Is remote computer support safe?

How a genuine remote support session works

It helps to know exactly what should happen, because then anything different stands out. When someone books a session with me, it goes in this order:

1. 1You contact me first, using the support request form or by email, and describe the problem.
2. 2I reply by email with appointment times. Support is by appointment, 7 days a week, not on demand.
3. 3At the appointment I send a secure screen sharing link. You open it and approve the connection.
4. 4You watch everything I do on your own screen. I explain as I go, and you can end the session whenever you like.
5. 5When the session closes, my access ends. I can't reconnect later unless you start a new session.

Nothing needs installing in advance, and nothing starts without your say-so. There's a longer walk-through on my how remote support works page.

What I will ask you for

To fix most problems I need surprisingly little from you:

• A description of the problem in your own words, including any error messages
• Permission to connect, which you give by approving the session
• For you to type in passwords yourself when a task needs them
• A yes or no before I change anything significant, such as removing a program

If a task means signing in to an account, you do the typing. I don't need to know your passwords, and I'd rather not.

What I will never ask for

This is the most useful part of this guide, because the list is the same for any honest technician, not just me:

• Your online banking login, or for you to open your banking while I'm connected
• One-time security codes sent to your phone or email
• Payment in gift cards, cryptocurrency or vouchers
• Access to your computer when you haven't asked for help
• To install software because of a pop-up or a phone call you weren't expecting

If anyone asks for these, stop. Hang up or close the session, even if they sound friendly and know your name.

Warning signs of a tech support scam

Tech support scams in Australia tend to follow a script. Be wary of:

• An unexpected call from someone claiming to be Microsoft, Telstra, NBN Co or your bank, saying your computer has a virus or your internet is about to be cut off
• A pop-up that takes over your browser, sounds an alarm and gives you a number to ring
• Pressure to act right now, or threats of fines, police or disconnection
• A request to install remote access software so they can fix or refund something
• Being asked to log in to your bank to receive a refund

Big companies don't ring people out of the blue to fix their computers. My guide to tech support scams in Bairnsdale explains the common patterns and what to do if you've been caught.

How to check any remote support provider

Whether it's me or someone else, run through these checks before anyone connects:

• They have an ABN you can look up yourself on ABN Lookup (opens in a new tab). Mine is 46 116 499 723.
• You contacted them, not the other way around.
• You start the session yourself, at a booked time, by opening a link they give you.
• Their prices are stated up front. Mine are $89 per hour, with a one hour minimum and then 15 minute blocks.
• They have a real email address, a written privacy policy and terms you can read.

If something feels off partway through, it's fine to end the session. A genuine technician won't argue or try to keep you on the line.

Your privacy during a session

I only look at what the job needs. I don't copy or keep your files unless that's part of the task you asked for, and the details are set out in my privacy policy.

The same rules apply whether it's a home computer or a business one, and whether you need Windows or Mac help. If you're worried something has already got onto your computer, computer security help is the place to start.

Common questions