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Frequently asked questions
Quick answers about account access, tickets, remote sessions, wallet balance and the daily use of the Remotiam support portal.
1. How do I get started?
Create your account, verify your email address, download the Remotiam client for your operating system and complete your setup by saving your remote ID in the portal.
2. Why do I need to verify my email?
Email verification protects account ownership, allows password recovery and ensures that support notifications reach the right contact.
3. How do tickets work?
Each issue is tracked in a ticket. From there you can explain the problem, follow support replies, receive automatic notices and keep the full history of the incident.
4. What is the wallet used for?
The wallet stores the prepaid balance used for remote support. Sessions are billed against that balance according to the configured minimum fee and minute rate.
5. What happens if I run out of balance during a session?
If the available balance is no longer enough to continue, the system may stop the remote session automatically, leave the ticket open and post an explanatory message in the ticket chat so the intervention can be resumed after a top-up.
6. What happens if I reject the remote access request?
Very short connections are treated as cancelled sessions. They do not generate a normal charge and the intervention can be retried later from the same ticket.
7. Can I continue the same ticket after topping up?
Yes. If a support session is interrupted because of low balance, you can top up and reconnect from the same ticket without creating a new incident.
8. Do I need the desktop client every time?
For the best experience, yes. The Remotiam client keeps your configuration ready and helps the support team connect faster and with fewer manual steps.
9. How are technicians rated?
When a session ends, the portal may ask you for a rating from 1 to 5 stars and an optional comment. This helps track service quality and improve future interventions.
10. Where can I get help?
Use the portal ticket system as the main support channel. For account or privacy matters you can also use the contact details listed in the legal and privacy pages.