Lesson: Using the Support Chat
Your 24/7 Support Chat is the fastest way to get help from anywhere, trained on your specific setup, and ready the moment you have a question.
What it’s great for:
- Password resets and security settings (MFA, VPN, privacy)
- Browser cleanup — cache, cookies, extensions
- Slow performance and startup troubleshooting
- Installing or configuring common software
- Email setup — accounts, signatures, forwarding
Tips for the best results:
- Be specific — share the exact error message or code if you have one
- Ask one question at a time so the chat can walk through it properly
- Mention your device type (computer or mobile) right away
- If a fix doesn’t work the first time, say so — don’t assume you did something wrong
What it can’t do:
- Won’t ask for your password. Ever. If anything ever asks you to type or share a password in chat, that’s not us — stop and report it.
- Won’t give you a cost quote. For anything requiring a technician, chat will point you to the Helpdesk, where pricing gets sorted out.
- Won’t start a remote session. Remote access only ever begins with a verified Human Helpdesk technician — never through chat.
- Won’t check links or messages for scams itself. Use the Scam & Threat Detector in the app for that — it’s built specifically for it.
- Won’t handle billing, complaints, or complex issues. These go straight to the Helpdesk Request Form for a real person to review.
When chat can’t solve it, it’ll tell you plainly and point you to the Helpdesk — no runaround, no guessing.
