Sometimes the quickest way to fix a problem is for a Host Dada engineer to see your screen. This guide shows you how to join a remote support session from the invitation we send you, and how to stay in control throughout.
Only join sessions you've arranged with usWe only start remote sessions that you've agreed to in a support ticket or on the phone. We'll never cold-call you or pop up unexpectedly asking for access. If someone contacts you out of the blue claiming to be Host Dada and asks to connect to your computer, don't join. Open a ticket to check. See Spotting phishing emails that impersonate your host.
Before you start
- Arrange a time with our support team through your support ticket.
- Use the computer that has the problem, and close any documents or emails you don't want us to see.
- On a work computer, you may need permission from your IT administrator to run the support app.
Join a session from an email invitation
- Open the invitation. At the agreed time we'll email you a session link. Select the link in the email. It opens a Host Dada remote support page in your browser.
- Download the support app. The page starts downloading a small Host Dada support app automatically. If nothing happens, select the join or download button on the page.
- Run the app. Open the downloaded file from your browser's downloads list.
- Windows: if Windows asks whether to allow the app to make changes, choose Yes.
- Mac: open the downloaded file, then follow the prompts. macOS will ask you to allow screen recording and accessibility for the app under System Settings → Privacy & Security. Without these, we can't see or control the screen.
- Wait for your engineer. Once the app is running, you're in the session. Your engineer will connect and explain what they're going to do before they start.
TipIf the download is blocked or the app won't start, look for a Try Next Option link on the session page. It offers another way to launch the app.
Staying in control
- You can see everything the engineer does, as they do it.
- Your own mouse and keyboard keep working throughout, and you can end the session whenever you like by closing the support app.
- When the session ends, the connection closes. We can't reconnect without a new invitation that you accept.
- Once you're finished, you can delete the support app if you like. Our engineer can tell you how.
Troubleshooting
Nothing downloads when I select the link
Your browser may have blocked the download. Check the downloads list or the address bar for a blocked-download warning and allow it. Alternatively, copy the link into a different browser, such as Chrome or Edge.
The engineer can see my screen but can't click anything (Mac)
Open System Settings → Privacy & Security → Accessibility and turn on the support app, then restart the app.
The session link says it has expired
Invitations are only valid for a limited time. Reply to your ticket and we'll send a fresh link.
Still stuck? Our UK support team is happy to help. Open a support ticket
and tell us whether you're on Windows or Mac and what you see when you open the session link.
Last reviewed: October 2026
