Troubleshooting common issues

If you're experiencing issues with your Willo interview, don’t worry—most problems can be quickly resolved with a few simple steps. Follow this guide to troubleshoot the most common issues and get back on track.

Suspicious Requests: You should never provide confidential information such as bank details, social security numbers or passwords etc. in any interview. You should also never run any scripts or applications to complete your interview. If you discover an interview requesting this - report it.

Learn more and stay safe online >

Quick Fixes: Try These First

Refresh the Page – Click the refresh button on your browser or press Ctrl + R (Windows) / Cmd + R (Mac).
Restart Your Browser – Close your browser completely and reopen your Willo interview link.
Use a Supported Browser and Device – Willo works best on the latest versions of Google Chrome (Recommended) See the full list of suitable devices and browsers.
Check Your Internet Connection – Open another website to confirm your connection is stable. If it’s slow, try moving closer to your Wi-Fi router.
External mic or camera - unplug and plug it in again.
Restart Your Device – A simple restart can resolve many technical issues.

If these quick fixes don’t work, check below for specific troubleshooting steps.

1. My Camera or Microphone Isn’t Working

If Willo isn’t detecting your camera or microphone:

Ensure your camera and microphone permissions are enabled. Follow our guide here.
Close any other apps (Zoom, Teams, Skype) that might be using your camera or microphone.
External mic or camera? - unplug and plug it in again, this is often the problem on desktop devices.
Try using an incognito/private window in Chrome to rule out browser extensions blocking access.
On Mac: Go to System Preferences > Security & Privacy > Camera & Microphone, and make sure your browser has permission.
On Windows: Go to Settings > Privacy & Security > Camera & Microphone, and check that access is enabled.

2. I’m Seeing a Network Error

A network error means your internet connection is unstable. Try the following:

Check your internet speed using speedtest.net. We recommend at least 5 Mbps for smooth video.
Disable VPNs or Proxies – Some security tools can block access to certain websites.
Try a different network – If you’re using a work or school Wi-Fi, try switching to your mobile hotspot.
Allow Willo domains – Ask your IT team to whitelist app[.]willotalent[.]com and us1[.]willotalent[.]com

For detailed steps, visit our network error guide.

3. My Interview Isn’t Loading

If you’re stuck on a loading screen:

Make sure JavaScript is enabled in your browser.
Clear your cache and cookies:
1. Open Chrome and click the three dots (⋮) in the top-right corner.
2. Select More tools → Clear browsing data.
3. Check Cached images and files and Cookies and other site data, then click Clear data.
Try opening the interview in incognito/private mode.
If using Safari on iPhone, temporarily disable Prevent Cross-Site Tracking under Settings > Safari.

4. I Didn’t Receive My Interview Link

If you haven’t received your invitation email:

Check your spam/junk folder – Sometimes emails get filtered incorrectly.
Search your inbox for emails from Willo.
If you still don’t see it, contact your recruiter to confirm the correct email address was used.

5. I’m Experiencing Audio or Video Lag

If your video or audio is delayed:

Close unnecessary apps and browser tabs to free up memory.
Reduce video quality if your internet is slow.
Try a different device (laptop, phone, or tablet).

Still Having Issues?

If you’ve tried all the steps above and are still having problems:

Try a different browser or device.
Check Willo’s status page for any service disruptions.

We’re here to help, and we want your interview experience to go smoothly. Good luck! 🎥🎙