macOS Remote
Support Guide

Download the app for your role

Select macOS on the home page. The person receiving help uses the remote help app, while the specialist uses the support staff app.

Review screen sharing and input permissions

macOS may require system permission for protected features. Follow the in-app instructions and review requested items such as Screen Recording and Accessibility in macOS Settings.

Connect with a one-time support code

1. Open the remote help app.
2. Enter the one-time code from your support specialist.
3. Check the specialist information shown on screen.
4. Approve the connection to begin screen sharing and remote support.

System permission does not approve a session

Granting a macOS system permission does not let a specialist view your screen immediately. A session begins only after you enter a support code, review the specialist, and approve the connection.

Keep sensitive information out of view

Notifications, documents, photos, or passwords may appear during support. Close sensitive content before connecting, or disconnect before working with it.

Disconnect whenever you need to

The person receiving help can end the connection from the remote help app at any time. You can also review macOS permissions later in System Settings.

Remote support data is end-to-end encrypted

Screen, input, chat, clipboard, and file-transfer data is end-to-end encrypted between devices. For important sessions, compare the security verification number shown on both devices.