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Expert Services

I accepted a Remote Support session from the Expert. What does this mean and how do I get started?

Now that you've accepted a Remote Support session from the Expert, review the helpful tips below to make sure you get the most out of your session.

  1. Look for a link shared by your Expert to begin the session. Just click the link to get started. If you have any trouble, reply to the Expert to let them know.
  2. If you're still waiting to get a link from your Expert, reply and remind them you're standing by. If you don't hear back in a timely manner, you can contact our Customer Care team by clicking on the Email, Chat or Phone links to the left of this page.
  3. Remember, all Remote Support sessions are secure and private. Our Experts access your computer over the internet and fix your problem while you watch. Once the session is over, the Expert no longer has access to your device.

We hope your session is a success and that we can help answer more questions for you in the future.

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I accepted a phone call from the Expert. How do I get started?

Now that you've accepted a phone call, review the helpful tips below to make sure you get the most out of your call.

  1. Provide the Expert with your phone number so they can call you. Look for the private message box to share your phone number.
  2. Look for a response from the Expert to see when they're available. Most of the time you'll receive a call within minutes. If you haven't received a call yet, send a reply to your Expert letting them know you're ready.
  3. If the current Expert helping you says they are not available to call you, no need to worry. We'll find another Expert to call you, usually in 60 minutes or less.

We hope your call is a success and that we can help answer more questions for you in the future.

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I received a premium service offer. What does this mean and how does it work?

Sometimes an online answer is just not enough. As such, you can receive additional help from the Experts on JustAnswer. Your current Expert can help you achieve a more complete solution with a variety of services such as but not limited to a live phone call, live video call, document preparation and more!

Premium services are additional services outside of JustAnswer's standard question-and-answer platform. They may be conducted off the website (either by phone, chat, email, remote desktop or any other third-party tool) but remain for general informational services only.

To accept the premium service your Expert offered you, simply click the accept button. 

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The payment for my Premium Service offer failed. What should I do?

If your payment for a Premium Service Offer has failed and you'd like to continue getting help, please contact your payment institution to determine if any of the following have occurred: 

  1. The payment institution has put a security hold on the card.
  2. The account has insufficient funds.
  3. The credit card has expired.

Once the issue with your payment institution has been resolved, contact our Customer Care team by clicking Email, Phone or Chat to the right of the page and we'll help connect you with the Expert.

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Why is there an additional charge for an Premium Service?

Premium Services are outside of JustAnswer's standard question-and-answer platform. As such, the Experts can offer you services outside of an online question-an-answer such as a live phone call or document preparation. Because Premium Services are conducted off the website and require more than an online question-and-answer, the additional charge is compensated to the Expert for their additional time helping you.

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