How a Session Works
The Steps
Be Prepared
Stay Safe
1. Email [email protected] so a technician is assigned to your issue.
2. Click Start a Remote Session and enter the code your technician gives you.
3. Run the small ScreenConnect download when prompted and approve the connection.
You can see everything we do, and you can end the session at any time.
A few details help us fix things faster:
- Your name and company
- Which computer or device is affected
- What is happening and when it started
- Any error message or a screenshot of it
Only join a remote session that you arranged with CloudHelp.us.
We will never call, text, or show a pop-up out of the blue asking to access your computer.
If anyone does, do not connect. Forward the message to [email protected] and we will look into it.
Check Your Connection
Can you load other websites? If not, restart your modem and router.
Is It Just You?
Ask a coworker if they see the same issue. It helps us find the cause faster.
Always Restart First
Save your work and do a full restart. It fixes more than you would think.
Support Made Simple
Straight answers about how CloudHelp.us support works, so you always know what to expect.
Response Times
Response Times
Support emails are answered during business hours. Urgent issues move to the front of the line.
Billing Questions
Billing Questions
Questions about an invoice or your plan? Email [email protected] and we will sort it out.
Your Security
Your Security
We will never ask for your password or MFA codes, by email, phone, or text.
Microsoft 365
Microsoft 365
We manage your Microsoft 365 accounts, email, licensing, and security settings.