If Messenger video calls aren't working, update the Messenger app first, then check your camera and microphone permissions and your connection. On a computer, use messenger.com in a supported browser, because the Messenger desktop app has been retired. Group video calls don't work in Firefox or Edge.
A Messenger video call that won't connect, freezes or shows a black screen is usually down to one of a handful of causes: an out-of-date app, blocked camera access, a weak connection, or the wrong browser on a computer. Meta's help centre adds a couple of reasons most people never consider, including the fact that the Messenger desktop app no longer exists. Work through these in order, starting with the quick ones, and you'll usually have the call working again within a few minutes.
Quick fixes to try first
- Update Messenger. Meta's first suggestion for call problems is installing the newest version.
- Restart your phone or computer to clear any stuck processes.
- Check Messenger has permission to use your camera and microphone in your phone's settings.
- Close other apps that might be using the camera, such as Zoom, Teams or your camera app.
- Switch between Wi-Fi and mobile data to see if the connection is the problem.
Video calling on a computer
This catches out lots of people. Meta says the Messenger desktop app for Mac and Windows is no longer available. If you've been relying on it, calls may simply stop working. Use messenger.com in your web browser instead: open the conversation and click Start video call. Bookmark the page so it's as quick to reach as the old app, and sign in once so you're ready the next time someone calls.
Your browser matters. Meta notes that group calling isn't currently available in Mozilla Firefox or Microsoft Edge. If a group call won't start, switch to another browser, such as Chrome, and allow camera and microphone access when the browser asks.
| Problem | Most likely cause | Fix |
|---|---|---|
| No video option at all | Out-of-date app, or calling not offered in your country | Update Messenger and check it's offered in your country |
| Group call won't start on a computer | Using Firefox or Edge | Switch browser |
| Others can't see you | Camera permission blocked | Allow camera access in settings |
| Others can't hear you | Microphone permission blocked or muted | Allow microphone access and check the mute button |
| Call drops or freezes | Weak connection | Move closer to the router or switch networks |
| Desktop app stopped working | The Mac and Windows app has been retired | Use messenger.com in a browser |
How to check camera and microphone access
Blocked permissions are behind a huge share of "they can't see me" calls. Phones ask once, and if you tapped Don't Allow months ago, Messenger has been silently blocked ever since.
- iPhone: open the iPhone Settings app, scroll to Messenger and turn on Camera and Microphone.
- Android: open Settings, then Apps, then Messenger, then Permissions, and allow Camera and Microphone.
- Browser on a computer: click the camera or padlock icon in the address bar on messenger.com and allow both.
While you're there, check the device itself. If your laptop has a privacy shutter over the webcam or a physical mute key, make sure neither is switched on. It sounds obvious, but it's one of the most common reasons a call shows a black square.
When calling isn't available at all
Meta says Messenger video calling isn't available in all countries, and some internet providers and mobile carriers may restrict access to it. If you're travelling or using a network at work, school or a hotel, that could be the reason calls fail while messages still work. Try another network to test it, such as your phone's mobile data instead of the hotel Wi-Fi.
Calls with someone you've blocked
If you've blocked someone's profile on Facebook or Messenger, Meta says they can't join the same call as you while you're both logged in. If a group call won't let someone in, check nobody in the call has blocked them.
Privacy points worth knowing
- In one-to-one voice and video calls, Meta says your IP address is shared with the other person once the call connects, because it uses a direct connection to improve quality.
- Calls joined through a Messenger call link aren't end-to-end encrypted.
- App calls may use your mobile data, so switch to Wi-Fi for long calls.
Still not working?
- Delete and reinstall Messenger. Meta lists this as a troubleshooting step.
- Check your phone has enough free storage and that its system software is up to date.
- Test the camera and microphone in another app. If they fail there too, the problem is your device, not Messenger.
- Report the problem from Messenger's settings so Meta can look into it.
For the basics of starting a call, read my guide to updating Messenger and the explainer on what the Messenger app is and how it works.
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My verdict
Update Messenger, allow camera and microphone access, and test another network before anything drastic. On a computer, use messenger.com in Chrome rather than the retired desktop app or Firefox and Edge for group calls. That combination fixes most Messenger video calls that won't connect.
Frequently asked questions
Why is my Messenger video call not working?
The usual causes are an out-of-date app, blocked camera or microphone permissions, a weak connection, or using an unsupported browser on a computer.
Why won't Messenger video calls work on my computer?
The Messenger desktop app for Mac and Windows has been retired. Use messenger.com in a browser, and avoid Firefox or Edge for group calls.
Can my mobile network block Messenger calls?
Yes. Meta says some internet providers and mobile carriers may restrict access to video calling.
Why does my Messenger video call show a black screen?
Usually the camera permission is blocked, another app is using the camera, or a webcam privacy shutter is closed.
Does a Messenger call show my IP address?
In one-to-one calls, Meta says your IP address is shared with the other person once the call connects.
