Video Consultation Service
The video consultation service allows you to receive personalized assistance through a video consultation, without the need to travel. You can access the service from any device with a camera, microphone and internet connection.
What can you do?
• Receive information and guidance about procedures and services.
• Check the status of requests or ongoing procedures.
• Receive support to complete online procedures.
• Share your screen or documentation with the agent when necessary.
Technical requirements
To use the service, you will need:
• A computer, tablet, or mobile device with a camera, microphone, and speakers.
• A stable internet connection.
• An up-to-date web browser.
In most cases, identification will not be required. Only in certain procedures may you be asked to provide identification documents.
Accessing the video consultation
• You will receive a confirmation email.
• Within the following 48 hours, you will receive another email containing a link to access the appointment.
• On the day of the appointment, simply access the link and allow camera and microphone permissions.
Sending documentation
If required for the procedure, you may send documentation via the official email address provided by the agent.
Supported formats: PDF, JPG and PNG.
Recommendation: have your documentation ready before starting the session.
Frequently Asked Questions
Is the video consultation recorded?
No. Only the transcription may be recorded, subject to your prior consent.
What happens if you experience technical issues?
Please check your browser permissions and device settings.
What happens if I am late or unable to connect to the video consultation?
The time reserved for video calls is 15 minutes. If you are unable to connect within the first 10 minutes, you will need to arrange a new appointment.
Can you change or cancel the appointment?
Yes. You may do so through the link included in the confirmation email. You can also access it by clicking the following link.
Can you share your screen?
If necessary, to assist you during the procedure, the agent may ask you to share your screen. The agent will only be able to view it and will never have access to your device.
How to request a video consultation
1. Access the BSM website.
2. In the main menu, click on "We listen to you".
3. In the "Customer Service" section, select "Request an Appointment".
4. Choose "Virtual Citizen Service Point - Video Consultation Appointment".
You may also request an appointment directly through this link.
Security and privacy
• Connect from a private and secure environment.
• Always verify that communications come from official BSM channels.
• Do not share banking details or passwords during the session.
• Avoid using public or shared devices.
Data Protection
Barcelona de Serveis Municipals, S.A. (BSM) will process your data, including image and voice, solely for the purpose of managing the video consultation and providing assistance.
You may exercise your data protection rights by contacting:
More information: