Who can use the Video Sessions service?
To use Video Sessions:
• You must be over 16 and have an eMates account.
• You must have added a recipient who is located at an establishment that offers Video Sessions.
• You must upload a face scan and valid photographic ID before requesting a session.
• Your face scan and ID must be approved by establishment staff before a session can take place.
Children may attend a Video Session with an adult who has registered, uploaded their face scan and ID, and had these approved. It is worth noting that while children or other family members may also attend a session alongside the customer, this typically needs to be discussed with and approved by establishment staff in advance.
The Video Sessions tab will only appear in your account if your recipient is at an establishment where the service is available.
How do Video Sessions work?
To request and attend a Video Session:
- Sign in to your eMates account.
- Upload your face scan and photo ID.
- Request a Video Session.
- Once the establishment approves your request, you’ll receive an email notification.
- You can then select from the available time slots.
- The person in custody will receive the session details through an eMates message.
- You can join the session up to 5 minutes before the start time.
The person in custody will be given a code by the establishment to join the session.
There is currently no charge to use the Video Sessions service.
What device can I use for a Video Session?
You can use any device with:
• A working camera
• A working microphone
• A Wi-Fi or internet connection
• An up-to-date web browser
This includes mobile phones, tablets, laptops, and desktop computers.
If you are using an Apple device, such as an iPhone or iPad, you must use Safari for the Video Session to work correctly.
How can I check whether my device is suitable?
We recommend using the Test Call feature before your session.
If you can see yourself in the small thumbnail and see Waiting to join in the main window, your device and browser should be compatible.
How do I allow camera and microphone access?
Your browser must have permission to access your camera and microphone.
Safari
- Open your device Settings
- Scroll to Safari
- Go to Settings for Websites
- Set Camera and Microphone to Allow
Google Chrome
- Select the padlock icon next to the website address
- Go to Site Settings
- Set Camera and Microphone to Allow
What ID do I need to provide?
You’ll need to upload a face scan and valid photographic ID when requesting a Video Session.
Accepted ID may include:
• Passport
• Driving licence
• National Entitlement Card, including Saltire Card or Young Scot NEC
• Validate UK or CitizenCard
Expired, unclear, or damaged documents may be rejected by establishment staff.
Who can see my ID and face scan?
Your ID and face scan are securely shared only with approved staff at the establishment you are requesting a session with.
They are only accessed when staff review and approve your Video Session request.
I'm having trouble uploading my ID or face scan. What should I do?
If you’re having trouble uploading your ID or face scan:
• Check your camera is enabled
• Make sure your browser has permission to use your camera
• Ensure the image is clear and the document is readable
• Try using a different browser or device
If your scan is rejected, go to My Profile and Settings to delete and re-upload your ID and face scan.
Why has my Video Session paused?
During your session, eMates may check that you match your uploaded face scan.
If this verification fails, your session may pause temporarily.
If this happens:
• Sit still
• Face the camera directly
• Make sure your face is clearly visible
• Check that the room is well lit
Once you are recognised, your session should restart.
How do I request and book a Video Session?
You can request a session from the Video Sessions tab in your eMates account.
Please note:
• Requests are subject to approval by the establishment.
• Response times may vary depending on staff availability.
• There may be limits on how many requests you can make at one time.
• Once your request is submitted, it is available for establishment staff to review.
When dates become available, you’ll receive an email at your registered email address with a proposed time slot.
If you have not received an email, your request may still be under review.
Why is my offered time slot greyed out or crossed through?
If a time slot is greyed out or crossed through, it is no longer available.
You will need to submit a new request.
What if I cannot attend the proposed time slot?
If you cannot attend the proposed time slot, you can select Cancel or Reject All and Request New.
You can also use the comments box to suggest a preferred day or time. We cannot guarantee that your preferred time will be available, but it will be considered where possible.
Can my Video Session be cancelled?
Yes. A Video Session may be cancelled if the person in custody becomes unavailable or if the establishment is unable to proceed with the session. If this happens, you will be notified.
Can other people join my Video Session?
Yes. Up to 2 additional people may appear on screen with you during the session.
They do not need to upload their own face scan or ID.
How long does a Video Session last?
Standard Video Sessions vary depending on the establishment.
You will see a countdown during the session and receive minute by minute alerts from 5 minutes before the end.
Are Video Sessions monitored or recorded?
Video Sessions may be monitored by establishment staff and may be recorded and stored securely for a limited period in line with GDPR.
Sessions may be ended by staff if any rules are breached, inappropriate behaviour is observed, or the Terms and Conditions are not followed.
What happens if I receive a phone call during my Video Session?
Receiving a phone call may interrupt or mute your Video Session.
If you are logged out, sign back in to your eMates account to re-join. You may also need to reset your camera or microphone permissions.
