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How to share your screen with our support team
Share your screen with our support team in under two minutes using Google Remote Desktop - no complicated software required.
Sometimes the quickest way for our support team to help you is to see your screen directly. Google Remote Desktop is a free tool that lets our agents view and control your screen through Chrome - no complicated software to install, and you stay in full control throughout.
You need Google Chrome installed to use this. Download it free from google.com/chrome if you do not have it. You also need any Google or Gmail account to sign in - it does not need to be one you use regularly.
Before you start
The whole setup takes less than two minutes. Here is what the process looks like:
- Open Google Chrome
- Go to the Google Remote Desktop page
- Sign in with your Google account
- Install the Chrome extension (first time only)
- Enter the access code from your support agent
- Click Share Screen
- End the session when you are done
Step 1: open Google Chrome
Google Remote Desktop only works in Chrome. It will not work in Safari, Firefox, Edge, or any other browser.
If you are not sure whether you have Chrome, look for the colourful circle icon in your taskbar (Windows) or dock (Mac). If you do not have it, download it free from google.com/chrome - installation takes just a couple of minutes.
Step 2: go to the Google Remote Desktop page
- Click the address bar at the top of Chrome.
- Type the following address and press Enter:
remotedesktop.google.com/support
- You should arrive at a page titled Chrome Remote Desktop. Make sure you are on the Support tab, not the Remote Access tab.
Step 3: sign in with your Google account
Google will ask you to sign in before you can continue. Any Gmail address or Google account will work.
An old Gmail account you rarely use is perfectly fine. Signing in simply confirms who is granting access - Google does not notify anyone else when you do this.
If you do not have a Google account, you can create one free at gmail.com. It takes just a few minutes and you do not need to use it for anything else afterwards.
Once signed in, you will return to the Remote Desktop Support page.
Step 4: install the Chrome extension (first time only)
If this is your first time using Google Remote Desktop, the page will prompt you to install a small browser extension. This is an official Google extension and is completely safe.
- Click Add to Chrome when the prompt appears.
- Click Add extension in the confirmation popup.
- The page will reload automatically once the extension is installed.
You only need to do this once. The extension stays installed and you will not be asked again next time.
If you are on a Mac
macOS sometimes blocks Chrome from sharing your screen by default. If you see a warning saying screen recording is not permitted:
- Open System Settings (or System Preferences on older Macs).
- Go to Privacy & Security and then Screen Recording.
- Find Google Chrome in the list and make sure the checkbox next to it is enabled.
- Return to the Remote Desktop page in Chrome and try again.
Step 5: enter the access code from your support agent
Your support agent will send you a 12-digit access code via live chat or email.
- On the Remote Desktop page, find the box labelled Connect to My Computer.
- Type the 12-digit code into the input field.
- Click Connect.
Access codes expire after five minutes. If your code stops working, ask your support agent for a new one - they can generate a fresh code instantly.
Step 6: click Share Screen
After clicking Connect, a popup will appear showing the name of the support agent requesting access.
- Review the name shown.
- Click Share Screen.
Nothing happens until you click Share Screen. Your screen is not shared at any point before you press this button.
Once you click Share Screen, your agent will be connected and able to see your screen. A green bar will appear at the top of your Chrome window to confirm that screen sharing is active. Our agent will talk you through everything they are doing.
Step 7: end the session when you are done
You can stop sharing at any time - you do not need to wait for our agent to end the session.
- Look for the green bar at the top of your Chrome window.
- Click Stop Sharing.
As soon as you click Stop Sharing, our agent loses all access to your screen. The connection is completely closed and cannot be re-opened without you going through these steps again and sharing a new access code.
Our agent will also end the session from their side once the support task is complete and will let you know when this is done.
Common questions
| Question | Answer |
|---|---|
| I do not have Chrome. Can I still use this? | You need Chrome for Google Remote Desktop to work. Download it free from google.com/chrome - it takes two to three minutes to install. If you cannot install it, let your support agent know and they will find an alternative way to help. |
| I do not have a Google account. | Create a free Google account at gmail.com. It only takes a few minutes, and an old Gmail address you rarely use works perfectly fine. |
| The code expired before I could enter it. | Access codes are only valid for five minutes. Ask your support agent for a new one - they can generate a fresh code instantly. |
| My screen went black after connecting. | This usually means your screen went to sleep. Move your mouse or press any key to wake it. If the screen stays black, click Stop Sharing and ask your agent for a new code to reconnect. |
| The connection is slow or laggy. | Close any browser tabs and applications you do not need. Make sure you are on a stable Wi-Fi or wired connection rather than a mobile data connection, which can be unreliable for screen sharing. |
| I am on a Mac and screen sharing is blocked. | Go to System Settings, then Privacy & Security, then Screen Recording, and enable Google Chrome. Full instructions are in Step 4 of this guide. |
| Can the agent access my computer after the session ends? | No. Once the session ends, the connection is completely closed. Your agent cannot reconnect without you generating a new code and going through these steps again. |
Your privacy and security
We take your privacy seriously. Here is a summary of what our support agents can and cannot do during a remote session.
What our agents will do:
- Tell you what they are doing on your screen throughout the session.
- Ask your permission before making any changes.
- Stay focused on the support task you have contacted us about.
- End the session as soon as the issue is resolved.
What our agents will never do:
- Ask for your passwords or payment information.
- Open or read personal files unrelated to your support issue.
- Install software without asking for your explicit permission first.
- Keep the session open without your knowledge.
You are always in control. Your screen remains visible to you at all times during the session, so you can see exactly what the agent is doing. You can stop sharing at any time by clicking Stop Sharing in the green bar at the top of Chrome - the session closes instantly and no further access is possible.