Already speaking with FernByte?
Start your
remote support session.
Get your personal HelpWire download link from your FernByte technician. Open the app, then approve the connection when you’re ready.
Windows & Mac · No customer account or server settings needed
The button opens FernByte live chat. Ask for your download link, or use the link your technician has already sent you. Replies depend on availability.
Three simple steps
Get your link. Open. Approve.
Get your download link
Speak with FernByte first. Your technician sends a HelpWire link for your support session. No ID, password or connection settings need to be typed.
Open HelpWire
Open your link on the computer that needs help. Download and open the HelpWire client for Windows or Mac. On a Mac, approve the Apple permissions below.
Grant access
Check that it’s the session you arranged with FernByte, then choose Grant access. Stay at your computer while we help. You can revoke access at any time.
Using a Mac?
Your Mac. Your permission.
Your personal HelpWire link includes the Mac download. You don’t need a FernByte setup script, server address or key. Apple asks you to allow screen sharing and control yourself.
Allow screen sharing and control on your Mac
- Open the official client. Download HelpWire for macOS from the link your technician sent and open it. Your Mac must meet the requirements shown on that download page.
- Allow screen sharing. Follow HelpWire’s prompts to open System Settings → Privacy & Security. Allow HelpWire Client under Screen Recording (or Screen & System Audio Recording).
- Allow control. Allow HelpWire Client under Accessibility so your technician can use the mouse and keyboard. Respond to any further Apple permission prompts yourself. Reopen the app if macOS asks.
- Approve your session. Return to HelpWire and choose Grant access for the support request you arranged with FernByte.
If Apple or your browser blocks the download or says it cannot verify the app, stop and call us with the warning. Keep your Mac’s security protection enabled.
Before we begin
A clear plan.
An agreed price.
We agree on the work and price before starting. Downloading HelpWire or granting access does not authorise a payment. FernByte sends your invoice separately through Stripe.
Keep your antivirus protection on. If Windows, your browser or your antivirus blocks the file, stop and call us so we can check the warning with you.
When we finish, revoke access or close the HelpWire client. Our one-time session link expires when the session ends; ask your technician for a new link if you need to reconnect. No unattended access is required.
Remote support pricingRead our service terms