Wait times to begin a Video Chat Agent or Trusted Referee video call will vary and may be longer than 30 min. The approximate time will be displayed on the wait screen.
If you are unable to wait, select Save & Exit. This will save your progress so that you can return at a more convenient time.
The Save & Exit button does not keep your place in line; you will get a link you can use to come back at your convenience. When you return, your wait in line will start over but you will not have to re-upload your documents.
Reconnect within an hour
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.
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.
Keep your device nearby
If you have less than 30 minutes left to wait, don’t step away from your device—the wait time may go down rapidly at this point and you don’t want to miss your video call!