If you are unable to see the other party during your video call, there could be several causes.
1) The other party has blocked their video feed. Can you hear the other person? Do you see a small video camera icon below their name in the upper left corner of the call window? This indicates they have turned off video or have not enabled video permissions. Inform the other user that they need to enable video.
2) You may have an issue with your connection. If video bandwidth is not sufficient to support video, TouchCare will keep the call live as an audio-only call. You may see a banner at the bottom of the screen indicating that network quality is insufficient. You should restart the call and try again. You or the other party may need to find a different, more suitable network.
If you continue to experience video issues, please contact us at firstname.lastname@example.org