allow Camera/Microphone.

Reset Camera/Mic Permissions

After resetting, refresh the page and tap Join.

🔍 Why This Happens

  • Permissions were denied: the visitor tapped “Don’t Allow” or “Cancel”, so the Join button becomes disabled.
  • In-app browsers: links opened inside Viber/Teams/Gmail preview may not show the permission prompt correctly.
  • Video-only scenario: if the visitor is already on a phone call, the browser microphone may be unavailable (this is normal).

🛠️ Step-by-Step Solution

Option 1 (fastest): Open the link in Safari/Chrome

  1. If the link opened inside a messaging app, tap Open in Browser.
  2. Re-open the link in Safari (iPhone) or Chrome (Android).
  3. When prompted, tap Allow for Camera (and Microphone if you want audio).

Open in browser option on mobile

Option 2: Reset site permissions (if you tapped “Don’t allow”)

iPhone (Safari)

  1. Tap Aa in the address bar.
  2. Open Website Settings.
  3. Set Camera to Allow (and Microphone if needed).
  4. Tap Done, then refresh the page.

Safari website settings for camera permission

iPhone (Chrome)

  1. Tap the 🔒 lock icon in the address bar.
  2. Open Permissions.
  3. Enable Camera (and Microphone if needed).
  4. Reload the page.

Chrome permissions on iPhone

Android (Chrome)

  1. Tap the 🔒 lock icon next to the website address.
  2. Tap Permissions.
  3. Enable Camera (and Microphone if needed).
  4. If available, tap Reset permissions, then reload the page.

Chrome permissions on Android

Option 3: Join with video-only (if you are already on a phone call)

If you are talking to the agent on a cellular phone call, the browser may show “Microphone unavailable / No microphone found”.

This is expected. Tap Join to share video-only while continuing audio on your phone line.

✅ Expected Result

  • You can see your video preview on the pre-call screen.
  • The Join button becomes enabled.
  • After tapping Join, the call connects successfully.

🚫 Prevention Tips

  • Don’t rush: wait for the Allow pop-up before tapping around.
  • Open links in Safari/Chrome instead of in-app browsers.
  • Recommended (Admin): enable the Visitor Pre-call Page so visitors can preview and understand the permission step before joining.

📞 Still Not Working?

If the problem persists, contact support and include:

  • Your device + browser (e.g., iPhone Safari, Android Chrome)
  • A screenshot of the error (e.g., “No camera found”)
  • Timestamp and approximate location/network type (Wi-Fi or LTE)

🔗 Related Articles

Related articles

Comments

0 comments

Please sign in to leave a comment.