Quick answer
Make sure your camera and microphone are on and not muted, close other apps using them, and check that Instagram (or your browser) has permission to use the camera, microphone and speakers. Then restart your phone, tablet or computer, reconnect to Wi-Fi or try another network, and on a phone or tablet reinstall Instagram. If you can’t hear or see the other person, ask them to do the same.
Does this match what you see?
- People can’t hear you, or your video is black, on an Instagram call.
- You can’t hear or see the person you’re calling.
- The call cuts out, freezes or is poor quality.
iPhone & iPadAndroidComputer (browser)
Meta gives the same checks for computer, Android, iPhone and iPad, with reinstall steps only for phones and tablets.
Why this happens: the possible causes
What Meta asks you to check (our grouping).
| What happens | Start here |
|---|---|
| Others can’t hear or see you | Check camera, mic and permissions |
| You can’t hear or see them | Ask them to check |
| Call drops or freezes | Check your connection |
- Camera or microphone off, muted or in useCheck this first
Meta says to make sure your camera and microphone are on and not muted, and to close any programs that may already be using them.
- Missing permissionCheck this first
Meta says the app (or, on a computer, your browser) needs permission to access your camera, microphone and speakers.
- A slow connectionPossible
If your connection is slow, Meta suggests reconnecting to Wi-Fi or trying a different network.
Try these 60-second checks first
- Check you’re not muted and your camera is on.
- Close other apps or programs that might be using the camera or microphone.
How to fix it, step by step
Work through these in order. They start with the quickest, safest checks and only move to steps that sign you out or remove data later.
Fix 1: Check your camera, microphone and permissions
Meta’s first set of checks covers your camera, microphone, speakers and permissions.
- Make sure your camera and microphone are turned on, and your microphone isn’t muted.
- Close any apps or programs that may already be using your camera or microphone.
- Using an external camera, microphone or speakers? Make sure they’re selected for use on your device.
- Check that Instagram has permission to use your camera, microphone and speakers in your phone or tablet’s settings (on a computer, check your browser has permission).
Meta points to Apple’s guide to controlling access to hardware features (external site, opens in a new tab) for iPhone and iPad, and to Google Play’s help (external site, opens in a new tab) for Android.
Did it work? Your camera preview shows and your mic picks up sound.
Did Fix 1 solve it?
Great, you fixed it with Fix 1. Tell us it worked, or bookmark this page in case it happens again.
Fix 2: Restart your device (and browser)
Meta suggests restarting your phone, tablet or computer.
iPhone & iPad
- Restart your iPhone or iPad.
Android
- Restart your phone or tablet.
Computer (browser)
- Close your internet browser and restart your computer.
Did it work? Try the call again.
Did Fix 2 solve it?
Great, you fixed it with Fix 2. Tell us it worked, or bookmark this page in case it happens again.
Fix 3: Check your internet connection
Meta suggests this if your internet connection is slow.
- Reconnect to your Wi-Fi network, or connect to a different network.
Did it work? The call stays connected with clear sound and video.
Did Fix 3 solve it?
Great, you fixed it with Fix 3. Tell us it worked, or bookmark this page in case it happens again.
Fix 4: Reinstall Instagram (phone or tablet)
Meta says to try deleting and reinstalling Instagram if restarting and checking your connection don’t help.
iPhone & iPad
- On the Home screen, tap and hold the Instagram icon until it shakes.
- Tap Remove App to delete it. Meta says your photos and profile info are saved by Instagram.
- Reinstall Instagram from the App Store and log in.
Android
- Go to Settings > Apps > Instagram > Uninstall.
- Reinstall Instagram from Google Play and log in.
Our advice: make sure you know your password, and can get your login code if you use two-factor authentication, before you reinstall.
Did it work? Calls work after you log back in.
Did Fix 4 solve it?
Great, you fixed it with Fix 4. Tell us it worked, or bookmark this page in case it happens again.
Fix 5: Can’t hear or see them? Ask them to check too
Meta says that if you can’t hear or see the person you’re calling, ask them to try the same steps.
- Ask them to check their camera, microphone and permissions, restart their device, check their connection and, on a phone or tablet, reinstall Instagram.
Did it work? You can hear and see each other.
Did Fix 5 solve it?
Great, you fixed it with Fix 5. Tell us it worked, or bookmark this page in case it happens again.
Fix 6: Still not working? Report the problem
Meta says to report a problem if you’re still having issues after trying these suggestions.
- Report the problem to Instagram using its report a problem (external site, opens in a new tab) instructions.
Did it work? Your report is sent.
Did Fix 6 solve it?
Great, you fixed it with Fix 6. Tell us it worked, or bookmark this page in case it happens again.
How to know it worked
- You can hear and see the other person, and they can hear and see you.
Still not working? Your next steps
- Instagram crashing or not loading at all? See Instagram keeps crashing.
Official help routes
SocialAppFix can’t see or change your account. For account decisions, recovery and appeals, only the platform’s own tools can help. These links go to the official sites.
Frequently asked questions
Why can’t people hear me on Instagram calls?
Meta suggests checking your microphone is on and not muted, closing other apps using it, and making sure Instagram has permission to use your microphone. Then restart your device and check your connection.
Why is my Instagram video call black?
Meta suggests making sure your camera is turned on, closing other apps that may be using it, and checking Instagram has camera permission. If you can’t see the other person, ask them to try the same checks.
Do I lose my photos if I reinstall Instagram?
Meta says that when you remove the app, your photos and profile info are saved by Instagram.
Did this solve your problem?
Your answer stays in your browser — nothing is sent or stored. The “tell us” link opens your own email app.
Out of date or didn’t work? Email us — never include passwords or codes.
Sources and how we checked this guide
We base steps on the platforms’ own help pages and the phone makers’ official guides. Menu names change often and can differ by device, app version and region. Where a platform page could not be independently read, we link it so you can check the current wording yourself.
Last reviewed 24 October 2026 by the SocialAppFix editorial team against the sources above. Next scheduled review: 24 April 2027. How we write and review guides.
What changed
- 24 October 2026: First published.
SocialAppFix is an independent guide and is not affiliated with or endorsed by Meta or Instagram. We never ask for passwords, login codes or payment to fix an account.