Remote assistance lets a BrightBooks support specialist view your screen and, with your permission, control your mouse/keyboard to quickly diagnose issues like sign-in problems.

What you’ll need

• A stable internet connection
• A phone to speak with the agent (call BrightBooks Support at [PHONE_NUMBER_1])
• Access to download/run a small helper app

How it works

1. Call BrightBooks Support at [PHONE_NUMBER_1] and request a remote session.
2. The agent will send you a one-time link or a session code for our ScreenConnect (also known as ConnectWise Control) portal.
3. Click the link or go to the portal page the agent provides and enter the code.
4. Download the small ScreenConnect/Control app when prompted.
5. Open/run the app. Approve any permission prompts so the agent can see your screen. If you prefer, you can start in view-only mode and grant control later.
6. You’ll see an on-screen indicator when the agent is connected. You remain in control and can end the session at any time.

Before you start

• Save work and close any documents or apps that contain sensitive information.
• Have your BrightBooks login email ready (do not share your password).
• If you use a work device/network, ensure you’re allowed to join remote sessions.

Ending the session

• Tell the agent you’re ending the session, then close the ScreenConnect window/app. The agent will immediately lose access.