Help Center

Most problems on a video call have a thirty-second fix. Find yours below. If none of these help, the last section tells you how to reach support.

Last updated October 13, 2026

01 Camera or microphone will not switch on

Look for a camera icon or padlock in the address bar, tap it, and set camera and microphone to Allow. Then reload the page.
Close other apps or tabs that may be using the camera, such as a meeting app.
On a phone, check the system settings to confirm that your browser itself is allowed to use the camera and microphone.
Try a different browser. Current versions of Chrome, Safari and Edge are supported.

02 Picture is frozen, dark or jumpy

Move closer to your Wi-Fi router or switch from mobile data to Wi-Fi.
Close downloads and video streams running on the same connection.
Face a window or a lamp; cameras struggle when the light is behind you.
Reload the page to reconnect.

03 I cannot hear them, or they cannot hear me

Check that your device is not muted and the volume is up.
If you use headphones, make sure the browser is sending sound to them.
Confirm that the microphone icon in the call is not switched off.
Ask the other person, by typing, to check their side as well.

04 Matching takes a long time

Matching depends on who is online at that moment, so some hours are quieter than others. Wait a little, or open Who's online and start a call from a profile.

05 Where more free matches come from

New users start with free matches. To get more, open the Reward Center at the top of the match screen and claim; this is possible several times a day. If no claim is ready, the Reward Center shows when the next one will be.

06 Coins and payments

Coins are bought in the coin store on chillhub.chat. The price is shown before you pay.
If a payment succeeded but coins did not appear, reload the page first.
Still missing? Email support with the date and the amount of the purchase.

07 Guest sessions and signing in

A guest session lives in the browser where it began. Clearing browser data, or switching to another browser or device, starts a new one. If you have follows or coins you want to keep, sign in so they are attached to an account.

08 Reporting and blocking

Report tells us what happened; block is for when you want no further contact. Both are options on the site, and the safety page says when to use each.

09 Deleting your account

Email [email protected] from the address on your account, or include your display name if you are a guest, and ask for deletion.

10 Still stuck?

Write to [email protected]. The contact page lists what to include so we can help on the first reply.