Frequently Asked Questions

Absolutely. We use 256-bit AES-encrypted remote access software (the same standard used by online banks). You see every click and command in real time on your screen, and you can disconnect the session instantly with one click. We never access your computer without your explicit permission, and we never store your data after the session ends.

Message us on WhatsApp at +86 139 2598 6399 with your problem. We send you a link to download a small, lightweight remote access tool (under 5MB). You run it, give us a one-time session code, and we connect — the entire setup takes under 2 minutes. From there, our technician diagnoses and fixes your issue live on your screen while you watch. You control the session and can end it any time.

You pay nothing. Our no-fix, no-charge guarantee is absolute — no diagnostic fees, no partial charges, no fine print. If we can't resolve the specific issue you described, the session is on us. If we determine it's hardware that needs local repair, we tell you exactly what's failing and what to replace, so you can make an informed decision without being upsold.

Most issues are resolved in under 30 minutes. Software fixes like virus removal, browser cleanup, and driver problems average 20-40 minutes. More complex jobs like data recovery, BSOD diagnosis with multiple crash dumps, or full Windows reinstallation can take 1-2 hours. We give you a realistic time estimate before starting and keep you updated throughout.

We primarily support Windows 10 and Windows 11 (also Windows 7 for legacy systems). For macOS issues we can help with common problems — slow performance, network issues, browser cleanup, and software conflicts. We don't do macOS hardware repair or deep system-level macOS work. If unsure, message us first and we'll tell you upfront whether we can help.

Yes — we serve customers worldwide. Because our work is entirely remote, geography doesn't limit who we can help. Our customer base spans the continental United States, Canada, the UK, Australia, and most of Europe. Anywhere you have a stable internet connection, we can connect to your computer.

Payment options are confirmed at the end of each session — we only collect payment after the issue is resolved (or not at all, if we couldn't fix it). Currently the fastest way to pay is via WhatsApp, where we send you a secure payment link. We accept all major credit cards and major digital wallets. Payment for Windows activation keys is collected before delivery.

Yes — a small, secure remote access tool (about 4-5MB). One click to run, no account needed, and you can uninstall it the moment the session ends. We use industry-standard tools that don't leave any background services or scheduled tasks behind. If you're not comfortable installing software, we can sometimes guide you through manual fixes via screen-share without our tool.

Only what's on your screen. We see your desktop and whatever windows you have open, exactly as you do. We never see saved passwords, browser auto-fills, or files that aren't opened. For sensitive work (banking, password manager), we recommend closing those windows before starting the session. You can also pause screen-share at any point — we instruct you on how during setup.

WhatsApp messages: typically under 5 minutes during all hours (24/7 coverage). Email (support@rebootdoctor.com): within 1 hour during US business hours, within 4 hours overnight. We don't use chatbots or auto-responders for initial contact — every first reply is from a real technician.