Free guide
How to ask for tech help
Whoever fixes your tech, whether a relative, a colleague or a repair shop, can help faster when the request answers their first questions. This guide is free and needs no shop.
Say which device, exactly
"The laptop" is a start; "the grey HP laptop in the kitchen" is better. Say whether it is a computer, phone, tablet, printer, router or TV.
Say what happened, and when it started
What you saw, in your own words, and what changed just before: an update, a new program, a move, a fall, a power cut.
Say what you were trying to do
"Print the bank statement from email" tells the helper where to look.
Copy the error message word for word
Error messages contain the clues. In many Windows message boxes, pressing Ctrl+C copies the whole message. Otherwise type it exactly, numbers included, or take a screenshot (below) and keep it to show the helper.
Say what you already tried
Restarted? Checked the cables? Tried another browser? It saves the helper repeating it. On Windows, choose Restart rather than Shut down and switch on: Restart does the fuller reset.
Say how urgent it is, honestly
"I cannot work" and "it can wait until the weekend" both help the helper plan.
Never send passwords
No helper needs your password in a message. If someone you did not contact calls or pops up on screen offering to fix your computer, it is a scam: hang up and close the page.
Screenshots and system versions
| Windows | Screenshot: Windows+Shift+S and drag over the area, or PrtScn. Version: Settings, System, About; or press Windows+R, type winver and press Enter. |
|---|---|
| Mac | Screenshot: Shift+Command+3 for the whole screen, Shift+Command+4 for part of it. Version: Apple menu, About This Mac. |
| iPhone, iPad | Screenshot: side (or top) button and volume up together; on models with a Home button, Home and the side (or top) button together. Version: Settings, General, About. |
| Android | Screenshot: on most phones, power and volume down together. Version: Settings, About phone (the menu names differ between makers). |
Support Shop requests carry text only. If a picture would help, your helper will tell you how to send it.
Do you fix everyone's tech?
Give them a link to your own help desk. A shop is free for up to 10 open requests.
Shop Pass $1.95 a month or $19.50 a year Free during preview what it buys