How to Set Up Remote Access to Help a Parent’s Device

Trying to talk a parent through a fix over the phone can be slow going. You say “tap the blue button”, they tap something else, and ten minutes later you are both a little frustrated. Being able to see their screen, or take the wheel for a moment, makes the whole thing far easier, even from the other end of the country.

The good news is that the tools for this are mostly free and already built into the phone or computer. This guide shows the gentlest way to do it on each kind of device, with one important safety point first, because the very same tools are the ones scammers try to misuse. It is one piece of the wider job of helping a parent go online.

A word on safety first

Remote access is genuinely useful, and it is also the exact trick used in tech support scams. A scammer phones or pops up a warning, claims to be from Microsoft, Apple, the bank or the internet company, and tries to talk the person into installing a remote tool so they can “fix” a problem. Once in, they go after money and passwords.

So the rule for your parent is simple and worth saying out loud together: only ever allow remote access to a person they already know and trust, and only when they started the conversation. No real company will ring out of the blue and ask to take over the computer. If anyone does, the answer is to hang up. Our scam safety checklist for older parents is a good thing to go through alongside this.

On an iPhone or iPad, use FaceTime

This is the easiest option for most families, because it works inside a normal video call and your parent stays in control. You see their screen and guide them, which is also the best way for them to learn.

1. Start a FaceTime call with your parent.
2. Ask them to tap the screen, then tap the SharePlay or share icon, and choose Share My Screen.
3. Their screen now appears on your phone, so you can see exactly what they see and talk them through each tap.
4. On newer iPhones and iPads you can ask to take control for a moment. They get a clear prompt and must tap Allow first, so nothing happens without their say-so.

On a Windows computer, use Quick Assist

Quick Assist is Microsoft’s own free tool, built into Windows. It lets you see and, with permission, control your parent’s computer to sort something out.

1. On both computers, click Start and type Quick Assist, then open it. If it is not there, it is a free download from the Microsoft Store.
2. On your computer, choose Help someone. Quick Assist gives you a security code.
3. Read the code to your parent over the phone. They type it in and choose to share.
4. You can now see their screen. To move things yourself, ask them to approve the request to take control. The session ends the moment either of you closes it.

For full control of any computer, use Chrome Remote Desktop

If you want to properly fix a computer, Windows or Mac, Chrome Remote Desktop is a reliable free option from Google. It takes a little setting up on your parent’s computer the first time, ideally while you are there or on a call, but after that it is quick to connect.

1. On your parent’s computer, open the Chrome web browser and go to the Chrome Remote Desktop page, then follow the prompts to set up remote support.
2. When they want help, they open that page and generate a one-off code, then read it to you.
3. You enter the code on your own computer and they approve the connection.
4. A code is needed every single time, so no one can connect without them being there and agreeing.

On an Android phone, the simplest approach is a Google Meet video call where your parent shares their screen, much like FaceTime on an iPhone. You can see what is happening and guide them through it.

Set it up before you need it

The time to sort this out is on a calm day, not in the middle of a problem. Walk through it once together so your parent has done it before, and they will be far less flustered when something actually goes wrong. While you are at it, it is a good moment to tidy the device and make it easier to use day to day. Our guide on making technology less overwhelming for a parent covers that, and if the computer itself feels slow or cluttered, making a Windows laptop easier is a good next read.