Connecting to Remote Support via AnyDesk

A quick step-by-step guide to giving our support engineer secure remote access to your device.

Step 1: Download AnyDesk

1. Go to: https://anydesk.com/en
2. As shown in the image below, click Download to start the download process.
3. Once downloaded, open the AnyDesk application.

Step 2: Share Your Address

1. AnyDesk will display Your Address, a 9-digit code, shown in the red box on screen.
2. Read this code out to our engineer, or send it via chat/email as instructed.
3. This allows the engineer to request a connection. It does not give them access yet.

Step 3: Accept the Connection Request

1. A pop-up will appear asking to view your desk.
2. Click Accept.

Step 4: Grant Full Access (Optional)

1. This step is optional, only needed if you'd like our engineer to make changes on your device directly.
2. Under the Profile dropdown (set to "Default"), click to open the menu.
3. Select Full Access.
4. This allows the engineer to fully control your device so they can diagnose and resolve your issue on your behalf.

You also have the option to simply share your screen with us if you prefer. However, granting full access allows our engineers to work more efficiently and resolve your issue faster, as they can directly interact with your device instead of guiding you step-by-step.

Step 5: During the Session

1. You'll see the session marked as Connected, with a live timer.
2. You can end the session at any time by clicking Disconnect.

A note on security: Only share your AnyDesk code with a verified engineer from our team. You remain in control throughout the session. Closing AnyDesk at any time will immediately end it.