Sometimes the fastest way for us to fix a problem is to see your screen. When that's needed, we use Quick Assist, the remote support tool that is already built into Windows 10 and Windows 11. You don't need to download anything from a website, and you stay in control the whole time. This guide shows you how to start a Quick Assist session safely, and how to spot the remote-access scams that target website owners.
Important: read this first
- Only connect when you contacted us first. Only start a remote session after you opened a support ticket or called us yourself. We will never phone, email or pop up a message out of the blue asking to get into your computer.
- Quick Assist is the only remote tool we use. It is already on your Windows PC. We will never ask you to download a different program.
- Never install an app because someone you don't know told you to. Scammers often ask you to install real, legitimate programs such as AnyDesk, TeamViewer, UltraViewer, ScreenConnect, RustDesk or a "support" app from a link they send. These apps are genuine, and that is exactly why they work so well for scammers: once installed, they give a stranger full control of your computer, your email and your bank accounts. A real app does not make the person real.
- Never share passwords or codes you did not ask for. We never need your bank details, your card number or the one-time codes your bank or email provider texts you.
If anyone contacts you claiming to be from Instant Access, Microsoft, your bank or "tech support" and asks for remote access, hang up or don't reply. Then contact us through the client area to check.
How to start a Quick Assist session
You'll need a Windows 10 or Windows 11 PC connected to the internet. We'll normally be on the phone with you or replying in your support ticket while we do this.
- Open Quick Assist. Use any of these:
- Press Ctrl + Windows key + Q together.
- Or click Start, type
Quick Assistand press Enter. - Or, on Windows 11, open Start > All apps > Quick Assist. On Windows 10, it's under Start > Windows Accessories > Quick Assist.
- Get the security code from us. Our technician will read you a short security code over the phone or post it in your ticket. The code only works for a few minutes, so enter it soon after you receive it.
- Enter the code. In the Get help section, type the code into the Security code from assistant box and click Submit.
- Check who is connecting. Quick Assist shows the helper's name (first name and last initial). If it isn't the person you're talking to at Instant Access, click Deny or close Quick Assist.
- Allow screen sharing. Click Allow. We can now see your screen but can't click or type yet.
- Allow control (only if asked). If we need to click or type for you, we'll send a request. You'll see a prompt to Allow or Deny. You can say no and let us talk you through it instead.
You stay in control
- You can watch everything we do on your screen.
- Windows still asks you to approve anything that needs administrator rights.
- You can pause sharing at any time from the Quick Assist toolbar at the top of the screen.
- To end the session, click Leave on the Quick Assist toolbar or close the Quick Assist window. The connection stops immediately.
- The security code works once. When the session ends, we cannot reconnect unless you start a new session with a new code.
Common questions
I can't find Quick Assist on my PC
Some computers have had it removed. Open the Microsoft Store app (it's on your Start menu), search for Quick Assist and install it. It's published by Microsoft Corporation. Install it only from the Microsoft Store app, never from a link someone sends you.
I have a Mac, iPhone or Chromebook
Quick Assist is a Windows tool. On other devices we'll walk you through the fix by phone or in your support ticket instead. Please don't install remote-control apps on a Mac or phone for us. We won't ask you to.
Someone asked me to install AnyDesk or TeamViewer. Is that OK?
Not unless you personally know the person and you started the conversation. These are real products, but scammers use them all the time because people trust the names. If you already installed one for a stranger, disconnect from the internet, uninstall the app, change your email and banking passwords from a different device, and contact your bank. Then open a ticket with us so we can check yInstant Access Internet Services hosting and email accounts.
Do I need a Microsoft account?
No. Only the helper signs in. You just enter the code.
The session disconnected
That's normal if your internet drops or the PC sleeps. Just open Quick Assist again and we'll give you a new code.
Related guides
- How to Log In to cPanel from the Client Area
- How to Set Up Two-Factor Authentication (2FA) in cPanel
- How to Change Your cPanel Password
Still stuck? Open a support ticket and the Instant Access Internet Services team will help.
