Screen sharing: questions and answers
The questions customers and agents ask most, answered plainly, including what the service cannot promise.
Is it safe?
Nothing is shared unless you agree and then choose a screen yourself in your browser's own picker, and you can cancel or stop at any time. The agent sees only the surface you selected. Safety still depends on what you choose to show, so close unrelated windows and keep passwords and payment details off the screen. No security certification is claimed.
Can the agent control my computer?
No. Remote Support is shared-screen guidance. One person shows a screen and the other watches while you talk or chat. There is no remote control of your device and no unattended access.
What does the agent see?
Only the tab, window or screen you selected in the browser's picker, including new content that appears on it. If you share a whole screen or window, other things you open can become visible, so a single browser tab is the narrowest choice. The service does not let an agent capture a hidden or unselected screen.
Do I have to share my screen?
No. You must consent and then choose a screen yourself, and you can decline. Ask the agent for a consultation in which they share their own screen instead. In that direction your screen is not published.
Do I need to install anything?
No. Sharing uses the screen-capture feature already built into current desktop browsers, so there is nothing to download. A browser that does not support screen capture cannot start a share.
Does it work on phones and tablets?
Watching a shared screen is expected to work on phones and tablets, but it has not been tested on every device and nothing is promised for a particular one. Sharing your own screen is not available in phone and tablet browsers today, because they do not let websites capture the screen. Use a computer, or ask the agent to share their screen instead.
Where do I get the six-digit code?
Your support agent creates it and gives it to you. Enter it on the Help99 home page. There is no account to create, and customers are never charged.
Why did my code expire?
A code works for three minutes after the agent creates it and can be used once. If more time passed, or someone already used it, it stops working. Ask the agent for a new code.
Does the session end when the code expires?
No. The three-minute limit applies only to the code. Once you have joined, the live consultation is not cut off by that timer.
Is the screen recorded?
The service is not built to record screen video, and the Privacy Policy makes no claim that screen video is recorded or stored. Session records and messages may be kept as part of the support history; the Privacy Policy lists what is kept.
What does it cost?
Customers who enter a code are never charged. Companies pay USD 10 per month, which includes 3 pooled hours of connected sharing, then USD 0.25 per additional hour, prorated to the connected time. It is priced per company, not per agent.
What happens if I close the tab?
Pressing Stop sharing, or closing or reloading the customer page, ends the consultation. You will need a fresh code from the agent to rejoin.
What happens if I switch to another browser tab?
Switching tabs does not end the consultation. If you are sharing a whole screen or window, what you open there may be visible to the agent.
What if sharing will not start?
Check that your operating system allows your browser to share the screen, try a current desktop browser, and try another network if a corporate network or VPN may be blocking the connection. Keep the browser windowed, and never turn off your browser's security features to make sharing work.
Can we talk during a session?
Yes. The session has a text chat. Voice talk is optional and off until a person chooses to turn on their microphone.
Will the picture always be sharp?
No. The browser is asked for a capture of at most 1920 pixels on its long side at up to 30 frames per second, with AV1 offered first where supported. What you actually get depends on your browser, computer and network, so nothing is guaranteed.
Does it work in every browser and on every network?
No. Browser permissions, operating system settings and network conditions all affect screen sharing, and some restrictive networks can stop a connection from being made. We make no guarantee for any specific device.
Is there always an agent available?
No. Help99 is not a staffed helpline. Agents belong to the companies that use it and join consultations when they are available.
More detail: screen-sharing guide, Privacy Policy, Terms of Service, Learn articles. Have a code? Enter it here. Teams: pricing and setup.