There are several possible reasons why audio issues may be experienced during a call between the Customer app and the SkyBell Doorbell Camera.

Note: Depending on the device the user has, the instructions to verify settings may vary. For device-specific instructions about how to verify these settings, refer to Apple Support or Android Help.

If unable to hear audio in the Customer app:

1. Verify the app is updated to the most recent version.
2. Verify that the media volume on the mobile device is not muted and the sound is turned up. 
3. Verify that the app has access to the mobile device's microphone.
4. Verify that the mobile device does not have any Do Not Disturb settings enabled.
5. Listen for sound out of the device's speaker as well as with headphones to determine if the issue to related to one of these.
6. Verify the phone is on its most current OS version. 
7. Test hearing audio on another mobile device. 
8. Test other applications for audio functionality.
9. Test lowering the resolution and quality to minimize bandwidth usage. For information about adjusting the resolution, see Change the resolution and quality of a SkyBell Doorbell Camera. 
10. Download a clip to see if both voices can be heard. 
11. Verify the transformer meets the power needs of the SkyBell Doorbell Camera. For more information, see Which transformers are compatible with the SkyBell Doorbell Camera?.
12. Delete, factory reset, and re-enroll the Doorbell Camera. For more information about performing a factory reset, see Reboot or factory reset a SkyBell Doorbell Camera. 

If unable to hear audio on the SkyBell Doorbell Camera:

1. Verify that the Alarm.com app has access to the mobile device's microphone or test Two-Way Audio on another device.
2. Verify that the app user is pressing and holding down the talk button during the entire time they speak (i.e., use it like a walkie talkie).
3. Test lowering the resolution and quality to minimize bandwidth usage. For information about adjusting the resolution, see Change the resolution and quality for an SkyBell Doorbell Camera. 
4. Download a clip to see if both voices can be heard.
5. Verify the transformer meets the power needs of the SkyBell Doorbell Camera. For more information, see Which transformers are compatible with the SkyBell Doorbell Camera?.
6. Delete, factory reset, and re-enroll the Doorbell Camera. For more information about performing a factory reset, see Reboot or factory reset a SkyBell Doorbell Camera.
7. Verify that the chime connected to the Doorbell Camera is compatible. For more information, see Which chime models are incompatible with the SkyBell Doorbell Camera?, What types of chimes are compatible with the SkyBell Doorbell Cameras?, and What types of chimes are incompatible with the SkyBell Doorbell Cameras?.