Having trouble connecting with your photographer?

If you’re having trouble connecting before your appointment time:

• As long as you scheduled correctly with your 9-digit Session ID from the Capturely App, no need to panic.
• Wait until your exact session start time, then open the app—the virtual photographer will prompt you to join.

If you’re having trouble connecting at the exact time of your appointment:

• With a valid 9-digit Session ID, your photographer is likely finishing up a previous shoot.
  
  
• Check for any text messages from them—they often send updates when transitioning between sessions.

If three minutes have passed since your appointment start time:

• Please check to see if you have received any text messages from the photographer with updates. 
• Your 9 digit Session ID number from the Capturely App could have been incorrectly entered during booking and you would be able to share it with the photographer via text message.
• If there are no via text messages then please contact Customer Service at 310-861-4599 for further assistance.