Most technical problems on It's Complicated come down to your browser, your permissions, or your connection, and can usually be sorted in a few minutes. This article covers quick fixes for general issues, what to check for video calls (where problems most often show up), and how to reach us if you are still stuck.
Quick fixes to try first
If something is not working as expected, these three steps resolve most problems:
- Update your browser to the latest version.
- Clear your cookies for the It's Complicated site, then sign in again.
- Try a different browser or device, especially if you are using a phone or tablet.
Use a supported browser
Our platform runs in your browser, so your choice of browser makes a real difference to how well the platform works:
- Chrome is recommended and gives the most reliable experience.
- Firefox is a solid alternative.
- Safari works, but can be stricter with camera and microphone access, which occasionally causes problems.
- Other browsers are not recommended for video calls.
Trouble with video calls
Video calls are where most issues appear, and camera or microphone trouble is nearly always a browser permission that needs granting.
When you select Join call, you land in the lobby. Use it to choose your microphone, camera, and speaker, and to check your sound with Test Speakers before you enter. If the microphone or camera icon is red, it is switched off, so select it to turn it on. The first time you join, your browser asks for permission to use your camera and microphone: choose Allow.
If your camera, microphone, or connection plays up once you are in the call, try these in order:
- Refresh the page. This clears most temporary glitches without ending the session.
- Check your permissions. If you cannot be seen or heard, your browser may have blocked your camera or microphone. Look for a blocked icon in the address bar and set both to Allow.
- Use the in-call Help button. Select Help in the bottom left of the call to run a quick check of your microphone, camera, and speaker, and to get guidance on common issues, all without leaving the session.
💡If you keep running into the same issue, switching to Chrome usually clears it. For a full walkthrough of getting into a session, see Joining an online appointment.
Trouble logging in
If you cannot sign in, start by checking that you are using the email address registered to your account, that Caps Lock is off, and that there are no stray spaces in your password. If your browser autofilled old details, try typing them in by hand. For the full set of steps, including what to do if you still cannot get in, see Account log-in issues.
Resetting your password
Forgotten your password? You can reset it from the sign-in page using the password reset option, and we will email a reset link to your registered address. If the email does not arrive, check your spam folder and confirm you used the right address. Changing your email and/or password walks through the whole process.
Not receiving emails from us
If emails from It's Complicated are not reaching you, such as password reset links, appointment reminders, or sign-in alerts, a few checks usually explain it:
- Look in your spam or junk folder, and mark our emails as "not spam" so future ones land in your inbox.
- Confirm the email address on your account is correct and one you can access.
- Check your notification settings under Settings then Notifications to make sure the emails you expect are switched on.
Reset emails and reminders usually arrive within a few minutes.
Still need help?
If none of the above works, get in touch through our contact form and we will help you sort it out. To let us investigate quickly, include: a description of the issue and any error message you saw, the browser and device you were using (e.g., Chrome on macOS or Safari on iPhone), whether your camera and microphone work in other apps, and screenshots or a short screen recording, if you can.