How can we help you?
My patient can’t see me
Below are the most common browser problems that other users, like you, have encountered.
You can always send an email to help@psycare.it to contact support and help you resolve the problem.
Allow access to the camera
To participate in a video session, you must allow PsyCare to access your camera and microphone.
You may have accidentally clicked on Block thus preventing your patient from seeing you. Click here to see how to allow access to your camera and microphone.
Your camera is currently being used by other software
PsyCare cannot use the camera or microphone because they are being used by other software..
If you only have a camera or microphone, make sure you close any other software that is using them (e.g.. Skype, Whatsapp Web, Microsoft Teams, FaceTime…) or turn off and on your PC or smartphone again.
If you have multiple cameras or microphones, you can choose which one to use:
1. Inside the waiting room, select the audio or video input you want from the drop-down menus and refresh the page.
2. If you are already in the virtual room, open the side column and, in the tab 
Settings, select the devices you want to use from the drop-down menus. Finally, refresh the page.
Make sure you don't have your video turned off
Inside the video session, the camera icon in the bottom bar must not be crossed out but must look like the image you see below.
Something is covering your camera
Some cameras have a mute button or cover. If yours does, make sure it’s not covered and that your camera is active.
Update your browser to the latest available version
Make sure your browser is updated to the latest version. Click here to see how.
Change browser
If you are unable to use PsyCare, try using another browser (especially if you are using Safari).
Do you have a camera?
To take online sessions, you need a camera. If your PC doesn’t have one, make sure the cable is properly plugged in and the camera is turned on.
Delete cookies
Sometimes cookies can prevent access to certain features.. Click here to see how to delete them.
Check your antivirus, firewall, or parental controls
Make sure psycare.it is not among the sites blocked by your antivirus, firewall, or parental controls.
Close and reopen your browser or restart your device
Close and reopen your browser and log back into PsyCare. Alternatively, restart your device.
