Videocalling in the app

Videocalling in the app

You can make a video call in the Karify app. This article discusses how this works and what you can do if video calling does not work (optimally).

Some phones/tablets are no longer supported for the Karify app.
The app is supported on Android versions 5 through 12, and starting from Apple iOS version 10.

Android version 10
Due to Google restrictions, receiving notifications does not always work in Android version 10.
You will not receive a video call if you have moved the app to the background on your phone.
To receive the video call, you must keep the app open. In Android version 11, this has been fixed, and you can once again receive notifications for a video call while the app is active in the background.

To prepare for video calling, first follow the steps below:
Step 1. Install the most recent version of the Karify app on your phone.
Download the app from the Google Play Store (Android) or the App Store (Apple).

Step 2. You need an active Karify account to log in to the app. If you do not have a Karify account yet, ask your contact person within your healthcare organization to invite you to create one. Read more about creating an account here.

Step 3. Before starting the video call, log in to the Karify app using the email address and password of your Karify account. Read more about logging into the app for the first time here.

Step 4. Grant the app the correct permissions to use your camera and microphone. The app will always ask for permission itself when you receive a video call for the first time. Click Allow here. (The notifications below may look slightly different on an Apple device).

If this does not work, or if you have previously clicked Decline, you can still grant permission in your phone settings. How you do this depends on your operating system:
  1. iOS: Are you using an Apple device? Then go to Settings -> Privacy. Click on Camera here and grant permission for the Karify app to use the camera. Go back to the previous screen and click on Microphone to grant permission here as well.
  2. Android: Go to Settings -> Apps. Find the Karify app and click on Permissions. Grant permission here for the use of the Camera and the Microphone.

Starting a video call

Your contact can start a video call. You cannot start it yourself.

As soon as your contact has started the video call, you will receive a push notification on your phone and an email in your inbox.

You can answer, decline, or ignore the video call.

On an iPhone, you must first unlock the app with your PIN or fingerprint.

  1. Answer
    You answer a video call by tapping the green phone icon. You will then immediately see yourself and your contact on screen.
  2. Reject
    You reject a video call by tapping the red phone icon. The call will then be ended, and your contact will be notified.
    To conduct a video call afterwards, your contact must start a new call.
  3. Ignore
    You can ignore a video call by locking the phone or going to the home screen.
    The video call is not automatically ended: if you open the Karify app afterwards, you can still answer the call.

End the call
After you have answered the call, you can end the video call by tapping the red phone icon.

View history
A history is kept of the times you conducted a video call, with whom, and the duration of the call.
The content of the call is not recorded or stored.

Can I start a video call myself? You cannot start a video call yourself.
If you have missed a call, you can send a message to your healthcare professional if desired.

I have no video/audio in the Karify app
Check if you have granted the Karify app the correct permissions.
You can check this via your phone settings. How to do this depends on the operating system on your phone (see Step 4 above).

I am not receiving the video call from my contact person
Check if you are logged into the correct Karify account. If you have more than one Karify account, you may be logged in with the wrong account.
To receive a video call, push notifications must be enabled on your phone. Check via your phone settings and via the app whether your push notifications are enabled:
  1. iOS: Go to Settings -> Notifications and find the Karify app. Ensure that notifications are allowed here.
  2. Android: Go to Settings -> Apps. Find the Karify app, and click on Notifications. Ensure that reporting is allowed here.

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