Get-ready checklists

However you like to get started, these help you feel ready. There’s no wrong way to ask for help — but a little prep makes everything quicker and calmer.

Before you call for remote support

• Make sure the device is switched on and connected to the internet.
• Have a rough description ready: what’s happening, and roughly when it started.
• Note any error messages — a photo on your phone is perfect.
• Keep your phone nearby so we can talk you through it.
• Don’t worry about tidying up or fixing it first — we’ll take it from here.
• We’ll phone you before we connect to check you’re ready — so the session never starts unexpectedly.

Getting ready to book a repair

• Note the make and model if you know it (don’t worry if you don’t).
• Back up anything precious if you can — or tell us and we’ll help.
• Jot down exactly what the problem is and when it happens.
• Have your contact details and address handy for collection.

Questions worth asking about Microsoft 365

• Which plan is right for just me, my family, or my business?
• Is my email and data backed up? (Microsoft doesn’t fully do this for you.)
• Is two-step login switched on to keep my account safe?
• Can you move my old emails and files across with nothing lost?

New computer? Have these ready

• Your email address and password (or let us help you recover them).
• A list of the programs you use regularly.
• Your old computer, so we can move your files and photos across.
• Any printer or device you’d like it to work with.