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Troubleshooting

Most session problems come down to a handful of causes. Here's how to spot and fix the common ones — and how to reach us if you're still stuck.

Camera won't turn on

If the customer's camera view never appears, permission is the usual culprit. The browser needs the customer to explicitly allow camera access for the session's site.

  1. Ask the customer to look for the permission prompt and tap Allow.
  2. If they tapped Block, they'll need to re-enable the camera in the site permissions and reload the link.
  3. Make sure no other app (a video call, the native camera) is holding the camera — close it and reopen the link.
Tip

On iOS, camera access only works in Safari and browsers that use it. Ask the customer to open the link in Safari if it came up elsewhere.

The invite never arrived

If an SMS or email invite doesn't show up:

  1. Double-check the phone number or email address for typos, then resend.
  2. Ask the customer to check spam/junk (email) or that they can receive texts from short codes (SMS).
  3. As a fallback, use the copyable link and share it over a channel you already have open with the customer.

Poor connection quality

Live video needs a reasonable connection on the customer's end. If the stream is choppy or drops:

  1. Ask the customer to move somewhere with a stronger mobile or Wi-Fi signal.
  2. Switching between Wi-Fi and mobile data can help if one is congested.
  3. Closing other bandwidth-heavy apps on their phone frees up capacity for the stream.

Session expired

Invites are valid for a limited window. If a customer opens a link and it says the session has expired, the invite simply went unopened too long. Start a new session and send a fresh invite — old links can't be reused.

Browser support

SeeItLive runs in modern versions of Safari (iOS), Chrome, Edge, and Firefox, on Android, iOS, and desktop. The customer needs a device with a camera and a recent browser — nothing to install.

Heads up

Very old browsers and some in-app browsers (for example inside certain social or email apps) may block camera access. If a link opened inside another app misbehaves, ask the customer to open it in their normal browser.

Contact support

Still stuck? Contact our team with the session details and we'll help you out by email. For API and integration questions, the developer docs often have the fastest answer.

Troubleshooting