How can we help?

Camera or microphone not working?

This page is the video chat help we wish every site had — real steps, not vague advice. Nine times out of ten a camera problem is a browser permission, and it takes under a minute to fix. If your camera is not working on video chat, walk through these steps in order — most people never make it past the first two.

1. Look for the camera icon in your browser's address bar. Click it, set camera and microphone to Allow for Shaglee, then reload the page.
2. Make sure you are on the secure version of the site — the address should start with https. Browsers quietly block camera access on non-secure pages.
3. Close anything else that might be holding the camera: other video call apps, other browser tabs, even a camera app left open in the background.
4. Check your device settings. On both phones and computers, there is a system-level privacy toggle for camera and microphone that can block your whole browser.
5. Still dark? Restart the browser completely, or try a different one — this flushes out stuck permissions surprisingly often.

Worked through all five and still nothing? Send us a note through the Shaglee support contact page and mention your device and browser — that detail saves us both a round of back-and-forth.

Matching & connection problems

Most video chat matching problems come down to two things: your connection, or the time of day. Both are fixable, or at least understandable, once you know what is going on.

1. Check your connection first. If you are on shaky Wi-Fi, move closer to the router or switch to mobile data — video chat needs a steady stream more than raw speed.
2. Refresh the page and rejoin the queue. A stuck queue entry can leave you waiting forever for a match that was never going to happen.
3. Consider the clock. Matching is fastest when more people are online — evenings and weekends in your region. At 6am on a Tuesday, even a healthy queue moves slowly.
4. Turn off your VPN if you use one. It can route you to a faraway region, which slows matching and drops call quality.
5. If calls connect but freeze or stutter, lower the load: close streaming apps and big downloads on the same network, then try again.

If you are seeing the same error over and over rather than just slow matching, that is worth reporting — include the exact error text when you write in.

Coins, billing & your account

Coin questions are usually resolved faster than people expect, so do not stress. If a balance looks wrong, refresh first — purchases can lag a few seconds behind the payment. Your balance shows in your account area once you are logged in.

Bought coins that never showed up? Keep the receipt email and do not buy again right away — duplicate purchases make the cleanup slower, not faster. Write to us with the email on your account, roughly when the purchase happened, and the receipt if you have it, and we will match the payment to your account.

For account problems — cannot log in, lost access to your signup email — write to us from the address you registered with if you still can. That one step lets us verify it is really you and skip a lot of security questions. If you cannot, tell us what you remember about the account and we will work from there.

Safety & reporting questions

Reporting is deliberately simple: tap the report button during or right after a chat, add a short note, done. Blocking is separate — it instantly stops that person from ever matching with you again, no questions asked, and we encourage you to use it freely.

What happens after a report? It goes into a review queue where people look at the behavior and decide on consequences, from warnings to permanent bans for the serious stuff. The full picture of what is and is not allowed lives in the video chat community guidelines, and our video chat safety tips cover the habits worth building before you need them.

One honest note: reporting works best when you add a sentence of context. "He asked me for gift cards" tells the review team far more than a bare flag, and it helps them act faster.

Still stuck?

Then it is time for a human. Head to the contact video chat support page and write to us at support[at]shaglee.com. Include your account email, your device and browser, and what you already tried — that combination gets you a useful answer instead of a clarifying question.

We aim to reply within a couple of business days, and safety reports get priority. Whatever is going wrong, someone here has seen it before — do not sit on it.