Getting help through text & screen sharing

Here’s a convenient way to get tech support: Just open the Messages app on your iPhone, iPad or Mac and send a message to We’ll respond as soon as possible – often in real-time.

Take it to a new level with screen sharing. A tech can see exactly what you see on your Mac screen, troubleshoot issues, and train you on new features without having to be physically present.

We utilize the Mac’s Messages app and an instant message account (Google or AOL) for screen sharing.  Don’t have an instant message account? Click to create a free Google (Gmail) account. Or if you’re not sure you’ll need it in the future, contact us for a temporary Google account. Then follow the steps below.

Adding an instant message account

  1. Open the Messages app.
  2. Click the Messages menu and choose My Status –> Available. If you don’t get any error messages, you’re all signed in. Skip the rest of these steps.
  3. No Account? Click the Messages menu and choose Preferences. Click Accounts.
  4. Click the + button to add an account.
  5. Choose the type of account. Choose Google or AOL.
  6. Type the username and password for that service.
  7. Click Done. Repeat step 2 to sign in.

Screen sharing support. You can start with a message, or call or email your questions and arrange a time when we’re both available. Make sure the Messages app is open and your status is set to Available by the appointment time.

You’re free to send a message anytime. Online sessions under 10 minutes provided at no charge. And if you need more help, you pay the same as on-site service but without the trip charge.

No one can view your screen or control your computer without getting your permission each time. At the start of the session, you’ll see a message asking if you want to share your screen. That means it’s important that you or someone else is at your computer to authorize the screen sharing. You can watch as we work, and even ask questions with the built-in microphone. Or you may leave the computer to the tech. We’ll provide you with a message or email describing everything you need to know. When either of us closes the Messages window, the session is ended and your computer safe from intruders.

Screen sharing is another way we help you get the most from your Mac investment.

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