If you cannot see or hear each other during a video call, check the following:

Check the internet connection

Make sure both the older adult's tablet and the family member or caregiver's phone are connected to the internet.

A weak or unstable connection can affect both video and sound quality.

Check the camera and microphone

Make sure Heedy has permission to use the camera and microphone on the phone.

Check the volume

Make sure the volume is turned up on both devices.

Try the call again

End the call and start a new video call. If the problem continues, close and reopen Heedy and try again.

Heedy compresses video calls to reduce mobile data use. Depending on the internet connection, this can sometimes affect video or sound quality.

If the problem continues, search the Help Center for your specific connection problem or contact Heedy support and describe exactly what is not working.