What to send so we can help quickly
Tell us which computer or page, what you were doing, and what you saw. A picture of the screen helps. Never send passwords or card numbers.
Updated · 1 min read
The more of this you can give us in your first message, the fewer questions we have to ask.
- Which computer or page. Give the computer's name as it shows on your Computers page, or the name of the page you were on.
- What you were trying to do. For example, "connecting in a browser" or "paying an invoice".
- What you saw. Copy any message word for word.
- When it happened, and your time zone.
- Whether it still happens, and whether anything changed before it started.
- How you connect, if it is about a computer: in a browser or with the Remote Desktop app.
- A picture of the screen, if you can take one.
If you are writing from outside your account, also give the email address on your account and your company's name.
What not to send
Do not send passwords, full card numbers, or two-step codes. If a picture of the screen shows any of these, cover them first.
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