HELP FILE

Initiating a Support Session

    This article assumes that you - a customer - have already contacted a support provider via email, phone, chat or any other means, and your provider suggested that a support session be started to resolve the issue you are facing.

    Follow these instructions to download and start the Support Session app.

    Important: The app is a small program that must be running on your computer for the support provider to be able to help you. You can easily remove the app from your PC once the session is ended.
    1. Click the link in the email you received from your support provider.

      Note: Yet to receive an email? Contact your support provider.

      Result: The support session browser window is displayed.

    2. A small application downloads to your computer.

      The download should take about 15 to 30 seconds.

      Result:

      Tip: Download did not start? Click Start download manually.

    3. Run the app once the download is complete.

      Result: The Support Session Setup dialog is displayed.

    4. Ask your support provider for your 6-digit security code.

      You will need it to activate the support session.

    5. Enter the 6-digit security code you received from your support provider.

      Result: Your computer is being set up for the support session. Once the Support Session app is installed, a small icon appears in the Windows taskbar.

    Once the support session is activated, the support provider can access your computer for 24 hours.
    Note: Remember to keep your computer online to be able to receive support.
    Tip: Having trouble? See Common Questions and Answers for Customers.