Let us connect, when you’re ready

01 · Connect

Enter your session code

Secure remote session

The box above connects straight to our support platform over an encrypted link. If it doesn’t load on your network — some office firewalls block embedded windows — use Open in a new window instead. It works exactly the same way.

02 · Your control

You’re in charge, start to finish

Letting someone onto your computer should never feel like handing over the keys. It isn’t. Throughout the session you can see everything we do and stop it instantly.

Watch every moveYour screen stays in front of you the whole time. You see exactly what we’re doing, as we do it — nothing happens off-screen.

Chat as we goA chat window sits alongside the session, so you can ask what we’re doing or tell us to hold on at any point.

Disconnect instantlyOne click ends it. The moment you close the session or click disconnect, our access stops — no lingering connection, nothing left behind.

We can only connect while the session is open. This isn’t permanent access. Each session is one-time and needs a fresh code, so we can never quietly reconnect later. When it’s closed, it’s closed.

03 · Staying safe

Only ever with a code from us

Remote support is one of the tools scammers imitate, so it’s worth knowing how we actually work — and how we don’t.

How we reach you

You contact us, or we’re already working your ticket together. The engineer you’re speaking to gives you a code and asks you to come to this page. You are expecting the connection before it happens.

What we’d never do

We will never phone you out of the blue, unprompted, to say there’s a problem and ask you to enter a code. That’s how the scams work. If a call like that comes in, it isn’t us.

In any doubt, hang up and call us back. If you’re ever unsure whether a call or a code is genuinely from us, end the conversation and ring the service desk on 020 3358 0000. We will never mind, and it takes a minute to confirm.