Remote support
Connect to your session.
This page is for connecting at the time we agreed with you. Our phone line is temporarily out of service, so a session starts with the form: book a repair, and we reply with the fixed price for the session and a time to connect. We read every enquiry. The session runs through our own server, you watch everything we do, and nothing stays installed afterwards.
Before you connect, one rule
We connect only when you contacted us first. 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 book a repair.
At the time we agreed
Three steps, and none of them is hard.
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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 in your message and we will tell you.
Windows laptop or PC nothing to type
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.
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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. 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
remote.jortech.co.uk- 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 this page describes, tell us in your reply; there is no wrong click here that we cannot undo together.
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Send us the ID on your screen
At the time we agreed, reply to our message with 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.
A first opinion is free, and it tells you whether remote can fix it: book a repair and describe the fault. If it can, our reply gives you one fixed price for the session and a time to connect, and that price does not change however long the session takes. We connect only once you have agreed the price in writing. If the session cannot fix it, that fee is credited in full against the visit that follows, or refunded in full if you are outside the area we visit: nobody pays twice for one fault. The same 90-day guarantee that covers our visits covers remote work, and the terms are in writing.
You can ask for a priority session. A priority visit or session depends on whether we have a slot free. If we can do it, we tell you the priority fee with the call-out or the session price before anything is booked, and same day costs more than next day. If we cannot, it is a standard booking and there is no priority fee. The priority fee is not part of the session fee, so a credit or refund does not include it.
What remote can 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 in our reply, 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 in touch with us yet?
Start there: book a repair and describe the fault, and we will tell you whether remote can fix it. We read every enquiry, day and night, Sunday to Friday.