Joining a Video Consultation
How to join a video appointment from your email, calendar or booking page: device check, lobby, the call, and what to do if the link is too early, expired, cancelled, or your camera is blocked.
If you booked a service that is delivered by video, you join from a private link. You do not need an account or an app. Use a current Safari on iPhone, or Chrome on Android and computers.
Where to find your join link
- Your confirmation and reminder emails carry your join link.
- The calendar file (Add to calendar) puts the appointment in your calendar with the join link in its description.
- Your booking page. After you book, the confirmation page shows a Your video consultation card. The same card appears on My Bookings (when you are signed in) and on the manage link you were given if you booked as a guest.
The card shows Store time and Your local time, who you are meeting under With, and these buttons:
- Join consultation (or Rejoin consultation if you left)
- Test your camera & mic
- Add to calendar
Keep the link private. Anyone who has it can use it for your appointment.
When the Join button is available
By default you can join anytime on the day of the appointment, in the store's timezone. Some stores set a shorter window instead. The card tells you which state you are in:
| What you see | What it means |
|---|---|
| Opens on a date, with "Join anytime on the appointment day, starting 12:00 am" | Too early. Come back on the day. |
| Opens today at a time | The store uses a shorter window, and it opens within the hour. |
| "Your join window is open" | You can join now, or test your devices first. |
| You are in the lobby | You are already waiting for the host. |
| Consultation in progress | The call has started. Use Rejoin consultation. |
| Consultation complete | The call has ended. |
| This consultation was cancelled | The link no longer works. Use Book again. |
| This link was replaced | The appointment was rescheduled. Open the link in your latest message. |
| This join link has expired | The time to join this consultation has passed. With the default setting that is the end of the appointment day, and with a minutes-based window it can be earlier the same day. Use Contact the store. |
If your store requires the deposit before joining, you see Complete payment to join. After you pay, return to the link. If the store allows joining with a deposit due, the card says You can join with the deposit unpaid and offers a pay-now button as well. Joining does not remove the amount owed.
If the store delivers the appointment through Google Meet, Zoom or WhatsApp instead, the card is titled Your video-link appointment and has one button to open that link. For WhatsApp the link opens a chat and the team starts the video call there at your time.
Join step by step
Open the link in a browser
Tap Join consultation, or the link in your email. If you opened it inside another app such as WhatsApp, Instagram, Gmail or Outlook, you may first see Open this call in Safari (or Chrome). Choose Open in the browser, or copy the link with Copy link and paste it there. Your appointment is still booked. Continue here anyway is available if the app browser works for you.
The call page opens full screen, without the store's menu, footer, cart or chat button. The store's name appears at the top left of the call's own header bar.
Check your devices
The Check your devices screen asks you to allow camera and microphone. Choose Enable camera & mic, then Allow when your browser asks. You can pick your camera, microphone and speaker under Device settings, say a few words to see the microphone level, and use Test speaker (answer Yes, I heard it or No, check speaker). Your name appears under Your display name. Your preview is not visible to the other person yet.
Join
When everything is ready the screen says Camera and microphone are ready and offers Join now. If your window is not open yet it says Your join window is not open and you can still test your devices.
Wait in the lobby
You wait with Waiting for your host. Your camera and microphone are not shared until the host starts. Keep this page open. If the host is more than five minutes late, the screen says The team is running late, tells the team you are waiting, and offers Request a reschedule, Check camera & mic and Leave lobby. Requesting a reschedule does not change your appointment. The store contacts you.
The call
When the host starts you join automatically. The control bar has Mute / Unmute, a camera on/off control, Flip on a phone, and Leave. Dragging your small self-view moves it. When you mute or turn your camera off, that button shows a slashed icon with a filled, pressed look so you can tell at a glance. With your camera off, your self-view shows your initials, and the host sees an initials tile instead of your video. The host's camera, when off, shows the same way to you. Choose Leave and then Leave call to leave; you can come back with your booking link while the call is still open.
After the call
If the host ends the call you see a Thank you page with your name and a Book another consultation button, which opens the booking page. There is no rating or feedback form after the call yet. If you left on your own you see You left the call with Rejoin consultation.
If something goes wrong
The join page says it can't find the link. The link may be cut off. Open the latest message from the store, or contact them.
Your consultation hasn't opened yet. The page shows the date and time it opens. Return to the same link then.
The join window has closed. The window ended without you joining. Contact the store using Contact the store.
Camera and microphone are blocked. Allow access, then choose Check again.
- iPhone Safari: open the page menu next to the address, choose Website Settings, set Camera and Microphone to Allow, reload, then tap Check again. If still blocked, check Camera and Microphone for Safari in iPhone Settings.
- Android Chrome: tap the site controls icon beside the address, open Permissions, allow Camera and Microphone, reload, then tap Check again. If needed, open Android Settings, then Apps, Chrome, Permissions.
- Computer: open the site controls beside the address, allow Camera and Microphone, reload and check again.
No camera found, or your camera is in use. Connect a camera and check again, or close other apps or tabs using it. You can join with audio only. A microphone is required.
This browser cannot make the call. Use an up-to-date Safari on iPhone, or Chrome on Android and computers. Your booking link stays the same.
Your connection is weak, or the call shows Reconnecting. Switch to audio only, move closer to your Wi-Fi, or try mobile data. Keep the page open; your camera and microphone settings are restored when you reconnect. If your browser pauses the call in the background, tap Rejoin.
You can't hear anything. Use Test speaker and check your volume and speaker selection under Device settings.