Most problems are one tap away from fixed. Try the three steps below first. If you are still stuck, call us at 1-888-885-9949 and we will walk through it with you.
Start here
1
Open the link in Safari or Chrome, not inside the email or Facebook app. If the page never asks about your camera at all, that is usually why. Copy the address from the email and paste it into Safari or Chrome.
2
When your phone or computer asks to use your camera and microphone, tap Allow. If it asks twice, tap Allow both times.
3
Close anything else that might be using the camera, such as Zoom, FaceTime or Teams, then reload the page.
The visit works in Safari, Chrome, Microsoft Edge, Firefox and Samsung Internet, kept up to date. There is no app to install. It does not work inside the built-in browser of the Gmail, Facebook or Messenger apps.
If you tapped Block or Don't Allow by mistake
Your phone or computer remembers that answer, so the camera stays off until you change it. Find what you are using below. Each one takes under a minute.
iPhone or iPad (Safari)
Tap the small “AA” or page icon at the left end of the address bar, at the top or bottom of the screen.
Tap Website Settings.
Set Camera to Allow and Microphone to Allow, then tap Done.
Reload the page. If Safari asks again, tap Allow.
Still nothing? Open the Settings app, tap Safari, and set Camera and Microphone to Allow there too. Then go back to Safari and reload.
Do not use a Private Browsing tab for your visit. Private tabs can keep the camera off.
Android phone or tablet (Chrome)
Tap the three dots at the top right of Chrome, then tap Settings.
Tap Site settings, then tap Camera. Make sure it is on. Go back and do the same for Microphone.
Reload the page. When Chrome asks, tap Allow.
If Chrome never asks at all, open your phone’s Settings, find Apps, tap Chrome, tap Permissions, and allow Camera and Microphone. Then reload.
Windows or Mac computer (Chrome)
Click the small icon at the left end of the web address. It looks like a lock or two sliders. Turn Camera and Microphone on, then reload the page. When Chrome asks, click Allow.
If you cannot find that icon: click the three dots at the top right of Chrome, click Settings, click Privacy and security, click Site settings, then click Camera and allow it. Do the same for Microphone. Reload the page.
On a Mac, if the picture is still black: open System Settings, click Privacy & Security, click Camera, and turn on Google Chrome. Do the same under Microphone.
On Windows, if the picture is still black: open Settings, click Privacy & security, then click Camera. Make sure Camera access, Let apps access your camera, and Let desktop apps access your camera are all on.
Windows computer (Microsoft Edge)
Click the lock icon at the left end of the web address.
Next to Camera and next to Microphone, open the dropdown and choose Allow.
Reload the page.
Mac computer (Safari)
Click the small page icon at the left end of the address bar, then click Website Settings.
Set Camera to Allow and Microphone to Allow.
Reload the page. If Safari asks again, click Allow.
Another way: click Safari in the menu bar at the very top of the screen, click Settings, click Websites, then click Camera on the left and choose Allow for this website. Do the same for Microphone.
Firefox (any computer)
Click the lock icon at the left end of the web address.
Next to Camera and Microphone you will see the word Blocked with a small ×. Click each ×.
Reload the page. Firefox will ask again. Choose your camera from the list and click Allow.
If it says no camera was found
This is different from a Block. The browser is allowed to look, and it cannot find a camera to use.
On a laptop, check for a small sliding cover or a privacy switch over the camera lens. Some laptops also have a key with a camera symbol that turns the camera off.
If you use a separate webcam, unplug it and plug it back in, then reload the page.
Close any other program that might be using the camera, such as Zoom, FaceTime or Teams, then reload the page.
If it still cannot find a camera, use your phone instead. Open the same link from the email on your phone.
What happens on the day
Your appointment email has a button that opens your visit page. The Join button on that page turns on shortly before your appointment time.
Your visit page also has a Test camera + mic button. You can use it any time before your visit. Testing does not start the visit.
Have your Washington State ID nearby. Your provider will ask to see it on camera.
Still stuck?
Call us and we will help you get connected. It helps to have this page open and to tell us whether you are on a phone or a computer.