I have audio and video issues

If you connect to someone and notice your partner’s video and audio are presenting issues, we first suggest:

• Make sure you have a stable internet connection. Try switching between wi-fi and mobile data. If you’re using wi-fi, try to get closer to its source - that will help you improve stability. If you’re using mobile data, moving to a place where you get a better signal can help you improve speed and stability.
• Make sure you have the latest version of the app (you can check it in the App Store).
• Try to turn off your camera or make an audio-call only and see if it gets better.

To diagnose the issue for us, please try to make 5 calls. If you had this issue (simultaneous audio and video issues) on more than 3 , then please write to us at fluencyteam@reallifeglobal.com and let us know.

Also, please describe a bit more about the issue that you’re having. We need the following information:

• how often did it happen in your test? (from X calls, how many you faced these issues and how many you don’t)
• your phone model and system version (iOS or Android)
• do you know how fast your internet connection is? (can you test it on this page https://fast.com/ and send us a screenshot at this page?).
• Are you using a VPN?

This information helps us diagnose your issue, and if necessary, pass it on to the product team at appfeedback@reallifeglobal.com

Updated on: 01/05/2024