Accepting a remote support session
Updated 8 November 2026 · How-toSecurity
We use RustDesk for remote sessions. Here is what you see, how to tell it is really us, and how to end a session at any time.
How a remote session starts
We never connect without asking. You will have spoken or emailed with us first, and we tell you we are about to connect. A small RustDesk window appears on your screen asking you to accept the connection. Click Accept and the session starts. Nothing happens until you do.
How to tell it is really us
- You asked for help, or we arranged the session with you in advance.
- The request comes through the RustDesk app already installed on your work computer, not through a link in an email or a web page.
- If anyone calls you out of the blue asking to connect, hang up and call us on +1 (778) 779-7127. We will never cold-call you and ask for access.
During the session
You can see everything we do, and we talk you through it. We will not open personal files, email or browser tabs that are not part of the problem. If you need to step away, say so and we pause.
Ending a session
Close the RustDesk window or click Disconnect at any time. The connection ends immediately. We also disconnect as soon as the work is done and tell you we have.
Why RustDesk
RustDesk is open source. Sessions are encrypted end to end, and a connection only ever starts after you accept it.
Was this helpful?