Connection help
Before calling support, try these quick steps.
My session code won't connect
Double-check you entered the digits correctly and that the code hasn't expired (codes are single-use and expire after 10 minutes).
Ask your technician for a new code if too much time has passed.
The support agent won't download or open
Make sure you downloaded the correct build for your operating system from the download page.
On Windows, if SmartScreen blocks the app, click "More info" then "Run anyway." On macOS, allow the app under System Settings → Privacy & Security.
The session feels slow or freezes
Check your internet connection and close bandwidth-heavy apps (video calls, streaming, downloads).
Check the system status page for known incidents.
Still can't connect? Contact support and we'll help directly.