A few quick tips to help your video call go smoothly from the moment you join.
What should I do before my Virtual Fitting?
- For the best experience, use Safari if you're on an iPhone or iPad, or Chrome if you're on Android, Windows, or Mac.
- You'll receive a confirmation page immediately after booking, which you're welcome to save or bookmark. Additionally, you'll also receive a confirmation email containing the same link, which remains valid even if you reschedule. Please use whichever is easiest to access at the time of your appointment.
- We recommend closing any other video calling apps, such as FaceTime, Zoom, or Teams, before joining.
What happens when I join the call?
- Your device will ask for permission to access your camera and microphone. Please select "Allow", this enables us to see and hear you during your fitting.
- You may see a brief waiting screen before your call begins. This is expected, your Customer Service team member will join shortly.
- Once connected, you'll be able to see and hear the team member assisting with your fitting.
My camera or microphone isn't working. What should I do?
This is usually a permission setting that can be corrected quickly.
On iPhone or iPad:
- Tap the "aA" icon located next to the website address at the top of the screen.
- Tap Website Settings.
- Set Camera and Microphone to Allow.
- Reload the page.
On an Android phone:
- Tap the lock or settings icon located next to the website address.
- Tap Permissions (or Site settings).
- Turn Camera and Microphone on.
- Reload the page.
If this doesn't resolve the issue, open your phone's Settings app, select Apps, choose your browser, and confirm that Camera and Microphone access is enabled there as well.
On a Windows or Mac computer:
- Click the camera icon located next to the website address.
- Select Allow.
- Reload the page.
If this doesn't resolve the issue, check your computer's privacy settings and confirm your browser has camera and microphone access there as well.
Why does my audio sometimes cut out?
This is a normal part of video calling and also happens on video calling platforms. When two people speak at the same time, the call briefly mutes one side to prevent audio feedback. This usually resolves itself instantly, leaving a brief pause before responding can help to avoid it.
My camera keeps freezing, or it's hard to hear the other person. What can I do?
This is usually related to an internet connection, and it can occur on either side of the call, not only yours. A few things that may help: move closer to your wifi router, or switch from mobile data to wifi if possible. If the issue continues, please let us know, we're happy to continue your fitting by phone call instead.