Help & Support Centre
How can we help you?
Complete guides for customers, experts, and business accounts. Find step-by-step instructions for every feature.
Getting Started
TouchToFix connects you with verified technology experts in minutes. Start with AI self-service, escalate to a live expert, or let them take remote control of your PC — all from one app.
Customer App
Get tech support, use AI diagnosis, chat with experts, allow remote desktop access. Available on iOS, Android, and any web browser.
Expert App
Accept support tickets, chat with customers, run remote sessions, and earn per session completed. Apply to become a verified expert.
Download the App
TouchToFix is available on multiple platforms. No download required to use the web version.
Login & Account Setup
1
Open the App
Go to app.touchtofix.com (customer) or expert.touchtofix.com (expert) in your browser, or download from the app store.
2
Enter Your Phone Number
Select your country code from the dropdown (e.g. 🇲🇾 +60), then type your phone number. Tap Send OTP.
3
Enter the 6-Digit OTP
You'll receive an SMS with a 6-digit code. Enter it on the OTP screen. The code expires in 5 minutes.
4
You're In!
You're automatically logged in and taken to the Home screen. Your session stays active — no need to log in again on the same device.
No password required
TouchToFix uses phone OTP authentication — no passwords to remember. Your login is tied to your phone number.
AI Self-Service Diagnosis
The AI Diagnosis tool uses advanced multimodal AI to analyse your tech problem and give you step-by-step fix instructions — instantly, for free. No waiting for an expert.
How to Use AI Diagnosis
1
Tap the AI icon on the Home screen
Look for the robot icon 🤖 or "AI Diagnosis" button on your home screen. Tap it to open the diagnosis tool.
2
Describe your problem
Type a description of the issue — be as specific as possible. For example: "My Windows 11 laptop keeps showing a blue screen after waking from sleep. Error code: MEMORY_MANAGEMENT"
3
Attach a screenshot (optional but recommended)
Tap the image icon to attach a screenshot of the error. The AI can read error codes, pop-up messages, and system dialogs directly from images.
4
Tap "Diagnose"
The AI processes your request (typically 5–15 seconds). Results appear as a numbered list of troubleshooting steps tailored to your specific issue.
5
Follow the steps — or escalate to an expert
Work through the AI's suggestions. If the issue persists, tap "Get Expert Help" to create a ticket with your AI diagnosis already attached for the expert's reference.
Tips for better AI results
Include your operating system (Windows 10/11, macOS Ventura, Ubuntu 22.04) and when the problem started. Screenshot error messages rather than retyping them — the AI reads them more accurately. The more context you give, the more precise the fix steps.
What AI Diagnosis Can Help With
Windows & macOS Issues
Blue screens, slow performance, software crashes, driver errors, update problems, boot failures.
Network & WiFi
Connection drops, DNS errors, VPN issues, slow speeds, router problems, firewall conflicts.
Security & Malware
Virus symptoms, suspicious processes, browser hijacks, account security, password reset guidance.
Mobile Device Issues
App crashes, storage full, battery drain, Bluetooth pairing, app permissions, OS updates.
Requesting an Expert
When AI can't solve your problem, create a support ticket to get matched with a verified human expert in your category.
1
Tap "Get Expert Help" or "New Ticket"
From the home screen or after an AI diagnosis, tap the button to create a new support request.
2
Fill in ticket details
Enter a title and description. Select your operating system (Windows, macOS, Linux, Android, iOS, Other). Choose a priority level.
3
Submit — you'll be matched automatically
The system finds an available expert matching your issue. You'll receive a notification when an expert accepts your ticket (typically under 5 minutes).
4
Chat begins
Once matched, a live chat session opens automatically. The expert can see your ticket description. Start chatting to describe your issue further.
Priority Levels
Urgent
Response guaranteed within 2 hours. System down, data loss risk, security breach.
High
Response within 4 hours. Significant impairment to work.
Medium
Response within 8 hours. Partial issue, workaround available.
Low
Response within 24 hours. Minor issues, non-blocking requests.
Live Chat with Your Expert
The chat screen is your main communication channel during a support session. It supports text, images, files, and special action cards for remote sessions.
Chat Features
- Text messages — Type and send in real time. Messages are delivered instantly via WebSocket.
- Image sharing — Tap the image icon to share a screenshot or photo of the problem.
- File sharing — Share log files, error reports, or documents directly in chat.
- Remote control card — When the expert requests remote access, a special setup card appears automatically (see Remote Control section below).
- Session controls — Buttons to start a remote session, transfer to desktop, and end the session appear in the chat header.
Keep notifications on
Allow push notifications so you're alerted when the expert sends a message or requests action — even if the app is in the background.
Desktop Transfer — Move Session to PC
Started your support session on your phone? Transfer it to your PC with a single QR scan — no re-login required. Your session, chat history, and ticket context all carry over.
Transfer Your Session (Customer)
1
Tap "Continue on Desktop" in the app
Find this button on the Remote Session screen or in the chat options menu. A QR code appears with a countdown timer (5 minutes).
2
On your PC — scan the QR or open the link
Either: scan the QR with your PC webcam using Google Lens or Windows Camera, OR copy the link shown below the QR and paste it in your PC browser.
3
OTP verification (if prompted)
If the page prompts for an OTP, enter the 6-digit code shown on your phone app. This is the same number shown in the countdown timer.
4
You're logged in on your PC
The PC browser is now logged into your TouchToFix account. Your chat and session continue seamlessly. You can now share your PC screen or set up TTFDesk remote control.
QR expires in 5 minutes
The transfer QR code automatically expires after 5 minutes for security. If it expires, tap "Continue on Desktop" again to generate a new one. The OTP shown in the countdown shows how much time remains.
TTFDesk Remote Control — Customer Guide
TTFDesk gives your expert full keyboard and mouse control of your PC to fix your problem directly. This is the most powerful support method — like having an expert sitting at your keyboard.
What is TTFDesk?
TTFDesk is TouchToFix's remote desktop application. It needs to be installed on your PC (Windows, macOS, or Linux). The expert initiates the connection — you just follow the setup steps shown in the chat.
When the Expert Requests Remote Control
When your expert taps "Request Remote Control (TTFDesk)", you'll see a special card appear in your chat. Follow these 5 steps:
1
Download TTFDesk for your PC
Tap the download link in the card, or go to touchtofix.com/ttfdesk. Download and install for Windows, macOS, or Linux. It's free and takes about 2 minutes.
2
Set the ID Server
Open TTFDesk. Go to Settings → Network → ID Server. Enter: api.touchtofix.com. Click OK and restart TTFDesk.
3
Set your Custom Permanent ID
In TTFDesk, go to Settings → Account → Set Custom Permanent ID. Enter exactly the ID shown in the chat card (e.g. 60123456789-0001). This only needs to be done once.
4
Set the Session Password
In TTFDesk, click the three-dot menu or Settings → Security → Set One-time Password. Enter the OTP code shown in the chat card. The expert will use this to connect.
5
Tell the expert you're ready
Send a message in chat: "Ready!" or tap "Mark as Ready" if shown. The expert will now connect using your ID and password. You'll see a notification when they connect — click Accept.
You're always in control
You can see everything the expert is doing on your screen in real time. To stop the session at any time, close TTFDesk or click "Disconnect" — the expert is immediately disconnected.
TTFDesk ID — What is it?
Your TTFDesk ID is automatically generated from your phone number and session number — so your expert always knows which ID to connect to. You don't need to find or share it manually. It looks like: 60123456789-0001
Become a Verified Expert
Earn money helping people fix their tech problems. Set your own schedule, rates, and specialisations.
1
Download the Expert App
Go to expert.touchtofix.com or download from the app store. This is a separate app from the customer app.
2
Sign up with your phone number
Enter your phone number and complete OTP verification. You'll be redirected to the expert registration form.
3
Complete your expert profile
Fill in your name, specialisations (Networking, Security, Hardware, Software, Mobile, etc.), years of experience, and set your hourly rate.
4
Wait for approval
The TouchToFix team reviews your profile within 2–3 business days. You'll receive a push notification and email when approved (or if more information is needed).
5
Start accepting tickets
Once approved, set your status to Online. Tickets matching your specialisations appear in your queue. Accept the ones you can help with.
Accepting and Managing Tickets
1
Set yourself as Online
Tap your profile icon and toggle "Online" status. You'll only receive ticket notifications when online.
2
Review tickets in your queue
Tap the Tickets icon to see open requests. Each ticket shows: title, description, priority level, customer's OS, and time since submission.
3
Accept a ticket
Tap "Accept" on a ticket you can help with. A chat session opens automatically. The customer is notified immediately.
4
Resolve and close
Once the issue is fixed, tap "Mark Resolved" in the chat. Update the ticket status to RESOLVED. The session is billed and your earnings are calculated.
Remote Sessions — Expert Guide
As an expert, you have two remote access methods: Screen Share (FixMe) for viewing the customer's screen, and TTFDesk for full keyboard/mouse control.
Starting a Remote Session
1
Tap "Remote" in the navigation
From the home screen or chat, tap the Remote Control icon. This opens the Remote Control screen.
2
Create a Session
Tap "Create Session" — this registers a new remote session linked to the current ticket. The session ID is generated automatically.
3
Choose: Screen Share or TTFDesk
For screen viewing only → use Create Transfer Token then Open FixMe. For full keyboard/mouse control → use Request Remote Control (TTFDesk).
Transfer to Your PC (Expert)
To use TTFDesk from your PC (required for remote control):
1
Tap "Go to Desktop" in the Remote Control screen
This generates a QR code specific to your expert account.
2
Scan on your PC or open the link
Use your PC browser to open expert.touchtofix.com and scan the QR or open the link. You'll be auto-logged in.
3
Continue the session from PC
From your PC browser, click "Request Remote Control (TTFDesk)" to get the customer's ID and OTP, then connect from TTFDesk on your PC.
TTFDesk — Expert Connection Guide
Once the customer has set up TTFDesk with their ID and password, you connect from your PC to take full remote control.
1
Download TTFDesk on your PC
Go to touchtofix.com/ttfdesk and download TTFDesk for your PC operating system.
2
Configure the ID Server
Open TTFDesk → Settings → Network → ID Server. Set: api.touchtofix.com. Restart TTFDesk. This is a one-time setup.
3
Get the customer's ID and password
In the expert app, tap "Request Remote Control (TTFDesk)". The customer's TTFDesk ID and a one-time password appear automatically — no manual exchange needed.
4
Enter the ID in TTFDesk
In the "Remote Desktop" field in TTFDesk, type the customer's ID (e.g. 60123456789-0001). Click Connect.
5
Enter the OTP password
When prompted for a password, enter the 6-digit OTP shown in the app. You now have full keyboard and mouse control of the customer's PC.
Customer ID is pre-assigned
The customer's TTFDesk ID is automatically derived from their phone number + session count. You never need to ask them to find or share their ID — it's always shown in the app for you.
Billing & Payments
How Billing Works
- You pay only for the actual time your expert spends helping you
- Sessions are billed in 15-minute slabs — any partial slab is rounded up
- Each expert sets their own hourly rate (visible before you start)
- Example: 45-minute session at ₹150/15min = ₹450 total
- No subscription required — pay only when you use the service
Expert Earnings
- Experts earn 80% of the session amount
- TouchToFix retains a 20% platform fee
- Earnings are credited to your in-app wallet after session closure
- Withdrawal to bank account via the Profile → Payments screen
Business (B2B) Billing
- All company sessions consolidated to a single monthly invoice
- Volume discounts available based on session volume
- Per-team or per-department breakdowns available in the admin dashboard
- Custom SLA agreements available — contact sales for details
Business enquiries
For enterprise accounts, custom SLAs, or volume pricing, contact our sales team at sales@touchtofix.com
Frequently Asked Questions
Is TTFDesk safe? Can the expert access my PC without my permission?▼
No. The expert can only connect to your PC when you have set up TTFDesk with the password from the chat card. Every session requires a new one-time password (OTP) — if you don't provide it, no one can connect. You can disconnect at any time by closing TTFDesk or clicking "Disconnect". All connections go through our self-hosted server infrastructure, not third-party services.
What's the difference between screen sharing (FixMe) and TTFDesk remote control?▼
Screen sharing (FixMe Portal) lets the expert SEE your screen only — they cannot control your mouse or keyboard. They can annotate your screen with a cursor pointer to guide you. TTFDesk remote control gives the expert FULL keyboard and mouse control — they can click, type, and operate your PC directly to fix problems hands-on. Use screen sharing for guidance; use TTFDesk when you want the expert to fix it for you.
Do I need to install anything for screen sharing?▼
No — the FixMe Portal works entirely in your browser (Chrome, Firefox, Edge, or Safari). No plugins or extensions required. For TTFDesk remote control, you do need to download and install the TTFDesk app on your PC (it's free and takes about 2 minutes).
How long does it take to get matched with an expert?▼
On average, customers are matched with an expert in under 5 minutes. For Urgent priority tickets, response is guaranteed within 2 hours. During peak hours or for highly specialised requests, it may take slightly longer. The AI diagnosis tool provides instant results at any time — no waiting.
Can I see the expert's hourly rate before starting a session?▼
Yes — each expert's rate is displayed on their profile and in the ticket match notification before any session begins. You can decline and request a different expert if the rate doesn't suit you. For business accounts, custom rates are negotiated upfront in your SLA agreement.
What if the expert doesn't fix my problem?▼
If you're not satisfied with a session, you can raise a dispute from the session history screen. The support team reviews all disputes within 24 hours. If the expert failed to make a reasonable attempt, a full or partial refund may be issued at the admin's discretion.
Is the AI diagnosis free?▼
Yes — the AI diagnosis tool is completely free for all users, with no usage limits. It runs on our self-hosted AI infrastructure and does not send your data to third-party AI providers.
How do I become an expert? What are the requirements?▼
Download the Expert app and complete the registration form. You'll need to provide: your specialisations (Networking, Security, Hardware, Software, Mobile, etc.), evidence of qualifications or experience, and your preferred hourly rate. The TouchToFix team reviews applications within 2–3 business days. There are no strict certification requirements — practical expertise and a strong application are sufficient for most categories.
Can I use TouchToFix on a company account for my whole team?▼
Yes — our B2B plan lets you onboard your IT team directly onto TouchToFix. Employees see a private "Company IT" tab with your internal experts. You get a company admin dashboard, SLA monitoring, central billing, and team management. Contact sales@touchtofix.com to set up a company account.
Contact Support
Can't find your answer above? Our support team is available Monday–Friday, 9am–6pm (MYT). For urgent technical issues, use the in-app chat for fastest response.
In-App Chat
Fastest way to reach support. Open a ticket in the app for real-time assistance.
Email Support
For account issues, billing disputes, and non-urgent enquiries.
Business Sales
Enterprise plans, B2B onboarding, custom SLA pricing, and partnerships.
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