How to connect to your IT Cares technician with AnyDesk
Booked and paid on itcares.ca? Here are the 5 steps that let our technician take remote control of your computer safely and fix it while you watch.
In short
- Download AnyDesk (free) for Windows or Mac.
- Open it and note your AnyDesk number (9 digits).
- Send that number to the technician by email, text or phone.
- Click Accept when the request pops up.
- Watch the technician fix it. You can stop at any time.
Before you start
- Computer on and connected to the Internet.
- Your booking confirmation (appointment date and time).
- Your phone nearby to receive our messages.
- Administrator rights on the computer (your Windows or Mac login password).
1Step 1: Download AnyDesk
Pick your system. The download is free and comes from the official AnyDesk website.
Windows
Windows 10 and 11 Download for WindowsmacOS
Intel and Apple Silicon Macs Download for Mac2Step 2: Open and allow AnyDesk
On Windows
- Open your Downloads folder and double-click AnyDesk.exe.
- If Windows asks "Do you want to allow this app to make changes?", click Yes.
- AnyDesk opens right away. No complicated installation is needed.
On Mac
- Open the downloaded AnyDesk.dmg file, then drag AnyDesk into the Applications folder.
- Open AnyDesk from Applications. If a message asks for permissions, click Open System Settings.
- Under Privacy & Security, turn on AnyDesk in both Accessibility and Screen Recording. Without this, the technician sees your screen but cannot click.
- Your Mac may ask you to quit and reopen AnyDesk: do it.
3Step 3: Find your AnyDesk number and send it
In the AnyDesk window, your number is shown in large digits under "This Desk" (about 9 digits). It is your computer's address, like a phone number.
- Write down that number.
- Send it to your technician by email (info@itcares.ca), by text, or read it over the phone.
- Never share this number with anyone who is not your IT Cares technician.
4Step 4: Accept the connection request
At your appointment time, the technician enters your number. A window appears on your screen.
- Check that it is the time of your appointment.
- Click Accept to give the technician control.
- Without your click, nobody can get in. You stay in control at all times.
5Step 5: Watch while the technician fixes it
You will see the cursor move by itself: that is the technician. They diagnose, fix and explain what they are doing. Ask questions by phone during the session.
- Do not touch the mouse while they work, unless they ask you to.
- To stop at any time, click Disconnect (red button) or close AnyDesk.
- When finished, close AnyDesk. Nobody has access to your computer anymore.
Safety: what you should know
- AnyDesk gives access only after YOUR click on Accept.
- IT Cares will never ask for your banking passwords or card codes.
- You see everything the technician does, live.
- Need help with a step? Call us and we will guide you over the phone.
Frequently asked questions
Is AnyDesk free?
Yes, downloading it and using it for a support session with our technician costs you nothing. The repair service is the one you booked on itcares.ca.
Can the technician see my files after I close AnyDesk?
No. As soon as you close AnyDesk or click Disconnect, the connection is cut and the technician has no access.
I am on a Mac and the technician cannot click. What do I do?
The Accessibility permission is probably missing. Open System Settings, Privacy & Security, Accessibility, then turn on AnyDesk. Do the same for Screen Recording.
I cannot find my number to give.
Your number is shown in the main AnyDesk window under "This Desk". If you do not see it, call us at 1 (888) 711-9428.
Can I connect from a phone or tablet?
Phone and tablet support works differently. Call us at 1 (888) 711-9428 and we will tell you the best method.
What if the Internet drops during the session?
Restore the connection, reopen AnyDesk and send your number to the technician again. The session picks up where it stopped.