General
Q: Will I have one password for all users, or does each person get their own?
A: Each user gets their own individual password.
Q: Who sets the new password, me or you?
A: We generate it and deliver it to you via a secure 1Password link.
Q: Can I change my password myself later?
A: Not directly. Contact our support team and we’ll generate a new one for you at any time.
Q: How long will the new password last?
A: It doesn’t expire. We’ll be introducing a regular rotation schedule in future, and will give you advance notice before that starts.
Q: Will anything change without warning?
A: No. Nothing happens until a date and time is agreed with you, and we’ve confirmed we have the right person on your account to coordinate it.
Q: Can we stage the change — RDP files first, password separately?
A: Yes. If that suits your business better, let us know when booking and we’ll tailor the approach.
Q: Do I need to be fully offline during the change?
A: No. You just need to log out of your current session before we start, and log back in once we’re done. We recommend saving any open work first. The change takes around 10 minutes on our end.
Q: What about weekends?
A: We don’t offer weekend appointments by default, but if that works better for your business, let us know and we’ll see what can be arranged. Please note there may be a service charge applicable.
Setting Up Your New Connection
Q: What do I do when the email arrives?
A: Open the email and click the secure link inside it. This will open a webpage in your browser where you can access your new password. Please note the link is valid for seven days.
Q: It’s asking me to verify my email address, is that normal?
A: Yes, this is normal. Enter your email address, then check your inbox for a short verification code and enter that too. It’s just a quick security check to confirm it’s you.
Q: My browser is warning me about the download, is it safe?
A: Yes, this is expected. Click “Keep” to allow the file to download. It’s safe, and it comes from our IT team.
Q: I already have a saved connection for this account, do I need to do anything first?
A: Yes. Before connecting, you’ll need to remove your old saved password; otherwise, your computer will keep trying to use it and the connection will fail. The step-by-step guide covers exactly how to do this.
Q: How do I avoid being asked for my password every time I connect?
A: During setup, make sure to tick “Allow me to save credentials” and “Remember me” when prompted. The step-by-step guide will show you exactly where to find these.
Q: Who do I contact if something doesn’t work?
A: Contact our support team: NZ 03 977 3645 or Australia 1800 260 686. You can also reply directly to the email you received.
Q: Who exactly is the contact, the account holder or the individual user?
A: It depends on your setup. Where we have an email address for an individual user, we’ll contact them directly. Where we don’t, or where one person manages access for a team, we’ll work through the account holder or manager, who can complete the process on behalf of their staff.
Q: What if the verification code email doesn’t arrive?
A: First, check your Junk or Spam folder. If the code still hasn’t arrived after 2 minutes, contact our support team — NZ 03 977 3645 or Australia 1800 260 686 — and we’ll help you from there.
Q: What happens if the customer misses the link’s expiry window?
A: If the link has expired, you will not be able to access your credentials. Contact our support team and we’ll generate a new one for you — NZ 03 977 3645 or Australia 1800 260 686.
Q: What if the user doesn’t have permission to edit the RDP file?
A: In most cases, you should have the access needed to complete the setup. If you run into a permissions issue, contact our support team and we’ll assist.
Q: What about staff who only ever see the RDP login screen and have no email access at all?
A: In this case, the account holder or manager can complete the setup on their behalf. Contact our support team when booking and we’ll make sure the right approach is arranged for your situation.
Q: How does this work where the office admin isn’t the person at the counter, in the workshop, or in the warehouse?
A: The account holder or manager can complete the setup on behalf of their staff. Contact us when booking and we’ll make sure the process is tailored to suit your business.
Q: What’s the process if a customer doesn’t respond to the booking request at all?
A: If we don’t hear back from you, we’ll follow up by email after one week. If we still haven’t connected, we’ll make telephone contact to find a suitable time.
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