Remote help

See the screen a team member is stuck on, and tap on it if they allow it.

Last updated 6 Oct 2026

Overview

Someone rings from a ceiling cavity and says “it’s not working”. Remote help ends the guessing: they read a six-digit code down the phone and you see the screen they are looking at. If watching is not enough, you can ask to tap on it - and they decide, on their own device, whether to let you.

The Remote Support console: the waiting list, a box for the code, and the session buttons — The console before anyone has connected. Once a session starts, the screen being shared appears below this bar.

Who can help whom

Your own admins can help your own staff, from the Scheduler. A code from another company will not pair, and the waiting list only ever shows your own people.
Tradie support can help you, the same way, from their own console.

Asking for help

The person who needs help starts it. Nothing happens until they do.

Step by step: the person who needs help

Open Settings on the mobile app.
Tap Get Remote Help. A six-digit code appears.
Read the code to whoever is helping.
A banner appears across the top: Support is watching your screen, with a Stop button beside it.

Step by step: the person helping

Open Remote Support from the Scheduler’s menu.
Either pick the person from the waiting list, or type the code they read you.
Their screen appears, and follows what they do.

Tapping on their screen

Watching is where a session starts. To do anything, you ask:

You request control.
They get a prompt on their own device - Allow support to tap? - explaining they can take control back at any time.
Only if they allow it can you tap and type. Their banner changes to Support can tap on your screen.

Either of you can end it: they take control back or press Stop, you disconnect. The moment control is taken back, your next tap does nothing.

What the helper can and cannot see

Note

Remote help shows the Tradie app only. It is not a view of their phone - their messages, camera, photos and other apps are not part of it, because nothing outside the app is ever captured.

Sign-in screens are never included. The login, PIN entry, PIN creation and forgotten password screens are excluded from what is sent, so a password or PIN cannot travel to the person helping even if the team member is looking at one.

The session is recorded in the audit trail: who helped whom, when control was asked for, granted and taken back, and who ended it.

Tips

It needs a connection. Remote help streams what is on screen, so it will not work in a dead spot - the thing to do there is get to signal first.
Nothing is running until they ask. The machinery is not loaded into the app at all until somebody taps Get Remote Help, so this is not something watching in the background.
The code is worth saying once and checking. It pairs one session to one helper; a code cannot be reused by somebody else afterwards.