If you've booked a remote assistance session with one of our support agents, here's everything you need to know to ensure a smooth experience.
Before the Session
You will receive an email invitation to the remote session 5–10 minutes before the scheduled time.
The email includes a link to join. Simply click the link and follow the on-screen instructions to download and connect via Zoho Assist.
Prepare for Your Session
Be on time and stay at your computer during the entire session.
Ensure your computer is fully charged or plugged in.
Make sure your internet connection is stable.
Choose a quiet environment with minimal distractions.
Good to Know
You must have access to any account(s) required for the installation (e.g., Microsoft account).
All communication during the session takes place via live chat in Zoho Assist — no phone calls required.
We never ask for your passwords or login details. You will enter these yourself when needed.
Session duration may vary depending on your internet speed or any technical issues that arise.
Remote assistance only includes the installation or troubleshooting of the software you ordered, or anything specifically agreed upon beforehand.
We do not assist with unrelated computer issues outside the scope of your order.
Zoho Assist will also be automatically uninstalled from your computer after the session ends.
For your security, once the session ends, our access is fully terminated.
Extra Tips for a Smooth Session
Close any unnecessary applications before the session to improve performance.
If using a work computer, make sure you have administrator access.
If prompted by your system, allow Zoho Assist permissions to control your device.