<aside> <img src="/icons/flash_gray.svg" alt="/icons/flash_gray.svg" width="40px" />

Trouble during an event? Start here!

🔄 Try refreshing first!

Refreshing fixes most issues. You’ll land back in your original breakout room.

💻 Close other video apps

Running Zoom, Google Meet, or another video conferencing app while using Frankly sometimes causes camera or microphone issues.

🎦 Make sure you have the right camera and microphone selected

Click the three dots (• • •) next to the mute button to adjust your A/V settings.

</aside>

For the best experience, we recommend joining Frankly on a laptop or desktop computer using the Chrome browser. If you don't have access to a laptop or desktop, you can join with an iPhone or iPad using Safari as your browser, or join with an Android device using Chrome.

Having trouble signing up and logging in?

I’m unable to create an account

If you are unable to sign up and access Frankly, contact us at [email protected].

I can’t remember the email I use to log in

If you cannot recall the email associated with your Frankly account, contact us at [email protected].

Having trouble during the conversation?

Try refreshing your browser. If that doesn’t resolve your issue, click the Need Help? link below your video window for additional ideas and support.

Having trouble connecting audio or video?

• Be sure to click Allow if prompted, to allow access to your camera and microphone.
• Make sure your camera, microphone and speaker volume are on, not blocked or muted.
• Make sure you have closed any other applications that may be using your camera or microphone (e.g. Zoom, Google Meet)
• Refresh the existing browser tab (click the circular arrow in the upper left corner of your browser); this can fix many issues and won’t cause you to exit the application.

DO NOT open a new browser tab; try to fix the issue within the existing tab.

If you’re still having trouble:

On Chrome:

• Click the padlock to the left of your address bar and set Camera and Microphone to Allow. You might need to try reloading the page after doing so.
• If you need further help troubleshooting audio/video on Google Chrome, click here.