Frequently Asked Questions

Your data privacy is our top priority. We never save or store your passwords; instead, we help you set up a private, secure, easy-to-use system so you can manage them safely. We also provide guidance on how to spot and avoid common online scams.

Not at all! As long as you have an internet connection and a device with a camera (like a tablet, smartphone, or laptop), we can connect via a simple link I send to your email. If you don't have internet service or you just prefer the phone for communicating, we’ll provide your session over the phone.

No need to worry. We will be watching the clock and letting you know when we're close to the end of the session. If we’re in the middle of a breakthrough, we can focus on providing you with a written guide for the remaining steps so you feel confident moving forward. If you'd prefer to keep working, you have two easy options: • Extend the Session: If our schedule allows, we can extend the session right then and there. • Schedule a Follow-Up: We can book a second session to finish the task at a time that works best for you. In either case, we will simply send a secure email for the additional session payment so we can stay focused on the task at hand.

No, there is no long-term contract or minimum commitment required. We believe in earning your trust every month. You are free to cancel your membership at any time through your account settings or by contacting us directly. There are never any cancellation fees or penalties.

As a Connected Life Member, you can share the gift of tech relief! Simply make a note when you go to book a session, letting us know the name and email address of the friend or neighbor you’d like to help, and we will apply one of your monthly session credits. *Important: The friend you're helping will need to respond to the email to confirm the booking.

We understand that life happens! You can cancel or reschedule any session at no cost as long as you provide at least 5 hours of notice. Because we reserve that time specifically for you, sessions canceled with less than 5 hours of notice will incur a $35 fee. *Note: We always waive the first-time fee as a courtesy!

If we diagnose your issue and determine it requires a service we don’t provide (such as a physical device hardware repair, or an internet provider outage), we will clearly provide the "next steps" you need to take with as much detail as possible. In these cases, we will apply a $25 credit toward your next session or your next month of membership. Our goal is to ensure you always feel supported, even when the solution lies elsewhere.