Microphone Troubleshooting

If you can hear the AI agent but it doesn’t seem to hear you, follow the steps below to troubleshoot.

Quick checklist

Before diving into the full steps, try these quick checks:

Did you grant microphone access to your browser?
Is the transcript turned on? (It helps confirm if Tenor is picking up your voice)
Are you using Chrome or Safari?

If those are all set and it's still not working, read on for detailed troubleshooting steps.

1. Use a supported browser

Tenor works best on Chrome and Safari.

If you're currently in Firefox, try switching to Chrome or Safari and see if that resolves the issue.

2. Allow microphone access

Your browser must have permission to use your microphone.

When prompted at the start of a simulation, click Allow.
If you’ve previously blocked access, follow these steps to re-enable it:

In Chrome or Edge:

Click the lock or settings icon in the address bar
Choose Site settings
Set Microphone to Allow

In Safari:

Go to Safari > Settings for This Website
Set Microphone to Allow

3. Test your microphone

Even with permissions granted, the wrong microphone might be selected — or your system may be defaulting to a non-functional one (like a bluetooth speaker or headphones with no mic that your device may be connected to).

To test:

Go to jumpshare.com/mic-test
Speak into your mic and check if it picks up audio
If it doesn’t, try switching to another mic from the dropdown on the test page
Once you find a working mic, set it as your default input in your computer’s system settings

4. Restart your browser or device

Sometimes browser processes get stuck. Try the following:

Fully close and reopen your browser
Clear your cache and cookies
Restart your computer
Try again in a fresh browser session

5. Try a different device

If the issue persists on desktop, try accessing Tenor from your smartphone or another computer. Some users have found this resolves persistent mic issues.

Still not working?

If you're still having trouble, we're here to help. When you contact us, please include:

The browser you're using
Any error messages you’ve seen
A short description of what’s happening
(Optional) A screen recording showing the issue

You can reach us by emailing support@tenorhq.com