Messages when the call doesn't connect
When a call ends without connecting, the reason appears in red for 5 seconds: on a card at the top of the screen, with the person's name, or at the bottom of the call screen. If the call was already connected, the call screen shows “Call ended”, the reason and the Close button; if it was minimized, the small bar only says “Call ended”, without the reason. You can call again straight away, without waiting for the message to disappear.
| Message | Cause | What to do |
|---|---|---|
| “No answer” | The person didn't answer within 30 seconds. It also happens when the person is a professional with the Busy status, which hides the call screen and silences notifications; when they tried to answer and their browser refused the microphone; or when your real-time chat connection is down and the call never went out. | Send a message and call later. If the person says they saw nothing, reload the page and call again. |
| “Call declined” | The person selected Decline. | Arrange another time by message. |
| “On a call with someone else” | The person is already on another call, one-to-one or group, or is making or receiving another call that is still ringing. Each person can only be on one call at a time. | Call later. |
| “User unavailable. They will be notified of the call attempt.” | The person doesn't have MyFitnessClient open in the browser, nor as an app installed on the home screen. | They get a “Missed call” notification if they have notifications turned on. Call when they are on the website. |
| “They are on the app, which can't take calls. They'll get a notice of your call.” | The person only has the MyFitnessClient app for iPhone or Android open, which doesn't make or receive calls. | They get a “Missed call” notification if they have notifications turned on. Ask them to open MyFitnessClient in the browser and call again. |
| “You can't call this person.” | There is no longer an active link between you: the client's coaching ended, the client is no longer assigned to you in the team, or the colleague left the team or no longer has access to Chat. | Check that the client is active or that the colleague is still on the team. |
| “This conversation is blocked.” | The client blocked this conversation in the MyFitnessClient mobile app. | Only the client can unblock it, in the app. |
| “This isn't part of your plan. Talk to your professional.” | Clients only: your plan doesn't include calls, and the call buttons no longer appear. You can still answer calls from your professional. | Talk to your professional. |
| “Connection lost” | The connection between the two devices dropped or was never made. First “Reconnecting...” appears; if the connection doesn't come back within about 15 seconds, the call ends. | Call again. If it always happens on the same network, switch networks, for example from Wi-Fi to mobile data, or turn off your VPN. |
| “No connection to the server.” | Group calls only: your real-time chat connection is down. | Reload the page and call again. |
| “Your browser does not support calls. Use Chrome, Firefox or Safari.” | The browser doesn't have what calls need. | Open MyFitnessClient in Chrome, Firefox or Safari. |
| “Could not start the call” or “Error answering call” | The call failed to start in your browser, or the server refused it for another reason. | Reload the page and try again. |
The real-time connection is what makes messages arrive on their own and calls ring. When it drops, see The chat doesn't update by itself or messages arrive late.
“Camera and microphone permissions denied.”
The browser didn't let MyFitnessClient use the microphone. Without a microphone, the call doesn't start, whether you are calling or answering. If you were the one answering, the person who called you keeps hearing it ring until the 30 seconds are up, and the call ends in “No answer”. After that sentence, the message says where to change the permission in your browser; on the card at the top of the screen, that text may be cut off.
After you refuse once, the browser may stop asking and refuse on its own. Where the permission is in each browser:
| Browser | Where to change the permission |
|---|---|
| Chrome, Edge and others, on a computer | The camera or microphone icon in the address bar. Choose Allow. |
| Safari, on a Mac | In the Safari menu, Settings for This Website. Set Camera and Microphone to Allow. |
| Any browser, on iPhone and iPad | The settings for this website in the browser. Set Camera and Microphone to Allow. |
| Firefox | The icon at the start of the address bar, before the address. Clear the camera and microphone block. |
| Chrome and others, on Android | The icon next to the address. Open Permissions. |
To use the microphone and camera again:
- In the browser, open the permissions for MyFitnessClient, in the place the table shows.
- Set the microphone to Allow and, for video calls, the camera too.
- If the call never connected, call again.
- If the call is connected and only the camera is missing, select Allow camera in the amber box.
The microphone and camera join the call. If the website is already set to Allow and the message persists, the device's system may be stopping the browser from using the microphone or camera: in the privacy settings of your computer or phone, allow the browser and call again.
The camera is blocked or doesn't appear
In a video call where the microphone works and the camera doesn't, the call continues with voice only and an amber box appears at the bottom of the call screen. The other person sees your avatar instead of video.
- “The camera is blocked in this browser.”: the browser refused the camera. The box says where to change the permission and, with the call connected, shows the Allow camera button. First change the permission, as in the previous section, then select the button.
- “No camera found on this device.”: the device has no camera, or the browser couldn't open it, for example because another app is using it. Close that app and, with the call connected, select the camera button in the call bar.
The X closes the box. A voice call doesn't ask for the camera: the box only appears in a voice call if you turn on the camera partway through and it fails. On a device without a microphone, the call still connects, but the other person can't hear you; in that case, even in a voice call, the browser may ask for the camera.
On iPhone or iPad, in the app installed on the home screen
If you installed MyFitnessClient on the home screen from the browser and the microphone fails in a call made or answered from that icon, the message says: “On iPhone/iPad the microphone only works in Safari, not from the installed app icon. Open myfitnessclient.com in Safari and call from there.”
Open myfitnessclient.com in Safari, sign in to your account and make the call from there.
The call connects, but there is no sound
- The other person can't hear you: a red microphone button means you are muted, and selecting it turns the sound back on. If it isn't red, select the gear and, in Call Settings, choose another device under Microphone.
- You can't hear the other person: if they muted themselves, a crossed-out microphone appears on their avatar or, in a video call, “Muted”. Also check your device's volume.
- With headphones, your voice cuts out: in Call Settings, turn off Echo cancellation. If the other person hears an echo of their own voice, turn it on or use headphones.
What the call card in the conversation says
At the end of each call, a card stays in the conversation. Each person sees their own side:
| What happened | The caller sees | The recipient sees |
|---|---|---|
| The call was answered | “Voice Call” or “Video Call”, and the “Duration” in minutes and seconds | The same |
| Nobody answered within 30 seconds | “No answer” | “Missed call” |
| The person declined | “Call declined” | “Call declined” |
| The caller hung up before it was answered | “Call cancelled” | “Call cancelled” |
| The person was on another call | “User busy” | “Missed call” |
| The person didn't have MyFitnessClient open in the browser, or only had the app | “User offline” | “Missed call” |
| The call failed before connecting | “Call error” | “Missed call” |
A call that dropped after connecting counts as answered, with its duration. A voice call in which someone turned on the camera shows as “Video Call”. For the caller, a card with no saved reason says “Call not answered”. In a group call, the card says “Group call ended”, with who started it, the number of participants and the duration.
The card for a one-to-one call is saved by the caller's browser. No card is left when the caller closes or reloads the page before the call ends, hangs up while the browser is still asking for the microphone, or has their microphone refused.
How the recipient is notified
- With MyFitnessClient open but hidden, for example in another tab, the call still rings and an “Incoming call” notification also arrives.
- Without MyFitnessClient open in the browser, a “Missed call” notification arrives straight away.
- If nobody answers within 30 seconds and the person isn't looking at the screen, the card sends a “Missed call” notification.
If you call several times in a row, the notifications from the first two situations arrive at most once every 25 seconds. The Busy status silences all these notifications. If the client doesn't receive notifications, send them Not receiving notifications on your phone or in the browser.
If this did not solve it
If you are a professional, contact support. If you are a client, write to the MyFitnessClient team using the contact shown at the bottom of the Help Center home page. Include:
- the browser and the device, and whether you use the app installed on the home screen;
- whether the problem is with connecting, sound or video, and on which side;
- the day and time of the call;
- the exact message that appeared.