Remote support lets a ThreeBIT technician see your screen and, with your permission, control your mouse and keyboard to fix a problem directly — without anyone having to travel to your location. It is the fastest way for us to help with most issues, from a misbehaving application to a fiddly configuration change.
This article explains how a session works from start to finish. Each operating system has its own short guide with the exact clicks involved — links are at the bottom.
The custom ThreeBIT client
We use a customised remote support client based on AnyDesk. "Customised" means it already carries our branding and connection defaults, so you do not need an AnyDesk account, a licence, or any prior setup — you simply download the client for your operating system, accept our remote support terms, and run it.
You will always find the current download for every platform in the Remote support client section of the support page.
How a session works
A session always follows the same five stages:
- You download and start the client. Pick the version for your operating system and run it. The first time, you will be asked to accept our remote support terms.
- You share your connection ID. When the client opens it shows a numeric address (your "ID"). Read this number to your technician over the phone or send it by email — a session can only begin with it.
- We request a connection. Your technician enters your ID and sends a connection request. Nothing happens on your machine until you accept it.
- You accept and grant permissions. You click Accept and, depending on your operating system, approve one or two permission prompts (for example, allowing us to see the screen or control the keyboard). You can choose to allow viewing only, or full control.
- We work, then the session ends. You can watch everything we do. When the work is finished, either side can close the session, and our access ends immediately.
What we can and cannot see
During a session our technician can see whatever is shown on your screen and, if you grant control, operate your computer as if sitting in front of it. We can only see what is on screen while the session is live.
We cannot:
- connect without you starting the client and accepting the request,
- access your machine after the session has closed,
- silently reconnect later — every ad-hoc session needs a fresh acceptance from you.
We only ever access your system to carry out the support, maintenance, configuration, or troubleshooting work you have asked for. For the full picture, see Remote support: data protection and your rights.
Your part — before you start
To keep the session quick and safe, please:
- make sure a current backup of your important data exists (this is also part of our remote support terms),
- close any documents or applications that are confidential or unrelated to the issue,
- be ready to approve a prompt on your phone or screen if your task needs elevated rights,
- stay at your computer so you can answer questions and end the session whenever you wish.
Ending the session
You are always in control. To end a session, click the disconnect or close button in the client window, or simply close the client. Our access stops the moment the session ends. If you ever want to remove the client afterwards, you can uninstall it like any other application.
Guides for your operating system
- Start a remote support session on Windows
- Start a remote support session on macOS
- Start a remote support session on Linux
- Start a remote support session on Android
Need a hand?
If you are not sure which client to download or how to start, call our helpdesk or open a support ticket and we will walk you through it.