If a video call is not connecting, check the following:

Check both devices are online

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

The tablet can use Wi-Fi or mobile data.

Check the family connection

Only family members and caregivers who are part of the older adult's Heedy family group can call them. This helps prevent unwanted calls from people outside the family group.

Try the call again

End the call attempt and try starting a new video call.

If it still does not connect, close and reopen Heedy and try again.

Still not connecting?

Check whether other Heedy features that need the internet are working. If they are not, there may be a connection problem.

If the problem continues, contact Heedy support and describe exactly what happens when you try to make the call.