Most problems are quicker to fix if we can see your screen. Rather than talking you through fifteen clicks over the phone, an engineer connects to your computer, works on it while you watch, and disconnects when it is done.

This article covers how that works and, more importantly, how to tell a genuine session from the scam calls that copy it.

How a remote session works

1. You lodge a ticket, or we contact you about one you already have. A session should never be the first you hear from us.
2. The engineer asks whether now is a good time. If you are mid-quote or on a call, say no and pick a time.
3. On a computer we manage, the remote support tool is already installed. You will see a prompt asking you to allow the session - nothing happens until you accept it.
4. On a computer we do not manage, we send you a link to run a small one-off program. It works for that session only.
5. You watch the whole time. The mouse moves on your screen and you can see everything being done.
6. When the work is finished the engineer disconnects. You can also end it yourself at any point by closing the remote support window, or by holding the power button until the machine shuts down if you would rather stop it immediately.

Before you accept a session

• Close anything you would not want an engineer to see - payroll, a personal email tab, private documents.
• Have the ticket number handy. A genuine engineer can tell you what it is.
• If someone else is using the machine, warn them. The mouse moving on its own is alarming if you are not expecting it.

How to know it is really us

Scam callers ring small businesses claiming to be from a well-known company, say your computer is infected, and talk you into installing remote access. It works often enough that they keep doing it. The tells are consistent.

A genuine YouGrowIT session always follows a ticket you know about. If there is no ticket and you did not contact us, be suspicious.

We will never:

• Phone you out of the blue to say your computer has a virus or has been hacked.
• Ask for your password, your bank details, or your multi-factor code - that is the extra code you enter after your password.
• Ask you to buy gift cards, transfer money, or log in to internet banking during a session.
• Pressure you to decide immediately or tell you not to check with anyone.

If any of that happens, hang up. You are not being rude, you are being sensible.

If you are not sure, check

1. End the call. Do not stay on the line while you check - a scammer will simply keep talking.
2. Call us on 03 9028 4358. Dial it yourself from this page or from your own records, never a number the caller gave you.
3. Ask whether there is an open ticket and whether one of our engineers is trying to reach you.

Nobody here will ever be annoyed that you checked. It takes a minute and it has saved businesses a great deal worse than a minute.

If you think you already let someone in

Do not spend time feeling foolish about it - this one catches careful people, and the sooner you tell us the smaller the problem is.

1. Disconnect the computer from the internet: unplug the network cable, or turn off Wi-Fi from the icon near the clock.
2. Leave the computer on. Do not delete anything - what is there helps us work out what happened.
3. Call 03 9028 4358 straight away.
4. If you entered any passwords or bank details during the call, ring your bank as well.

Still stuck?

Log a ticket at portal.yougrowit.com.au or email support@yougrowit.com.au. If it is stopping you working right now, call 03 9028 4358.

Support hours are Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays.