HELP FILE

Join a Support Session From Your Desktop

    If an agent has invited you to join a support session, you can do so in a few different ways.

    For more information, please see the GoToAssist Remote Support Customer Quick Start Guides for Windows and Mac.

    Before joining a support session

    When you are invited to join a support session (via direct link or by entering a support key at https://fastsupport.gotoassist.com), you may see an informative warning message during the join flow advising you that the agent hosting the support session is using a trial account. For your own protection (regardless if the agent is using a trial or paid account), you should avoid providing any credit card information or accepting any unsolicited services.

    How did the agent invite you to join the support session?

    The agent sent me an Invitation email

    1. Open the Invitation email and click the Support URL.

    1. A web browser will open and launch you directly into session.
    2. You will be asked to approve the session (including screen sharing, mouse control, file transfers and session recording). Click Yes (Windows users) or Join Session (Mac users) when prompted.

    The agent directed me to a web browser

    1. As directed, open a web browser and go to any of the following URLs (both will redirect you to the same place):

    1. Enter the name you want to be displayed and the Support Key (provided by the agent).
    2. Click Continue to download and install the "helper" application (if it was not previously installed) and launch the GoToAssist Customer desktop application. Please see Join Help via Web Browsers for detailed instructions per web browser.
    3. You will be asked to approve the session (including screen sharing, mouse control, file transfers and session recording). Click Yes (Windows users) or Join Session (Mac users) when prompted.

    The agent gave me a Support URL

    1. Open a web browser, copy/paste the provided URL into the address bar and press Enter.
    2. If the "helper" application has already been installed, you will be launched directly into session. If it has not yet been installed, you can view detailed instructions for each web browser here.
    3. You will be asked to approve the session (including screen sharing, mouse control, file transfers and session recording). Click Yes (Windows users) or Join Session (Mac users) when prompted.

    The agent told me to join from the GoToAssist Customer desktop or standalone application

    1. Open the GoToAssist Customer or GoToAssist Customer Attended standalone application on your computer.
      Note: If the GoToAssist Customer application is no longer installed on your computer, try joining from FastSupport.com instead.
    1. In the Join a Session window, enter the name you want displayed and the support key (provided by the agent).

    1. You will be asked to approve the session (including screen sharing, mouse control, file transfers and session recording). Click Yes (Windows users) or Join Session (Mac users) when prompted.