Need a hand right now?
Get remote support
A technician connects to your machine and works through the problem with you, while you watch.
Start a session
Call us first. There is nothing to download — we use Quick Assist, which is already built into Windows. We give you a code over the phone and you enter it.
- Call, and stay on the line. We will be talking you through the rest of this while you do it.
- Open Quick Assist. Press Ctrl + Windows + Q, or click Start and type Quick Assist.
- Enter the code we read you under "Get help". It is six digits and it expires in a few minutes, so we will give it to you when you are ready rather than in advance.
- Approve the connection when Windows asks. Nothing happens until you do.
You do not need an account and there is nothing to install. If Quick Assist is not on the machine — some older Windows 10 builds — it is a free install from the Microsoft Store and we will walk you through it.
Windows only. If you are on a Mac, call anyway — we will arrange something else rather than leave you stuck.
What happens in a session
- You enter our code and approve the connection. Nothing connects until you do — there is no agent sitting on your machine granting us access between sessions.
- We ask you to describe what you were doing when it went wrong. This is worth thirty seconds of your time and it saves considerably more.
- You watch the whole session. Everything we do happens on your screen, in front of you, and we say what we are doing as we do it.
- We tell you what the cause was, not only that it is fixed — so you know whether it is likely to happen again.
- The session ends and access ends with it. If we need to come back, you start a new one.
Before you call
Two things make this much faster, and neither takes long:
- Note the exact wording of any error message. A photo of the screen on your phone is perfect. "It said something about a certificate" costs us both time.
- Be at the machine with the problem. Obvious, and still the most common reason a session gets rescheduled.
If you cannot get the machine online at all, call anyway. That is a different conversation and it is one we can still have.
Is this safe?
It is a fair question, and one you should ask anyone who wants access to your computer.
Access is per session and initiated by you. Quick Assist installs no agent and leaves nothing running. You open it, you enter a code, you approve the connection — and when the session ends, the access ends with it. There is no way for us to reconnect without you doing all three again.
You see everything. There is no hidden mode, no invisible session. If your screen is not showing what we are doing, we are not doing it.
You can end it instantly, without explaining yourself, at any point and for any reason.
Now the part most providers leave out. Quick Assist is not just a tool that happens to be abused by fraudsters — it is one of the tools they reach for first, precisely because it is already on every Windows machine and needs no install. The attack is a phone call or an email from someone claiming to be IT support, talking you through exactly the steps on this page.
Which means the tool cannot be what makes this safe. The only thing that makes it safe is that you called us, on a number you already had.
So: we will never ring you out of the blue and ask you to start a Quick Assist session. If anyone does — claiming to be us, Microsoft, your bank, or anyone else — hang up, and call us on the number above. You will not offend us by checking, and we would far rather field that call than the one afterwards.
What we can and can't do remotely
Most issues are resolvable this way — software faults, configuration, account and access problems, printing, email, and anything that needs someone to look at what you are actually seeing rather than at a description of it.
Hardware failures, network cabling, and anything physical need someone on site. If that is what it turns out to be, we will tell you during the session rather than after it.
If your environment handles CUI, remote support into it is not a casual matter — who may connect, from where, and what is logged are all in scope for CMMC. If that applies to you, it should have been agreed in writing before anything went wrong. It is one of the rows in our shared responsibility matrix.
Not a client yet?
This page is for people we already look after. If your current arrangement means problems like this take days rather than minutes, that is worth a conversation.
Schedule a call