Managing Your Video Call

Select your query from the quick links below to find help now.

Can’t see what you’re looking for? Please speak to one of our team now.

How Do I Make Changes to My Video Call Booking?

Once you’ve placed your order, you will receive a unique link that contains your kit and it’s parts.

Using the link you can:

FIND THE INITAL EMAIL BY SEARCHING ‘STAIRFURB’ IN YOUR INBOX

Look for the email titled ‘Message about your Appointment’. If you can’t find the email, check your spam and/or junk folder.

SCROLL TO THE BOTTOM AND CLICK ‘REPLY, CHANGE, OR CANCEL’

This is a blue button at the bottom of the can be found as per the screenshot. Click this and follow the instructions.

What if My Video Camera on My Phone is Broken?

USE A LAPTOP OR TABLET

Any device capable of video calling can be used, i.e. Laptops and tablets. You will need to download Zoom for your device. We suggest mobile devices due to their portability.

I Am Trying to Connect to the Call but Cannot Join

Once you’ve placed your order, you will receive a unique link that contains your kit and it’s parts.

Using the link you can:

CHECK ZOOM IS INSTALLED

When you click the link to join, you should be prompted to download Zoom for your device.

If not, make sure you download the Zoom App for your phone. [APPLE STORE] – [GOOGLE PLAY] – or get Zoom for your laptop.

If your phone is up to date and you have the app and it’s still not working. Try deleting the software and re-installing it.

CLICK THE LINK IN YOUR SMS REMINDER OR EMAIL

With Zoom installed, you should now be able to connect to your call by clicking the link highlighted in the screenshot – or in the SMS reminder to your phone.

SPEAK TO OUR TEAM

Call us now on 0800 699 0021

I Cannot Get Another Person to Help Measure, What Can I Do?

ONE PERSON MAY BE ABLE TO MANAGE

Though we advise that two people is easier (one person to hold the camera, the other to measure), you can do it by yourself.

Providing you can hear (and one of the support team can hear you!), you can prop the video camera device up somewhere safe.

RE-ARRANGE

If you would prefer to have another person with you, please re-arrange the appointment to a time and day that suits you best.

What Equipment Do I Need for the Call?

Once you’ve placed your order, you will receive a unique link that contains your kit and it’s parts.

Using the link you can:

MEASURING TAPE AND PROTRACTOR

You’ll need a measuring tape and a protractor to measure the angles of your newel post (don’t worry if you don’t have a protractor, we can send you one before manufacturing your order!).

MAKE SURE THERE IS LIGHTING

Make sure the staircase can be seen by one of the support team, so they best guide what you need to do.