If you're having trouble joining an audio or video call with a practitioner—or you've joined but can't hear or see each other—don't worry. Try the steps below for the device you’re using. If a step doesn’t apply, move on to the next one.
On your mobile device
On your mobile device
Update the Maple app. Check the App Store or Google Play Store for an available update.
Allow camera and microphone access. Open your device’s settings and make sure Maple can use your camera and microphone.
Close and reopen the Maple app. Fully exit the app, then open it again.
Ask your practitioner to start a new call. Decline the current call and ask the practitioner to start another one.
Try a stronger connection. If available, switch to a stronger Wi-Fi or mobile data connection.
On your computer
On your computer
Update your browser. Maple recommends using the latest version of Google Chrome. Check for Chrome updates here.
Allow camera and microphone access. Open your browser settings and make sure Maple can use your camera and microphone. The way to do this will vary by browser and version. Select your browser from the list below to visit their support page:
Refresh the page. Then try joining the call again.
Close and reopen your browser. Fully close the browser before opening it again.
Ask your practitioner to start a new call. Decline the current call and ask the practitioner to start another one.
Try a stronger connection. If available, switch to a stronger Wi-Fi connection.
If you're still having trouble after trying these steps, contact our team. It may help to include where you're trying to use Maple, and whether you can’t join the call or can join but can’t hear or see the other person.