Before you connect, one rule

We connect when you called us. If someone rang you out of the blue, claiming to be Microsoft, your bank, or even JorTech, and sent you to this page, hang up and do not connect. Nobody legitimate cold-calls about your computer. If that has just happened to you, read this first or call us on 0113 460 2103.

While we are on the phone

Three steps, and we stay on the line.

Get RustDesk for your device

RustDesk is the small, open-source screen-share app we use. No account is ever needed. Pick your device below; if you are not sure which you have, just say so on the phone and we will tell you.

Windows laptop or PC nothing to type

Download the JorTech helper

This is the standard RustDesk app with our details already filled in, so you can skip step two entirely. Open the file when it lands and choose Run if Windows asks. Then go straight to step three and read us the number on your screen.

The filename looks odd, with our server address inside it. That is deliberate: it is how the app knows to connect to us and nobody else. Leave the name as it is.

Mac

On rustdesk.com/download (opens in a new tab) there are two Mac buttons. Macs from 2021 onwards want aarch64; older ones want x86-64. Not sure? Apple menu → About This Mac: if the chip says Apple, it is aarch64; if Intel, x86-64. Open the file and drag RustDesk to Applications. The Mac will also ask you to allow screen sharing the first time; we talk you through those two clicks.

Android phone or tablet

Install RustDesk for Android (opens in a new tab). With your permission at each step, we can work on the screen with you, and you watch every move.

iPhone or iPad

Install RustDesk from the App Store (opens in a new tab). Apple does not let anyone control an iPhone remotely, and honestly that is a good thing; instead we see your screen while we guide you, which sorts most iPhone problems just as well.
Point it at our server

Skip this step if you used the Windows download above: it is already done for you. For a Mac, phone or tablet, this sounds technical and is genuinely not: two boxes and a paste, under a minute, and we stay on the phone with you the whole way. In RustDesk, open Settings → Network (on a computer, the three dots beside your ID; in the phone app, the ☰ menu, then Settings, then ID/Relay server). Enter these two values, then OK:

ID server

135.181.108.201

Key

YxfiRv7S+kiqXHsJNoMKvM4rU3yjnC3ryk9LROlpI68=

That key means your session can only run through our server, in the EU, and nobody else's. If anything on your screen looks different from what we are describing, say so; there is no wrong click here that we cannot undo together.
Read us the ID on your screen

Tell us the ID RustDesk shows, and the one-time password beneath it. Accept the connection when it appears. From that moment you can see everything we do, and you can end the session yourself at any time by closing RustDesk. When we are done, close it; nothing keeps running and no access remains. You can delete the app afterwards if you wish.

How the money works.

The phone call where we work out whether remote can fix it costs nothing. If it can, we tell you one fixed price for the session before we connect, and it does not change however long the session takes. If the session cannot fix it, that fee is credited in full against the visit that follows: nobody pays twice for one fault. The same 90-day guarantee that covers our visits covers remote work, and the terms are in writing.

What remote can honestly do.

Good over a link: pop-ups and scare pages, email and account trouble, printers and Wi-Fi settings, speed-ups, setup and show-me-how questions. Not possible over a link: anything physical, a cracked screen, a dead battery, a machine that will not power on, a failing drive. We tell you which yours is on the phone, for free, before anything is agreed.

Your data, plainly

What we can see, and what we cannot.

During a session we can

See the screen you are showing us, and move the mouse where you have allowed it. Every action happens in front of you, at watching speed. You can end it with one click, and we will tell you before we open anything.

We cannot, and do not

Reach your machine when the session is closed, connect without you accepting, copy files invisibly, or leave anything running afterwards. The connection runs through our own EU server, the promises are in the terms, and how we treat what we see is written in the privacy policy where you can hold us to it.

Not on the phone with us yet?

Start there. Describe the fault and we will tell you honestly whether remote can fix it. Open day and night, Sunday to Friday.

Call 0113 460 2103 What remote support covers

Connect to your session.