Quick answer
On a computer: in your browser’s site settings (in Chrome, Firefox or Edge, the icon to the left of the address bar), allow Camera and Microphone for Messenger. Close other video apps, make sure the mic isn’t muted and the right external camera or headset is selected, then restart your browser and computer. On a phone (our advice): allow Messenger’s camera and microphone in your phone’s settings and update the app. If you still can’t see or hear the other person, Meta says ask them to try the same steps.
Does this match what you see?
- The other person can’t hear you, or sees a black screen.
- You can’t hear the other person, or their video won’t load.
- The call freezes, lags or drops.
- Your headset or external camera isn’t being used.
iPhone & iPadAndroidComputer (browser)
Based on Messenger Help “Troubleshoot problems with your camera, microphone or speakers for audio and video calling on Messenger” (computer, iPhone, iPad and Android tabs supplied by the site owner). Meta’s phone tabs repeat its computer advice, so the phone permission steps are our own advice.
Why this happens: the possible causes
Common causes. Which cause fits which problem, and how common each one is, are our own estimates.
| Problem | Likely cause | Fix |
|---|---|---|
| Others can’t see or hear you | No camera or mic permission | Allow access |
| Wrong headset or camera used | Device not selected | Check hardware |
| Freezing or dropping | Slow internet | Fix the connection |
| You can’t see or hear them | Problem on their side | Ask them to check |
- Messenger isn’t allowed to use your camera or micCheck this first
Meta says to make sure the program has permission to access your camera, microphone or speakers.
- Another app is using them, or the mic is mutedCheck this first
Meta says close other programs such as video-calling apps, and make sure your microphone isn’t on mute.
- A slow internet connectionPossible
Meta says if your connection is slow, reconnect to Wi-Fi or try a different network.
- The problem is on the other person’s sidePossible
Meta says if you can’t hear or see them, ask them to try the same steps.
Try these 60-second checks first
- Make sure your microphone isn’t muted and your camera is turned on.
- Close other apps that might be using the camera or mic, such as other video-calling apps.
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: Allow camera and microphone in your browser (computer)
Meta’s steps for Messenger on the web.
Computer (browser)
- Chrome: click the icon to the left of the address bar, then turn on the switch next to Camera or Microphone.
- Safari (Mac): click Safari (top left) > Settings > Websites. In the sidebar, click Camera or Microphone, then choose Allow next to messenger.com.
- Firefox: click the icon to the left of the address bar > Connection secure > More information > Permissions. Next to Use the camera or Use the microphone, untick Use default and click Allow.
- Edge: click the icon to the left of the address bar. Under Permissions for this site, set Camera or Microphone to Allow.
Meta also says to check that your computer lets the browser use the camera and microphone (Apple (external site, opens in a new tab), Microsoft (external site, opens in a new tab)).
Did it work? Our check: your camera preview appears and the other person can hear you.
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: Check your camera, mic and speakers
Meta’s hardware checklist.
- Make sure your camera and microphone are turned on, and your microphone isn’t on mute.
- If you use an external camera, microphone, speakers or a Bluetooth headset, make sure it’s turned on and that your computer has selected it.
- Close any other programs, such as video-calling apps, that may already be using your camera or microphone.
- Close your browser and restart your computer, then try the call again.
Did it work? Our check: the right device works in the call.
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: On a phone: allow Messenger’s camera and microphone
Our advice: Meta’s call page doesn’t give phone steps, but the same permission rule applies in the app.
iPhone & iPad
- Our advice: open Settings > Messenger and turn on Camera and Microphone.
- Update Messenger (App Store (external site, opens in a new tab)) and restart your phone.
Android
- Our advice: open Settings > Apps > Messenger > Permissions, and allow Camera and Microphone. Menu names vary by phone.
- Update Messenger (Google Play (external site, opens in a new tab)) and restart your phone.
Our advice: also check the call volume is turned up and the phone isn’t connected to a Bluetooth headset you’re not using.
Did it work? Our check: the other person can see and hear you.
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.
How to start a Messenger call
- Phone (iPhone or Android): from Chats, tap the person or group, then tap Audio call or Video call in the top right.
- Computer (messenger.com): below Chats, click the person or group, then click Audio call or Video call in the top right.
Call freezing, lagging or dropping?
Meta says to check your internet connection. If it’s slow, reconnect to your Wi-Fi network or connect to a different network.
Can’t see or hear the other person?
Meta says if you can’t hear or see the person you’re calling, ask them to try the same steps: permissions, hardware and their internet connection.
Still not working?
Meta says that if the problem continues after these steps, you can report a problem (external site, opens in a new tab). Messages not sending either? See Messenger not sending messages.
How to know it worked
- Our check: you can see and hear each other on the call.
Still not working? Your next steps
- WhatsApp calls failing too? See WhatsApp calls not working.
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 Messenger calls?
Meta says check that Messenger has permission to use your microphone, the mic isn’t muted, the right external mic is selected, and no other app is using it.
Why is my Messenger video call black?
Our advice: the most likely causes are that the camera isn’t allowed or another app is using it. Meta says allow camera access in your browser and close other video-calling programs. On a phone, our advice is to allow Messenger’s camera in your phone settings.
Why does my Messenger call keep dropping?
Our advice: a slow connection is the usual cause. Meta says check your internet connection and, if it’s slow, reconnect to your Wi-Fi or try a different network.
I can’t hear the other person on Messenger. What do I do?
Meta says ask them to check their own camera, microphone, permissions and internet connection.
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.
- Create a call on Messenger (external site, opens in a new tab)
- Troubleshoot problems with your camera, microphone or speakers for audio and video calling on Messenger (external site, opens in a new tab)
- Download or update your Messenger app (external site, opens in a new tab)
Last reviewed 30 October 2026 by the SocialAppFix editorial team against the sources above. Next scheduled review: 30 April 2027. How we write and review guides.
What changed
- 30 October 2026: First published.
SocialAppFix is an independent guide and is not affiliated with or endorsed by Meta or Messenger. We never ask for passwords, login codes or payment to fix an account.