Let Smile support see your screen

Sometimes it’s quicker to show us. With remote support, a Smile team member can see your screen while you talk - and nothing is shared until you accept.

Get a code

You get a 6-digit code. Read it to the support person. It works once, for 10 minutes - if it runs out, click Get a new code.

Note

iPhones and iPads can’t share their screen - Apple doesn’t allow it. Use a computer instead.

Accept the request

A request from Smile support, with the team member’s name, appears on your screen. Accept it to start. In a browser, you then choose what to share: your whole screen, one window, or one tab.

Support requests always need you to accept them, even if you’ve set Smile Connect to accept trusted devices automatically.

If they need to click or type for you

At first the support person can only see your screen. If they need to do something for you, they ask for control separately, and you choose whether to allow it.

• Control lasts 10 minutes at most, then it’s taken back automatically.
• You can take it back at any time.
• From a browser, they can only watch - never control.

Chatting while you share

If you already have a support chat open with us, the support person can show it on the right of your screen while they’re connected, so you can keep talking. On Android it appears as a notification you can reply to.

Stop sharing

Click Stop sharing, or end the session in Smile Connect, whenever you like. The support person loses access straight away.

Danger

We’ll only ever ask for a code you got yourself from Smile Connect or connect.smilecorp.co.uk. Never give a code to anyone you’re not already talking to through our support channels.