Here are our key troubleshooting tips to ensure a smooth video call experience.

Permission settings:

  • Be sure to allow access to your microphone/camera by accessing your permission settings of your browser.

    (Examples below are using the latest version of Chrome)

  • If your microphone/camera are internal (like on a laptop), please head to your System Preferences and ensure your microphone input/output are properly set.

  • If you are using a private work laptop, your company may have restricted your permission settings: it is best to join your video session via a personal laptop.


  • Close down any other program, app and/or browser that might be using your camera or microphone.

  • The following browsers are best supported: Chrome, Firefox, Safari

  • To optimize your Mentorly experience, please ensure you are using a recent version of your browser. Older versions may not be supported.

Have questions or need assistance?

We're happy to help! Head over to your Help tab on the bottom left of your screen, and "go to live chat".

Please include the following when chatting with us on Intercom or emailing us at

  • A screenshot of your entire browser screen

  • The URL of the page you're on

  • The type of device and browser

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