Frequently Asked Questions

Remote Login is a service that allows our technicians to securely connect to your computer from anywhere—whether they’re hundreds or even thousands of miles away.

Once connected, they can control your computer just like they were sitting in front of it, allowing them to diagnose and fix issues quickly and efficiently—without you having to leave your home.

🔒 Safe. Secure. Hassle-Free.

No! Absolutely not.

We take your privacy and security seriously, which is why we offer two types of remote access software:

1️⃣ Unattended Access – Allows instant remote connection only for businesses that require ongoing IT support.

2️⃣ On-Demand Access – Requires your explicit permission every time. You will see a large “Connection Request” popup on your screen, and we can only connect if you click "ALLOW." (Recommended for residential users.)

🔹 You choose which version to use.
🔹 You’re never locked into one option—they both cost the same.
🔹 You’re always in control of your computer.

Your security is our priority!

How Will I Know When You’re Connected to My Computer?

You will always know when a connection is active—and it only happens if you explicitly allow it.

🔹 Before we connect, a large pop-up request will appear, asking for your permission to allow the connection. We can only connect if you click "ALLOW."

🔹 Once connected, a giant banner will slide across your screen, displaying the technician’s full, legal name.

🔹 During the session, a large rectangular box at the top of your screen will say "Connection in Progress." Clicking this box will also show the full name of the technician currently connected.

🔒 You are always in control, and you will always know when we’re connected.

At PCRepair.us, we value honesty, transparency, and trust. That’s why we’re happy to provide you with a full, unedited, and unredacted copy of all data we have related to your service, including:

🔹 Connection logs – See every time we connected.
🔹 File transfer history – If files were moved, you’ll know.
🔹 Connection history – Date, time, and technician details.

We take these requests seriously and will complete them in a timely manner—typically within 8-9 business hours.

🔹 Please use this service responsibly. Since gathering and formatting this data requires pulling logs from multiple systems, it redirects one of our technicians until the request is completed.

If you’d like to cancel your service, simply call or email us, and we’ll be happy to assist you.

📌 Important Note: Cancelling your service does not result in a refund for any remaining time on your plan.

We’re always here to help—if there’s anything we can do to improve your experience, let us know!

If you believe you’re eligible for a refund, please contact us by phone or email, and we’ll be happy to review your request.

📌 Important Policy:

• Since serial keys are assigned upon purchase, we generally do not offer refunds unless explicitly stated in the product’s description.
• If a refund policy applies to your purchase, we will process it accordingly.

If you have any concerns, we’re happy to discuss your options!

Repair Tokens are a system we implemented to protect our technicians and ensure fair use of our services.

How It Works

• Every customer starts with a set number of Repair Tokens.
• When a technician completes a service request, they have the option to remove a token.
• If all tokens are used, additional service requests may require a discussion with us or waiting until the next billing period.

Why Do We Use This System?

This system was introduced after encountering malicious customers who:
🔹 Called dozens of times per day for non-essential issues.
🔹 Tried to outsource their entire company’s IT needs under a single personal plan.
🔹 Abused our services or treated our technicians poorly.

Will This Affect You?

For most customers, this system will never come into play.
Our technicians will only remove a token if:
🔹 A repair required an excessive amount of time.
🔹 A customer was verbally abusive or disrespectful.
🔹 We suspect a customer is acting in bad faith or trying to exploit the service.

This policy is here to prevent abuse, not to restrict honest customers. If you ever have concerns about your Repair Tokens, we’re happy to discuss them with you.

At PCRepair.us, we take your privacy and security seriously.

🔒 We do not store any of your personally identifiable data in a digital format. This protects you from potential data breaches, hacking, or unauthorized access. No system in the world is 100% secure, and anyone claiming otherwise is not being truthful.

What We Collect & How We Store It

The only data we retain is a printed "Customer File," which is:
🔹 Stored in a locked filing cabinet inside a locked file room.
🔹 Never stored digitally to prevent unauthorized access.

This file may include:

• Your name and basic contact information.
• Your mailing address.
• Details about your devices and any work we have performed on them.

That’s it. We only collect and maintain data that is necessary to do our job.

Website Data Collection

While we do not track you online, our website hosting provider (a separate entity from PCRepair.us) may collect limited browsing data. If you would like more information, we’re happy to direct you to their privacy policy upon request.

🔹 Your privacy is our priority, and we remain committed to keeping your data secure.

Getting started is simple! All you need is:

✔ An active service plan – You can purchase one here.
✔ A stable internet connection – We require a mid-tier internet connection. Unfortunately, we cannot connect over cellular networks, dial-up, or outdated internet services.
✔ Basic ability to download and install software – You’ll need to install our remote access software so we can connect and assist you.

That’s it! Once set up, we handle everything else to keep your computer running smoothly.

Short Answer:

✅ Your Microsoft Windows installation and most Microsoft software.

Long Answer:

Our service plans are focused on individual computers and include:
🔹 Troubleshooting the computer’s operating system.
🔹 Troubleshooting factory-installed software.
🔹 Support for most Microsoft software.

What’s Not Covered?

🔹 Anything not stored on the computer’s hard drive.
🔹 Third-party software (support for non-Microsoft programs is at our discretion).

📌 While we may make exceptions, this is determined by the PCRepair.us technician handling your request.

Why These Limitations?

There are millions of third-party software applications, many of which require specialized research and testing to troubleshoot. To provide fast, effective service to all customers, we focus on core system support.

If you have questions about a specific program, we’re happy to discuss it with you!