Frequently Asked Questions
What kind of help do you provide?
We provide personal technology support such as device setup, troubleshooting, guidance, and help understanding everyday technology issues. Support may be provided remotely, by phone, or by scheduled session depending on the situation.
How does remote support work?
We guide you through a secure, temporary way to share your screen so we can see what you see and help in real time. You stay in control the entire time, and access only happens during an active support session.
Do I have to commit to anything?
No. You can start with a single support request if you prefer. Ongoing support plans are optional and only recommended if you want continued access to help.
What is a service call?
A service call is a single support session that takes place during one continuous period of time, regardless of the number or type of issues addressed.
Is support really unlimited?
Our plans are designed for reasonable personal use. Most customers never reach limits.
If usage becomes excessive or outside the intended scope, we may suggest a different plan or approach to ensure we can continue providing quality support.
What are scam and safety message checks?
These checks involve reviewing suspicious emails, texts, pop-ups, or notifications to help identify common warning signs of scams or fraud.
We cannot guarantee identification of every scam or threat.
What are device safety checks?
Device safety checks are a general review of basic security settings and indicators on a device.
They are informational only and not a comprehensive security audit.
How often can I request scam checks or safety checks?
There is no fixed limit. These services are provided as part of reasonable personal use. If requests become excessive or repetitive, we may adjust how support is provided.
Do you provide virus removal or guaranteed protection?
We may assist with identifying and addressing common issues, but we do not guarantee complete protection from malware, viruses, or online threats.
Do you support business or work computers?
Our plans are intended for personal use. Support for business, commercial, or income-generating activities may require separate arrangements.
Will you access my computer without permission?
No. Remote access is only used when you approve it and only during an active support session. You control when access begins and ends.
Do you store my passwords or personal files?
No. We do not intentionally collect, store, or retain passwords, personal files, or private content.
Do I need to uninstall remote support software after a session?
Not necessarily. Some customers leave it installed because setup can take time. Others remove it for peace of mind. The choice is yours.
Can you fix everything in one call?
Many issues can be resolved quickly. Some problems may require multiple sessions or follow-up steps.
Do you offer emergency or 24/7 support?
No. We do not provide emergency services. Response times vary based on availability and scheduling.
Can I cancel my plan?
Yes. Subscriptions can be canceled at any time. Cancellation stops future billing but does not refund prior charges unless required by law.
Why is your service focused on seniors?
Many seniors are rushed, talked down to, or left with advice that does not stick. We focus on seniors because technology support should be calm, clear, and focused on understanding, not pressure or upselling.
Our approach is built around patience, clear explanations, and reducing repeat problems, so technology feels manageable instead of stressful.
How do I contact support?
Local: 304-606-2987
Toll-Free: 1-866-212-9031
Email:
help@americanseniortech.com