Technical support and troubleshooting

You should see a pop-up that requests access to your microphone and camera, click Allow. If you don’t see the message, you can check if you have allowed access by going to your browser or device’s settings.

Check your browser or device’s settings to make sure you have allowed access to both your camera and microphone.

You can also test if they’re working in other programs (eg Facebook Messenger, Zoom, etc). If not, you may need to further troubleshoot your hardware.


You have clicked the link to your Video Interview, but a window comes up that says ‘Browser unsupported’.
If this happens, make sure you have the latest version of either Chrome, Firefox, Safari, or Edge. You can download any of these browsers for free from their respective websites, from the App Store, or from the Google Play Store.

If you are using one of these four supported browsers and the ‘browser unsupported’ window continues to show after clicking the link; clear your browser history and cache. If you’re not sure how to do this, you can use your preferred search engine to find instructions for the browser you are using.

If you have done the above and it’s still not working, copy the link and open it in a private browsing window, e.g. Incognito in Chrome. This option will automatically clear all history and cookie data and will allow you to continue with your Video Interview.


Please complete your interview using Safari. We currently do not support Chrome or Firefox on iOS.


Please complete your interview using Chrome. We currently do not support Firefox on Android.

If you review your videos before pressing submit at the end of your interview we will check your internet connection. If it’s slower than 2mbps you will get a notification that uploading might be affected.

If you are unable to upload your responses you will see the message displayed below:

We only save your answer once you have pressed the Save button. Once you have finished and confirmed that you have saved your response, you can close your browser.
To return, simply go to the email link and restart the interview from where you left off. If your browser crashes or is closed mid-way through a response you can use the email link to return to the last saved response.

Just like with a face-to-face interview, once you’ve completed and submitted your responses you’re no longer able to amend them. We suggest reviewing your videos before you click submit to make sure you’re happy with your answers.

If you continue to have technical problems and you have followed the troubleshooting instructions we are here to help.