It’s okay, many students deliberately don’t have their cameras enabled! While we do ask tutors to always be visible, many students choose not to be for many different reasons.
If you’re a new tutor, talking to a screen while only hearing your student’s voice can seem a little unusual, but rest assured, it soon becomes second nature and many students do it for totally innocent reasons.
If your student has a connection issue, it’s normal that their video feed freezes or disappears. Students usually don’t worry about it much, but if a student does want tech. advice the best thing to do is to direct them to Student Support ("contact us" on the students' side). They're excellent and can resolve all sorts of matters nearly always in the students' native languages.
If you can’t see your students correctly, it’s unlikely to be an issue with Cambly or with your connection, but if you think there may be a problem with Cambly, please see https://status.cambly.com/. If you think the problem may be on your end please click here for tips and tricks on how to improve your own connection.
We hope that clarifies everything!