Question: When I attempt to connect to my video chat, my computer asks me to download a plugin. Should I proceed with the download?

Answer: Yes, this is a simple internet plugin that will allow you to connect to a video chat. If you would like to connect to your video chat download, please access your chat from a Firefox® or Chrome™ browser.


Question: I am on the device selection screen and I don’t see a microphone, speaker, or camera listed. How do I move on to the next step?

Answer: We want to ensure that you have the most positive experience possible when meeting with us over video chat. To ensure that you will be able to easily communicate with us, we require that you have a microphone, speaker, and camera to connect to your computer. Please try connecting a new device to continue. Note that it may take a few moments for the device to register with your browser.


Question: A pop-up keeps displaying from my browser asking for access to my devices. Should I allow access?

Answer: Yes! This will allow us to see and hear you when you connect to the video chat.


Question: I have connected to my video chat and I want to mute my audio and video. What do I need to do?

Answer: On your screen you will see icons that look like a microphone and a camera. To mute and unmute these devices, click the corresponding icons. We recommend that you don't click the speaker icon because if you do you won't be able to hear our agent.

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