Requirements for using the service
- You must be over 16 and have an eMates account. Children may attend a video session with an adult who has registered and uploaded a face scan and ID
- You need to have added a recipient that is at an establishment that offers the service. The Video Sessions tab will only appear under these circumstances
- You need to upload a face scan and photographic ID ahead of making a request for a video session. These will need to be approved by establishment officers
How Video Sessions work
- Log in to your account, upload your face scan and ID, and request a session.
- Once approved by the establishment, you’ll be notified via email and can select from the available time slots.
- The person in custody will receive the session details via an eMates message.
- You can log in up to five minutes before your session starts. They’ll be given a code to join from the establishment.
There is currently no charge to use the Video Sessions service.
Using with your equipment
You can use any device with a working camera and microphone that connects to Wi-Fi. This includes mobile phones, tablets, laptops, and desktop computers
You can use any up-to-date, web browser on your device. However, if you’re using an Apple device (iPhone or iPad), you must use Safari for your Video Session to work correctly.
We recommend using the ‘Test Call’ feature. If you can see yourself in the small thumbnail and see ‘Waiting to join’ in the main window, your device and browser are compatible.
To enable camera and microphone access, follow these steps:
- Safari: Go to your device ‘Settings’, scroll to ‘Safari’, then go to ‘Settings for Websites’ and make sure ‘Camera’ and ‘Microphone’ are set to Allow.
- Google Chrome: Click the padlock icon next to the website address, then go to ‘Site settings’. Make sure ‘Camera’ and ‘Microphone’ are set to Allow.
Identification Verification
You’ll need to upload a face scan and valid photographic ID when requesting your session. Your ID and face scan are securely shared only with approved staff at the establishment you’re requesting a session with. They will only be accessed when reviewing and approving your session.
Accepted IDs include:
- Passport or driving licence
- National Entitlement Card (Saltire Card or Young Scot)
- Validate UK or CitizenCard
Expired, unclear or damaged documents may be rejected by establishment staff.
If you experience issues uploading identification, ensure your camera is enabled and browser permissions are set correctly. If the scan is rejected, go to ‘My Profile and Settings’ to delete and re-upload your ID and scan.
During your call, eMates will attempt to verify you against your uploaded facial scan, and pause your call if it fails to do so. If you experience difficulties, try sitting still and facing the camera more directly. Once you are recognised, your video session will restart.
Requesting and booking a video session
You request a video session in the Video Sessions tab. There may be limits on how many requests you can make at one time, depending on establishment policy.
Requests are subject to establishment agreement, and response times vary depending on their availability. Once you submit your request, it is immediately available to staff at the establishment to assess.
You will received a proposed time slot as soon as dates become available, and will be notified via an email to your registered address. If nothing has arrived, the request may still be under review.
If you find an offered time slot is greyed out or crossed through this means the slot is no longer available. You’ll need to re-submit your request.
If you cannot attend the proposed time slot, you can select ‘Cancel’ or ‘Reject All and Request New’ and resubmit your request. There is a comments box where you can suggest a preferred day or time — however, we can’t guarantee these will be accommodated.
If your contact becomes unavailable the session may be cancelled by establishment staff, and you’ll be notified.
During your video session
Up to two additional people can be on-screen with you. They won’t need to upload their own face scan or ID.
Standard sessions last for 30 minutes unless otherwise stated. You’ll see a countdown and receive minute-by-minute alerts from 5 minutes to the end of the session.
Sessions may be monitored by establishment staff and can be terminated if the rules are breached. Sessions may also be recorded and stored securely for a limited period in line with GDPR.
Sessions may be ended by staff if any inappropriate behaviour is observed or if the Terms and Conditions are breached by either participant.
Receiving a call may interrupt or mute the session. If you're logged out, you can re-join by logging back into your account. You may need to reset your camera or microphone permissions.
