My guest can't join — troubleshooting checklist

Work through this checklist in order. Most guest join issues are resolved by steps 1–3.

Step 1 — Check the room link

- Make sure you have shared the correct link from your admin panel

- Room links are permanent but can be revoked — if you recently revoked and regenerated the link, the old link no longer works

- Test the link yourself in a private/incognito browser window

Step 2 — Check the room is not locked

- As host, check the toolbar — if the room shows as Locked, guests cannot enter the waiting room

- Click the lock icon in the toolbar to unlock

Step 3 — Check a host is present

- Guests can join the waiting room at any time, but they cannot enter the call unless a host is present

- If no host is in the room, guests will wait indefinitely in the waiting room

- Sign into the desktop app and join the room to admit waiting guests

Step 4 — Browser compatibility

- Nexus works on Chrome, Firefox, Safari, and Edge — desktop and mobile

- Very old browser versions may have issues — ask the guest to update their browser

- Safari on iOS occasionally requires the guest to allow camera/microphone permissions in Settings > Safari

Step 5 — Camera or microphone blocked

- If the guest's browser has blocked camera or microphone access, they will be unable to proceed past the pre-join screen

- Ask them to click the camera/microphone icon in the browser address bar and allow access, then refresh

Step 6 — Room at capacity

- If the room has reached its maximum participant limit for your tier, new guests cannot join

- Ask a participant to leave, or consider upgrading to a higher tier

**Warning:** If none of the above resolves the issue, ask the guest to try a different browser. Chrome is the most reliably compatible.