How do I start a remote support session?

Before you start, have your Order ID ready. You can find it in your purchase confirmation email. It usually starts with the letter "U."

STEP 1 – Find the Ailova·Care icon on your Desktop
After your first session, a small shortcut icon will have been placed on your Desktop. It shows the Ailova Care logo. Double-click it.

STEP 2 – Enter your details
Fill in:
- Your Order ID number
- Your phone number
- Your email address
Then click "Connect."

STEP 3 – Allow permissions
A standard security box may appear asking if you want to allow the programme. Click "Yes" or "OK." This is a normal, safe step.

STEP 4 – You are connected
Your technician can now see your screen and help you. You can speak with them using the chat window that appears.
You can end the session at any time by closing the window.

Trouble connecting?
"The customer does not exist" error:
- Check your Order ID – it starts with "U"
- Make sure you are using the email address you used when you purchased
- If you used PayPal, try your PayPal email address
Still stuck? Call us, and we will connect you directly.