When you phone us for help a customer support agent may ask your permission to remotely access your computer through the Remote Access tool.
You'll need to have installed the Remote Access tool before your phone call:
Install the Remote Access Tool
If you haven't installed the tool you can download a one-time support applet while on the phone:
Install the one-time use support applet
Please note you:
- should only use the Remote Access tool if you've been instructed to do so by a LINZ customer support agent
- should not leave your computer unattended during the phone call
- can end the remote access or phone call at any time.
Step 1: Prepare to use the Remote Access tool.
First, agree to remote access with the customer support agent.
Next, close any confidential documents or anything you don't want our customer support agent to view.
Step 2: Open the Remote Access tool shortcut
Go to the location you've saved the Remote Access Tool. Open the Remote Access tool shortcut by double clicking on it.
The terms and conditions will appear if this is your first time opening the tool. You will need to read these and then select Continue to accept them.
Step 3: Enter the 6-digit PIN code.
Your customer support agent will give you a one-time use 6-digit PIN code.
Enter this PIN into the PIN code field.
Select Connect.
Step 4: Wait for the agent to accept your connection.
A message will appear saying that you are connecting. Wait for the customer support agent to accept your connection.
Once connected a message will say: Support session established with [agent name].
Step 5: Accept request to view and control your computer.
The customer support agent will send you a request to view and control your computer.
Review the actions and select OK if you accept. Select Cancel if you want to decline remote access.
You can end the session at any time by closing the application.
