Roommates.com now features an integrated video calling tool directly inside the Message Center to help potential roommates connect safely, quickly, and authentically. This feature allows you to meet face-to-face, tour available rooms in real-time, and verify profile details securely without needing to exchange personal phone numbers, email addresses, or social media handles.
We are gradually rolling this feature out to our community. Video calling is currently available on desktop, laptop, and mobile web browsers. While this feature is not yet available in our iOS app, an update bringing video calling to the iOS app will be rolling out soon!
Below is everything you need to know about starting, receiving, and managing your video calls on supported web browsers.
Video Call Requirements
Before starting a video call, keep the following eligibility criteria in mind:
Active VIP Membership Required: Both you and the user you are contacting must have an active VIP Membership.
Two-Way Messaging Unlocks the Feature: The Video Call button remains locked until both users have sent at least one message to each other in the conversation thread.
Inactive Accounts: The Video Call button will appear greyed out if either account is deactivated, hidden, or not upgraded to VIP.
How to Start or Join a Call
Before you begin, we highly recommend messaging the other user to schedule your call in advance so you can ensure both parties are online and available to connect. It is also helpful to agree on a quick agenda beforehand (such as preparing specific questions or asking for a live walkthrough of the property) so everyone can properly prepare.
To begin a video call, navigate to your active conversation thread within your Message Center:
On a Desktop Browser: Click the Message Bubbles Icon in the top navigation bar to open your Inbox, then select your conversation in the left sidebar.
On a Mobile Browser: Tap the Message Bubbles Icon in the top navigation bar to open your Inbox, and tap the conversation you wish to open in the list below.
Starting a New Call
Once inside the chat window, look at the upper-right corner of the message interface and click or tap the green Video call button to begin dialing. (On mobile devices, this appears as a green Camera icon.)
Joining an Active Call
If another user calls you, you'll see an Incoming video call prompt in your account with options to View call or Decline.
Clicking View call will direct you to your conversation thread with the user in your Message Center, where you'll see a message stating "|User Name] initiated a video call."
Click Join the call to answer and enter the video session.
What to Expect During a Call:
Camera & Microphone Permissions: The first time you initiate or answer a call, your web browser or mobile operating system will prompt you for permission to access your hardware ("www.roommates.com wants to use camera & microphone"). You must select Allow to successfully establish audio and video feeds.
Incoming Call Alerts: If someone calls you while you are actively browsing the site, an incoming call notification overlay will pop up near the top-right of your screen showing the caller's name. Select View call to bring up the preview window, or Decline to reject it.
In-Call Controls: While an active call is underway, select the red Cancel or End call button to disconnect the session. On mobile devices, tap the white circular Flip Camera icon to seamlessly switch between your front-facing camera and your rear-facing camera; this makes it easy to give a live virtual tour of your available room or apartment.
Automatic Activity Logs: Every call attempt is automatically logged chronologically inside your conversation thread. The system displays status updates so both parties can track history, including:
Missed
No answer
Ringing...
In progress / Ended
💡 Troubleshooting Spotty Connections
Because real-time video streaming requires a stable, high-speed data transfer, video performance can occasionally fluctuate depending on cellular coverage, local Wi-Fi strength, or network configurations (such as active VPN usage).
If your call drops, stutters, or struggles to sync audio and video, use these quick troubleshooting steps to restore the stream:
Toggle Your Camera Permissions: If your video feed displays a black screen or a loading spinner, verify that your browser hasn't blocked camera access. Refresh your page, tap the video icon again, and ensure you accept the browser's hardware permission prompt.
Disconnect Interferences: If you are testing or running the platform while connected to a corporate VPN, secure firewall, or restricted network, try temporarily disabling the VPN or switching from local Wi-Fi to mobile cellular data to give video traffic an unhindered path.
⚠️ Safety Tip: Video calls are a great tool to verify that a potential roommate matches their profile photos and to request a virtual walkthrough of an available space. Never share financial details, bank accounts, or send holding deposits during a video call.
Need More Help? If you have additional questions our Support Team is here to help! Please don’t hesitate to contact us through our Contact Page (or email us directly at support@roommates.com) and we’ll be happy to assist.