Frequently Asked Questions 
Click the “Join Meeting” button at the top of this page. On the resulting page, enter the meeting id that the support representative sent to you, the password (if any), and enter your name, then click the “Join Meeting” button.
Click the “(Forget password?)” link under the Login button on the login page and enter your email address. The system will send you a new password generated by the system. After you use the new password, click “Account” on the left panel and set your new password.
Your user account password and passwords required for unattended support sessions are irreversibly encrypted in the database and transmitted over the Internet using SSL. Because of that, you need to remember those passwords. There is no way for our support staff to retrieve them for you.
Your user account password and passwords required for unattended support sessions are irreversibly encrypted in the database and transmitted over the Internet using SSL. Because of that, you need to remember those passwords. There is no way for our support staff to retrieve them for you.
You can invite anyone to join your support sessions. They do not need a GoSupportNow user account.
All user passwords, meeting passwords and meeting IDs are transmitted via SSL between GoSupportNow clients and the GoSupportNow server.
Yes. On the GoSupportNow Control Panel, click the Record icon.
Make certain that your computer’s microphone is on.
When you are finished recording, click the Stop Recording icon.
You can double click on the saved recording. The recording will begin playing automatically. You can pause the recording, scan forward or backward and change the volume during playback.
To cancel your subscription, log in to the web site. Click the “Account” link on the left. Then click the “Change Plan” button. Then click the “Cancel Plan” button. Your account will remain active until the end of your billing period.
You will receive an email receipt for every monthly bill paid. The email will include a link for you to easily click and login to the system and change or cancel your subscription.
You will receive an email receipt for every monthly bill paid. The email will include a link for you to easily click and login to the system and change or cancel your subscription.
You can support as many remote computers (PCs or Macs) as you need on one local computer by starting multiple remote support sessions. However, you need to purchase additional concurrent sessions
(at $9.95/month) in order to support multiple remote computers concurrently.
With multiple concurrent sessions purchased, you and your colleagues can support multiple remote computers anywhere you want, under one or multiple local computers. The number of remote computers you and your colleagues can support at the same time cannot exceed the number of concurrent sessions you purchase.
With multiple concurrent sessions purchased, you and your colleagues can support multiple remote computers anywhere you want, under one or multiple local computers. The number of remote computers you and your colleagues can support at the same time cannot exceed the number of concurrent sessions you purchase.
Please follow the steps below:
- Start a support session on Computer A.
- On a remote Computer B, have a local user (your customer in most cases) join the session. If the local user has no administrator privilege, the client will display a button "Run As Admin" on Computer B. Click the button and input your administrator credential remotely. The client has to run as an administrator in order to ensure you have the full control (including UAC) and access all time to the remote Computer B.
- On Computer A, go to the menu on your support control panel and select "Change to unattended support session"
- On Computer A, input a name and password for the unattended session and click "Submit"
- On Computer B, accept the unlimited access to the remote computer by the local user
- On Computer A, you can access the remote Computer B anytime from anywhere as long as the remote Computer B is powered on and connected to the Internet. The system will auto-reconnect after power is back or the Internet reconnects.