Troubleshooting

This guide covers common issues users encounter on Vidivo and how to resolve them.

Camera and Microphone

Camera or microphone not detected

1. Check browser permissions: Ensure you have allowed camera and microphone access for vidivo.app.

   • Chrome: Settings -> Privacy and Security -> Site Settings -> Camera/Microphone
   • Firefox: Preferences -> Privacy & Security -> Permissions
   • Safari: Safari -> Settings for This Website -> Camera/Microphone

2. Close other applications: Another app may be using your camera or microphone (Zoom, Teams, FaceTime, etc.). Close them and try again.

3. Check hardware: Ensure your camera and microphone are connected and functioning. Try them in another application to confirm.

4. Refresh the page: Click Allow when the browser permission prompt appears again.

Poor video quality

1. Improve your connection: Move closer to your WiFi router or use a wired (Ethernet) connection.

2. Close bandwidth-heavy applications: Streaming video, large downloads, and cloud sync services compete for bandwidth.

3. Check your upload speed: You need at least 1 Mbps upload for acceptable quality, 5 Mbps for HD. Test at fast.com.

4. Reduce video quality: If your connection is slow, the system automatically reduces video quality. This is expected behavior.

Echo or audio feedback

1. Use headphones: This is the most effective solution. Built-in speakers can cause echo.

2. Enable echo cancellation: Vidivo enables this by default, but check your browser or system audio settings.

3. Reduce speaker volume: Lower your speaker volume to prevent the microphone from picking up the output audio.

Connectivity

Call will not connect

1. Check your internet connection: Open any website to verify you are online.

2. Disable VPN: Some VPNs block WebRTC traffic. Disconnect your VPN and try again.

3. Check firewall settings: WebRTC needs access to UDP ports. If you are on a corporate network, contact your IT administrator.

4. Try a different network: Switch from WiFi to mobile data (or vice versa) to rule out network-specific issues.

5. Try a different browser: If Chrome does not work, try Firefox or Edge.

Call drops or freezes

1. Wait a moment: Brief disconnections (under 10 seconds) are automatically recovered via ICE restart.

2. Check your internet stability: Use a wired connection if possible. WiFi connections can be unstable.

3. Close background applications: Other apps using your network can cause interruptions.

4. Refresh and reconnect: If the call does not recover, refresh the page and rejoin.

”Connection failed” error

This means WebRTC could not establish a connection between you and the other participant. Common causes:

• Symmetric NAT: Some routers do not support the NAT traversal techniques WebRTC uses. The TURN server should handle this, but in rare cases it may still fail.
• Firewall blocking: Your network may block UDP traffic on port 3478 or TCP traffic on port 5349.
• TURN server unreachable: If the TURN server is down, calls that require relay cannot connect.

Solution: Try a different network (mobile hotspot, different WiFi) or disable any firewall rules blocking UDP/TCP traffic.

Payments

”Payment declined” error

1. Check your card details: Ensure the card number, expiry date, and CVC are correct.

2. Sufficient funds: Your card must have enough funds for at least the first billing window (window size x rate per minute).

3. International transactions: Some banks block online international transactions by default. Contact your bank to enable them.

4. Card type: Ensure your card is a Visa, Mastercard, American Express, or Discover card.

5. Contact your bank: Some banks have fraud detection that blocks automated holds. Call your bank and let them know the charge is legitimate.

Hold not released

After a call ends, unused holds are released immediately. However, it may take 3—7 business days for the hold to disappear from your bank statement, depending on your bank. This is a bank processing delay, not a Vidivo issue.

Payout not received (hosts)

1. Check payout status: Go to Settings -> Payments -> Payout History and check the status.

2. Pending: Payouts take up to 2 business days to process.

3. Failed: If the payout failed, check your bank account details. You will receive a notification with the failure reason. Common reasons:

   • Bank account details are incorrect
   • Account is closed or restricted
   • Bank rejected the incoming transfer

4. Update bank details: If your bank details are wrong, update them in Settings and request a new payout.

Missing earnings

If a call completed but earnings are not showing:

1. Wait a few minutes: Payment processing can take up to 60 seconds after a call ends.

2. Check call history: Verify the call status is completed (not failed).

3. Contact support: If the call shows as completed but earnings are missing, create a support ticket with the call session ID.

Account

Cannot verify email

1. Check spam/junk folder: The verification email may have been filtered.

2. Request a new verification email: Log in and navigate to Settings to resend the verification email.

3. Check email address: Ensure you registered with the correct email address.

Cannot complete age verification

1. Use a valid ID: You need a government-issued photo ID (passport, driver’s license, or national ID card).

2. Good lighting: Take the selfie in a well-lit area for the liveness detection to work properly.

3. Clear photo: Ensure the ID document photo is clear and all text is readable.

4. Try again: If verification fails, you can retry. The process typically takes under 60 seconds.

Cannot become a host

To become a host, you must:

1. Verify your email address
2. Complete age verification (18+)
3. Set your per-minute rate and window size

If any of these steps are incomplete, the “Become a Host” option will not be available.

Browser Compatibility

Supported Browsers

Browser	Minimum Version	Status
Google Chrome	90+	Recommended
Mozilla Firefox	88+	Fully supported
Safari	14+	Fully supported
Microsoft Edge	90+	Fully supported
Samsung Internet	14+	Supported
Brave	Latest	Supported

Not Supported

• Internet Explorer (any version)
• Opera Mini (lacks WebRTC)
• Safari below version 14

Tip

If you experience issues in one browser, try Google Chrome. It has the most mature WebRTC implementation and is Vidivo’s recommended browser.

Getting Help

If the above solutions do not resolve your issue:

1. In-app support: Create a support ticket from the app (click your profile -> Support)
2. Email: Contact support@vidivo.app with your session reference number
3. Include details: When reporting an issue, include:
   • Your browser and version
   • Your operating system
   • The call session ID (visible in call history)
   • A description of what happened and when