If your customers are having trouble recording video testimonials, this guide covers the most common issues and solutions.

Camera or Microphone Permission Denied

This is the most common issue. When a customer clicks "Record Video," their browser asks for camera and microphone access. If they deny the permission (or if it was previously denied), recording won't work.

How to Fix

Chrome:

1. Click the camera icon (or lock icon) in the address bar
2. Set Camera and Microphone to Allow
3. Refresh the page
4. Try recording again

Firefox:

1. Click the lock icon in the address bar
2. Click the X next to any blocked permissions
3. Refresh the page
4. When prompted again, click Allow

Safari:

1. Go to Safari → Settings → Websites → Camera (and Microphone)
2. Find the Loveboard form URL
3. Set to Allow
4. Refresh the page

Edge:

1. Click the lock icon in the address bar
2. Set Camera and Microphone permissions to Allow
3. Refresh the page

On Mobile Devices

iOS Safari:

1. Go to Settings → Safari → Camera & Microphone Access
2. Make sure it's enabled
3. Refresh the form page

Android Chrome:

1. Tap the lock icon in the address bar
2. Tap Permissions
3. Allow Camera and Microphone
4. Refresh the page

Camera In Use by Another App

If another application (Zoom, Microsoft Teams, Google Meet, FaceTime, etc.) is currently using the camera, the browser may not be able to access it.

How to Fix

1. Close any video conferencing apps
2. Close other browser tabs that might be using the camera
3. Refresh the form page and try again

Browser Not Supported

Video recording requires a modern browser with WebRTC support.

Supported Browsers

How to Fix

• Update your browser to the latest version
• Switch to Chrome (the most reliable option for video recording)

Poor Video or Audio Quality

Lighting

• Face a window or light source — avoid having bright lights behind you
• Avoid dark rooms — the camera needs adequate light

Audio

• Record in a quiet environment
• Sit closer to the device's microphone
• Consider using headphones with a built-in microphone

Camera

• Clean the camera lens (especially on phones)
• Ensure the camera is at eye level for the best framing
• Keep a stable position — prop up the device if needed

Upload Failing

If the video records successfully but fails to upload:

How to Fix

• Check your internet connection — uploads require a stable connection
• Try on a different network (switch from WiFi to mobile data, or vice versa)
• Record a shorter video — shorter videos upload faster and more reliably
• Refresh the page and re-record

Video Limit Reached

If the workspace has reached its video testimonial limit, new video submissions will be blocked.

How to Fix

• The workspace owner needs to upgrade the plan to increase the video limit
• Switch the form to "Text Only" temporarily while upgrading
• See Plan Comparison for video limits per plan

Still Not Working?

1. Note the browser name and version
2. Note the device (desktop/mobile, OS)
3. Note any error messages displayed
4. Contact our support team with these details