1. Help Center
  2. Covid-19 Testing
  3. Fit to Fly (Video Supervised)

I can't connect to the Video Supervised service. What should I do?


Video supervised Fit to Fly tests require one of our agents to supervise the sample taking process. During registration, if you're unable to connect to an agent to complete your video supervised test, this may be due to a browser compatibility issue. To help resolve this issue, please follow the steps below:


  • Check you have a stable internet connection on the device you're using
  • Switch your browser to Google Chrome
  • Wait for the following message and then refresh your page to re-connect - 'Thank you for calling. You can now close this tab and continue the registration.'

IMPORTANT: DO NOT continue the registration process without speaking with an agent first. Completing your test unsupervised will mean your test is no longer valid. Please wait to connect to an agent before taking your test.