We are a new platform, so some unforeseen issues may arise. While we are constantly working on improving our platform, we apologize for any inconvenience and thank you for your understanding and patience. Customer service is of utmost importance to us, so please read through this page for some common support answers to ensure that you have the best experience possible with us. 

Below you will find device requirements and troubleshooting tips from our IT team. If you don’t find the solution you’re looking for here, please feel free to reach out to our support team at support@thestiltrust.com.

JOINING YOUR VIDEO CONSULT (STYLE CONSULT)

You should be able to access your video consult from both mobile and desktop devices. There are, however, some prerequisites to ensure that your Style Consult experience goes smoothly. 

Browser Requirements:

• Safari (on mobile & desktop)

• Chrome (desktop only)

• Firefox (desktop only)

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How to Join Your Video Consult:

1. At the time of your scheduled consult, you should receive email and text notifications that your consult has begun

2. Click the link provided in the notification to join the consult

3. Log in (if you’re not already logged in from a previous session)

4. (If a pop-up appears), Grant access to your device’s camera and microphone 

5. Click the green phone icon at the bottom of the screen

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How to Join Your Video Style Consult (no notification):​

1. Sign into your account at The Stīl Trust: 

   here

2. Go to the “Services” page

3. Find your Service in the “ACTIVE” tab

4. Click “See service details”

5. Under “YOUR STYLE CONSULT,” click the “JOIN THE CONSULT BUTTON”

6. (If a pop-up appears), Grant access to your device’s camera and microphone  

7. Click the green phone icon at the bottom of the screen

ALTERNATIVE TO VIDEO CONSULT

If you’ve done as instructed above and still cannot connect to the video consult, please message your stylist via the in-app messaging system (instructions below) to let the stylist know you’re having issues connecting. Your stylist will help you troubleshoot the issue via the in-app chat. If you still cannot connect after working with your stylist, you can provide your phone number to the stylist, who will place a call to you for a phone Style Consult.

MESSAGING YOUR STYLIST

If you would like to message your stylist, follow the instructions below: 

1. Log into your account at The Stīl Trust: 

   here

2. xGo to the “Services” page

3. Find your Service in the “ACTIVE” tab

4. Click “See service details”

5. On your service page, click “GO TO MESSAGES”

6. Type in your message at the bottom of the screen, and click “SEND”

UPGRADING YOUR MEMBERSHIP

If you loved your free trial experience with us, we’d love to have you join The Stīl Trust! 

To upgrade to a paid membership:

1. Log into your account at The Stīl Trust: 

   here

2. Go to the “Services” page

3. Click the “Upgrade My Subscription” button at the bottom of the screen

4. Select Membership type

5. Input payment method

6. “SIGN UP”

  Known Issues

Below is a list of known issues that we are currently working on fixing. We apologize for any inconvenience and thank you for your patience and understanding.

​8/27/19

No Email Notifications for Microsoft Email Accounts: Outlook, Hotmail, Live.