FAQs

  • 1. How do I get tech support from Assist by AOL?

    We’re available every day from 8am-1am EST. After you purchase an Assist by AOL plan, you’ll be given a dedicated toll-free number. If you forget the phone number, just sign-in to the website and we will show you the number. 

  • 2. How much does Assist by AOL cost?

    There are monthly and one-time plans to choose from. Both come with a risk-free guarantee.*


    * If our experts are unable to resolve your first technical issue, presented within 30 days of initial purchase, you may request a full refund of any charges you have paid and the early termination fee will be waived.

  • 3. What types of devices does Assist by AOL support?

    You name it, we can help! We have a ‘secret lab’ that’s stuffed with as many versions of software, gadgets and consumer products as we can get our hands on. We learn the ins and outs of all of it.
     
    Our tech experts know all about Windows PCs; Apple computers running Mac OS 10.6 and above; and any brand of smartphone (iPhone, Samsung, HTC), tablet (iPad, Kindle, Surface), or smart TV. We can also help with printers, scanners, digital cameras, gaming consoles, like Xbox and PlayStation, and streaming devices like Roku and Amazon Fire.

  • 4. What are some of the computer operating systems, Mail/Calendar & Contacts software, and browsers that Assist by AOL supports?

    We support most systems and software. Just a few are listed below. If you don’t see what you’re looking for here, give us a call anyway to see if we can help.

    *Windows/PC: XP, Vista, 7, 8

    *Mac: Mac OS 10.6 and above

    *Mail and Contacts/Calendar: Microsoft Outlook, Outlook Express, Windows Mail, Entourage, Mac Mail

    *Browsers: Internet Explorer 5.5 or later, Firefox 2 or later, Chrome and Safari 5 or later

  • 5. Which iOS devices does Assist by AOL support?

    We support most iPod® touch, iPhones® and iPads™.
  • 6. What types of issues can Assist by AOL help with?

    We’ve seen it all. If it involves technology, we can probably help fix it. Got a new device? We can even help you learn how to use it.
     
    We are really good at removing viruses, speeding up computers, installing updates and troubleshooting wireless networks.
     
    Still not sure if we can help? Call now and ask.

  • 7. Do I need to be connected to the internet?

    In order to receive remote computer service, yes, you'll need to be connected to the internet. However, if your internet connection is the reason you contacted us, we can help over the phone.
  • 8. Do I need to leave my home for service?

    With Assist by AOL, there is no need to lug your device to a store for service. Just sit back and let us do the work. We’ll securely log in to your computer and you can watch us solve the problem, right on your screen. But you don’t need to stay on the line with our tech experts. Heck, you don’t even need to stay home. Go see a movie and we’ll leave you a note on your desktop or call you back when we’re done.
  • 9. How does the Assist by AOL secure login work?

    Our tech expert will ask you to open a browser and direct you to our secure site. Once the site opens, we’ll give you a unique session key that connects your computer to theirs. At that point, you’ll be prompted to give control to our tech expert. Voila, you’re done. We can work independently from that point on.
  • 10. Is the Assist by AOL secure login safe?

    Yes, don’t worry! Assist by AOL tech experts use a secure, remote connection to log in to your computer and fix your problem.
  • 11. How many times can I contact Assist by AOL with issues?

    If you are on a recurring monthly, you can call us as many times as you need to resolve your tech issues. Your plan covers all the computers and devices in your home.
  • 12. How soon after my purchase can I start using Assist by AOL?

    Immediately. Simply call us after you purchase Assist by AOL. Our tech experts are standing by ready to help.
  • 13. What happens if Assist by AOL can’t fix my technical issue?

    Don’t worry. We have a risk-free guarantee. If we can't fix your technical issue within 30 days of your initial purchase, you will receive a full refund of any charges you have paid.

  • 14. How do I cancel or update my account?

    You can manage your account any time at myaccount.aol.com.
  • 15. Where can I learn more about Assist Device Repair and Replace?

    For questions relating to Assist Device Repair and Replace, please click here.
  • 16. Where can I view the Assist Terms and Conditions?

    To see Assist by AOL's terms of service, please click here.


     

    Last updated on 12/28/2015