TeamViewer QuickSupport
RecommendedOur usual choice
Runs straight from your Downloads folder. Nothing is installed, and it only works while it is open.
Remote support
We can fix it without you leaving home.
Most software problems never need anyone in the room. Download one small program, read us a code from your screen, and one of our technicians can work on your computer while you watch every step.
Step 1
Download the helper
Pick whichever one we ask for on the phone — if we have not said, use TeamViewer. Neither one installs itself or stays on your computer afterwards.
AnyDesk
Lighter, good on slow internet
A smaller download that copes better with a weak connection. We will tell you if this is the one to use.
Downloads come straight from TeamViewer and AnyDesk — we do not host or alter them.
Step 2
Open it and read us the code
The exact wording differs a little between Windows and Mac, so both are written out below.
On Windows
- Click the Windows button above. The file saves to your Downloads folder.
- Open it — you will usually see it appear at the bottom or top-right corner of your browser. Double-click it.
- If a blue box says "Windows protected your PC", click More info, then Run anyway. This is normal for a brand-new download.
- If Windows asks "Do you want to allow this app to make changes?", click Yes.
- A window opens showing Your ID and a Password. Read both to us over the phone.
On a Mac
- Click the Mac button above, then open the downloaded file from your Downloads folder.
- Double-click the icon inside the window that appears.
- If your Mac says the app is from an unidentified developer, go to System Settings › Privacy & Security, scroll down and click Open Anyway.
- Your Mac will ask permission for Screen Recording and Accessibility. Both must be switched on or we will see a black screen and cannot click anything. We will talk you through it.
- Read us the ID and Password shown on screen.
Step 3
While we are connected
You see everything
Your screen keeps working normally and you watch every click we make. Stay on the phone with us the whole time.
One-time code
The password changes every session. Nobody can reconnect later with the same one.
You can stop anytime
Closing the window ends our access immediately — no warning needed, no hard feelings.
Nothing is left behind
When we are done you can delete the file from your Downloads folder. It does not run on its own.
Staying safe
How to know it is really us
Scammers use these same tools. A few rules that will keep you safe with anybody, including us.
We will never call you out of the blue
If someone rings claiming to be from Himark, Microsoft, Telstra or the NBN and asks for remote access, hang up. Genuine companies do not cold-call about a virus on your computer. If you are unsure, hang up and call us on (02) 9544 6777 — the number on this page.
Only ever start a session you rang us about
If you did not make the call, do not download anything and do not read anyone a code.
We will never ask for card details, gift cards or bank transfers
No real technician asks for payment in gift cards or cryptocurrency during a support call. If that happens, it is a scam — end the call immediately.
Already let someone in?
Unplug from the internet or turn off your Wi-Fi, then call us. We deal with this regularly and can check what was touched, remove anything left behind and help you secure your accounts.
Stuck on any of this?
Just ring us and we will talk you through it.
There is no wrong way to ask. If the download will not open or the buttons are not where we said, call and we will walk you through it one step at a time.