Samuel Howell Tech Services

Remote Support: What to Expect

Can't wait for an in-home visit? Some problems can be fixed right now through a video call. Here's exactly how it works.

What is Remote Support?

Remote support means I help you without coming to your house. Many issues can be solved with a quick phone call, text conversation, or FaceTime session — especially iPhone and Android troubleshooting!

For computer issues, we can use video screen sharing (Zoom). You'll share your screen with me, and I can see exactly what you're seeing. With your permission, I can even control your mouse and keyboard to fix things directly while you watch.

How It Works (Step by Step)

1

We schedule a time

Call or text me at 854-204-7526 and describe your problem. If it sounds like something I can fix remotely, we'll set up a time for a video call.

2

I send you a link

You'll get a text or email with a link to join a Zoom video call. Just click the link — you don't need to create an account or download anything complicated.

3

You join the call

Click the link at our scheduled time. You might need to click "Open Zoom" or "Join from Browser." If you get stuck, I'll walk you through it over the phone.

4

You share your screen

Once we're connected, I'll ask you to click the green "Share Screen" button. This lets me see your computer screen so I can understand the problem.

5

I request remote control (with your permission)

If needed, I'll ask to control your mouse and keyboard. You'll see a pop-up asking if you want to allow this — just click "Allow." You can take back control anytime by moving your mouse.

6

I fix the problem while you watch

You'll see everything I'm doing on your screen. I'll explain what I'm fixing as I go. Feel free to ask questions anytime.

7

Payment via Square

After the session, I'll send you an invoice through Square via text or email. You can pay securely with any credit/debit card or Apple Pay — no account needed. Just click the link, enter your card info, and you're done.

✓

Done!

Once the problem is fixed and payment is complete, we end the call. The remote access ends immediately — I can't access your computer after we hang up.

What You'll Need

  • Internet connection — Your computer needs to be online
  • The Zoom link I send you — Check your text messages or email
  • Speakers or headphones — So you can hear me (most computers have built-in speakers)
  • A phone nearby — In case we need to troubleshoot the video call itself

Don't have a camera or microphone? That's okay! I can see your screen, and we can talk on the phone while I work. Many of my clients do it this way.

Is This Safe?

Yes! Here's why you can feel comfortable:

  • You're in control. You have to click "Allow" before I can control anything. Move your mouse anytime to take back control instantly.
  • You see everything. My actions appear on your screen in real-time. Nothing happens that you can't see.
  • Access ends when the call ends. When we hang up, I can no longer see or access your computer. Period.
  • I'm a real local person. Not an overseas call center. You know who you're working with.

Important: Watch Out for Scams

Remote support is safe when you're working with someone you trust. But scammers use similar techniques to steal from people. Here's the difference:

🚨 SCAM Warning Signs:

  • • They called YOU first
  • • They claim to be from "Microsoft" or "Windows"
  • • They found "viruses" you didn't know about
  • • They want gift cards as payment
  • • They pressure you to act NOW

✅ Legitimate Support:

  • • YOU contacted them first
  • • You know who they are (local business)
  • • They're fixing a problem YOU noticed
  • • Normal payment (cash, card)
  • • No pressure, no urgency tactics

Remember: I will never call you out of the blue claiming your computer has a virus. If someone does that, it's a scam — hang up immediately. Learn more about tech scams →

When Should I Use Remote Support?

Great for Phone/Remote:

  • • iPhone or Android slowness (easy via FaceTime or Zoom!)
  • • Software problems and errors
  • • Removing unwanted programs
  • • Setting up email or apps
  • • Browser issues
  • • Learning how to use something
  • • Quick questions and guidance

Better for In-Home:

  • • Computer won't turn on
  • • Hardware problems
  • • Printer setup (always in-person)
  • • WiFi and network issues (usually in-person)
  • • New device setup
  • • Multiple devices need help

Phone or text first! Call or text me to describe the problem — I'll tell you honestly if we can fix it remotely or if I should come to you. Prefer an in-person visit regardless? That's totally fine! We'll schedule it.

Remote Support Pricing

$100

Flat rate for remote support session (up to 2 hours)

Same price as an in-home visit. Most remote issues get resolved in 30-45 minutes.

Ready to Get Started?

Call or text me to describe your problem. If remote support is a good fit, I'll send you a Zoom link and we can get started right away.

Call or Text: 854-204-7526