Troubleshooting Steps

Your provider not being able to see you can be due to several reasons.

First, run the video visit test on your device to make sure your camera is set up and working.

If you are still having issues, here are a few things to try:

Refresh your browser
Sometimes your browser doesn't connect to the webcam properly. Restart your browser to give it another opportunity to connect.

Did you give permission to access your webcam?
The first time you log for your video visit, your browser will request permission to access your webcam and microphone. If you denied access, they won't see your video.

Restart your computer
Sometimes other video programs (e.g. Skype, Facetime) can block access to the camera. Restart your computer or close these programs.

Do you have the correct camera selected?
If your computer has multiple webcams, the wrong one may be selected. Make sure you are using the correct webcam.

Do you have a webcam?
If you are using a computer that doesn't have a webcam, or it's not plugged in or turned on, they won't see your video. Make sure you have a working camera.

Is something covering your webcam?
Some webcams have a privacy shield, make sure it isn't covering your camera.

Check antivirus, firewall or parental settings
If you have antivirus, firewall, or parental control software installed, make sure that the video visit is allowed to access and share your camera.

Is your browser up to date?
Your browser needs to be using the latest version.

Change browsers
If your current browser isn't working, try using a different browser.

Mac Update:
Mojave is the operating system (like Windows), and Safari is the browser (like Chrome/Firefox ect). So if using a Mac with the newest operating system, you'll need to give Chrome/Firefox access to the camera in Preferences > Privacy and Security > Camera/Microphone