Most problems don't need the workshop
A printer that won't connect, email that's stopped working, a laptop that's slowed to a crawl, a program that won't install, a pop-up you'd like us to check — none of these need the machine in front of us.
A remote session puts one of us on your screen, with your say-so, for a set block of time. You can watch what we're doing, and end the session whenever you like.
How booking works
Choose a session type and a slot from the live calendar. We only show times we're genuinely free, with a gap between appointments so we're never rushing, and the last appointment of the day starts early enough to finish it properly.
You'll get an email confirming your join link, plus a reminder by email and text shortly before. If you need to move it, use the reschedule button rather than booking a second slot.
Session types
What you see depends on your account.
- ARK Care remote support — included free for Plus and Pro members
- Free remote support — available within 30 days of a workshop repair
- Paid remote support — a one-off chargeable session for anyone else, booked online
- Remote setup — a guided install of antivirus, backup or VPN after you buy
What happens in a session
We join, you tell us what's wrong, and we work through it together. We'll explain what we're doing rather than quietly taking over. If it turns out to be a hardware fault, we'll say so straightaway and talk about the workshop instead — we won't waste your time pretending otherwise.
Afterwards, the session is logged against your account, so there's a record of what was done.
Keeping it safe
Sessions run over a properly secured remote support tool, and only start once you accept the connection request. We can't get onto your machine without you being there and agreeing to it, and you can end the session instantly whenever you want.
One thing we can't do yet
We're currently unable to run remote sessions for customers on a TalkTalk internet connection, because of how their network handles this kind of traffic. If that's you, give us a call and we'll find another way to help.