My Portal's display is pixelated, blurry, or freezing during calls.

If your calls are pixelated, blurry or freezing during a call, you or the person you're calling may have a weak signal. Try the following:

  • Check your Wi-Fi signal. If your signal is weak, move your Portal closer to your Wi-Fi router (internet connection device) or reset the device.
  • Make sure the person you're calling with has a strong signal on their Portal or phone.

Other things can impact video quality, like a dirty or damaged lens, lighting, and settings on your device. You and the person you’re calling can try the following:

  • If a screen is blank, make sure the camera is turned on.
  • You are both on an up-to-date version of the calling app you are using (example: Messenger).
  • The camera isn’t obscured, dirty, or damaged. Try cleaning the lens with a soft cloth.
  • Make sure it's not too dark, bright, or backlit. Check for glare by hovering one hand over the camera to block the light and see if the image quality improves.
  • Unplug your device for 15 seconds, then plug it back in.

If you continue experiencing issues with your Portal display during calls, please contact Portal Support at portal.facebook.com/help for assistance.


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Last updated July 13, 2021
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Portal voice command availability varies. Learn more. Screen images simulated. User experience may vary. Requires wireless internet connection and Facebook or WhatsApp account. WhatsApp is not available on tablets. Features, functionality, and content vary and may not be available on all Portal models or in all areas and languages. Some features may require a Facebook account and downloading the Portal mobile app. Additional account registration, terms and fees may apply.

*Offer valid November 30, 2021 (12:00 am PT) – January 2, 2022 (11:59 pm PT). Limit 4 devices per transaction. Valid on qualifying purchases at http://portal.facebook.com, while supplies last. Product availability varies: some items may not be in stock. No rainchecks offered. Not valid on prior orders or purchases. Offer is non-transferable and not valid for cash or cash equivalent. Cannot be combined with other offers, discounts, bundles, or coupons; provided, however, a valid discount code received through the Portal Referral Program may be combined with this offer pursuant to the Program's terms. Savings automatically applied at checkout. Offer may be cancelled or modified at any time without notice. Void where prohibited.

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