Computer help FAQs: simple answers to your questions.

No. Describe what happens when you try to use it. For example, tell us if it takes a long time to start, displays an unfamiliar message or will not open your email. You do not need to identify the technical cause.

We help with common problems such as slow Windows computers, unwanted software, email difficulties, internet connections and Microsoft software setup. Tell us about your situation so we can explain whether our assistance is suitable.

Yes. Our approach is designed for people who prefer patient explanations in everyday language. You can ask questions and tell us when you need a step explained again.

Explain what you were trying to do, what happened instead and when the problem started. Include the wording of any error message if possible. Mention any recent changes, such as installing software. Do not include passwords or payment details.

We review your request and contact you to discuss the problem and the next step. Where paid assistance is proposed, we explain the cost before you decide to proceed. Use our computer help contact form to send your request.

Many software problems can be investigated while you stay at home. However, a computer that will not switch on, has physical damage or needs replacement parts may require a repair technician. We can discuss the symptoms before suggesting a next step.

Possible causes include limited free storage, too many programs running at once, software that starts automatically or ageing hardware. Unwanted software can also affect performance. A slow computer does not automatically mean it has a virus.

Cleanup may help when unnecessary files or programs contribute to the problem. It cannot fix every cause of poor performance, such as failing hardware. Our computer cleanup page explains the offer so you can check what is included.

Not necessarily. First consider what causes the slowdown and whether the computer still meets your needs. Software maintenance may help, while older or damaged hardware may make replacement more practical. Ask for advice before spending money on a new device.

Give it a little time, especially if it is opening a large file or completing a task. Avoid repeatedly clicking the same button. If the problem continues, note the program name and any message. Closing the program or restarting may lose unsaved work.

We can help investigate common email problems. Tell us whether you cannot sign in, send messages or receive them, and whether you use a browser or an email application. Account recovery may require steps with your email provider.

No. The website itself, your internet connection or your browser may be involved. Check whether other websites load normally and whether another device has the same problem. This helps distinguish a problem with one website from a wider connection issue.

We explain the process and guide you step by step. Depending on the problem, instructions may be enough. If a remote connection is needed, we explain it and ask for your permission before starting. Read more on our How it works page.

During an attended remote session, you remain at your computer and can watch the activity on your screen. Ask whenever something is unclear. You can request that the session stops.

A working internet connection is needed for a remote connection to your computer. If your computer cannot get online, tell us whether another device can connect. We can then discuss whether guided troubleshooting is possible.

Keep passwords and verification codes private. Do not send them through the contact form or email. If you need to sign in during assistance, enter your details yourself and ask to pause screen sharing while doing so.

No security product can prevent every threat. Antivirus is one part of protecting your computer. Software updates, careful handling of unexpected messages and keeping account details private are also important. See our antivirus protection offer for the product details.

Not necessarily. Some websites display fake warnings to frighten visitors into calling a number, paying or installing software. Do not follow instructions in an unexpected warning. Genuine Microsoft error messages do not include a phone number to call.

Read Microsoft’s guidance on technical support scams (opens in a new tab).

Do not open unexpected attachments or use links asking you to sign in or make a payment. Contact the organisation through contact details you already trust, rather than those in the message. A familiar name or logo alone does not prove a message is genuine.

Do not grant access because an unexpected caller says your computer has a problem. End the call and contact the company independently if you want to check the claim. Arrange support through a provider you have chosen and verified.

Running more than one antivirus product with real-time scanning can cause conflicts. Before installing another security product, check the provider’s instructions and what protection is already active on your computer.

A backup is an additional copy you can use if important files are lost, damaged or accidentally deleted. Keep copies of files you cannot easily replace, including family photos and personal documents. Check that you can open the backup copies.

Not always. Some cloud services synchronise changes, which can include deletions. Check whether your service offers version history, deleted-file recovery and suitable retention. Do not assume that a synchronised folder is a separate backup.

Yes. Make sure important files have a usable backup before reinstalling Windows, resetting a computer or making other major changes. Tell us if you are unsure whether your files are backed up before proceeding.

No. Windows is the operating system that runs your PC. Office is a collection of applications used for tasks such as documents and spreadsheets. Buying or installing one does not automatically mean the other is included.

Start with what you want to do and what you already use. Consider your computer, the applications you need and how many people will use them. Our Microsoft software page shows the available options. Contact us if you need help comparing them.

Check the individual offer before purchasing. Where installation and setup assistance are included, the product page states this. For example, our Office 2024 offer includes installation and setup assistance.

Tell us what you currently use before ordering. Your existing software may already meet your needs. We can discuss the options and help you avoid buying another product unnecessarily.

Compatibility depends on the product and your computer. Check the relevant requirements before buying. If you do not know your Windows version or computer details, contact us and we can explain how to find them.

The cost depends on the assistance you need. Product and service offers display their prices on the website. For a separate support request, we discuss the work and explain the proposed cost before you decide to continue.

Read the product description and review your order at checkout. Check the product, price, duration and any included assistance. If something is unclear, ask us before completing payment.

The next steps depend on the offer. Where personal assistance is included, we explain how to arrange it. If you are unsure about your order, contact us with your order number. Do not send card details or passwords.

Read our Refund & Cancellation Policy and Terms & Conditions before ordering. If you have a question about a particular purchase, contact us so we can discuss it.

Our Privacy Policy explains how personal information is handled. When submitting a help request, provide the information needed to contact you and understand the problem. Leave out passwords and other confidential account details.