When verifying your identity on a video call, the time it takes for a Video Chat Agent to join the call will vary. There are two wait times, one that displays after you upload your identity documents for review, and another when you are about to join a video call. You can save your documents and rejoin the queue or schedule a video call appointment to complete your verification at a later time. This article explains what to do if you can’t wait for the Video Chat Agent to join the video call.
Schedule a video call appointment
If you don’t have time to wait for a Video Chat Agent, schedule an appointment for a later date and time that works for you. You can make an appointment anywhere from 2 hours to 1 week ahead. Below is an example of what this process looks like.
For full steps to schedule an appointment with a Video Chat Agent, visit Scheduling video call appointments.
Come back at a later time
If you don’t want to schedule an appointment, or it’s not available for your verification method, select Save and exit and we’ll email you a link to come back at a later time. Keep in mind, you won’t keep your place in line. When you return, your wait in line will start over, but you won’t have to upload your documents again.
Best practices when waiting
When waiting to join a video call, keep in mind:
- Keep your device active and nearby: If your device locks, shuts off, or loses internet connection for more than an hour, you may lose your spot in line. Refresh your screen every few minutes to ensure your session is still active and to see the most current estimated wait time.
- Get your documents ready: When waiting for the Video Chat Agent, make sure to get any identity documents you need to complete your identity verification.
- Confirm availability when prompted: When your wait time approaches 15 minutes, select I have my documents ready to confirm you have the original documents that you uploaded to present live on-camera to an agent.