How remote support works and how to stay safe
Many problems can be fixed without a visit: with your permission, our technician connects to your computer over the internet and works on it while you watch. Here is what to expect and how to make sure you are only ever connecting with us.
When we connect
- We only connect to help with a request you made, such as a support ticket or a call you started.
- We will tell you ahead of time that we would like to connect and explain what we plan to do.
- Depending on your setup, you may be asked to approve the connection on your screen, or to open a link or app we tell you about in your ticket.
What a typical session looks like
- You open a ticket describing the problem.
- We contact you to confirm the details and agree on a time.
- When we are ready, you may see a prompt asking to allow the connection. Check that it matches what we told you, then approve it.
- You will see the mouse move and windows open as we work. Feel free to watch and ask questions.
- When we finish, we let you know, and the session is closed.
Save your work and close files you do not need before the session starts. Some fixes require restarting the computer.
You stay in control
- You can watch everything we do during the session.
- You can ask us to stop at any time.
- You can end the session yourself by closing the remote session window or disconnecting.
- When we are done, make sure the session has ended. If anything still shows you are connected, close it.
How to recognize a remote access scam
Scammers often pretend to be from Microsoft, Apple, your bank, your internet provider or even your IT company. Be suspicious if:
- Someone calls you unexpectedly saying your computer has a virus or a problem.
- A pop-up or web page says your computer is infected and tells you to call a phone number. Microsoft and Apple do not do this.
- You are pressured to act right now, or told not to tell anyone.
- You are asked to install software you have never heard of, log in to your bank, or pay with gift cards, cryptocurrency or wire transfer.
Never allow remote access to someone who contacted you out of the blue, even if they say they are from Elite Tech Force. Hang up or close the page, then contact us through the support portal or [email protected] to check. A real request from us will be connected to a ticket you know about.
If you think you let a scammer in
- Disconnect the computer from the internet (unplug the network cable or turn off Wi-Fi).
- Do not log in to banking or email from that computer.
- From a different, trusted device, change your important passwords, starting with email and banking.
- If you shared financial information, contact your bank right away.
- Open a ticket with us so we can check the computer.
Acting quickly limits the damage. There is no need to feel embarrassed: these scams are designed to fool smart people.
