Help
Frequently asked questions
Quick answers about account access, tickets, remote sessions, wallet balance and the daily use of the Remotiam support portal.
1. What is Remotiam and what can I use it for?
Remotiam is a remote technical support portal. You can open tickets, chat with the support team, receive support calls, allow remote access when you decide to, and track sessions, costs and invoices.
2. How do I start using the service?
Create your account, verify your email, configure your Remotiam ID in your profile, top up your wallet and open your first ticket.
3. Is chat enabled as soon as I open a ticket?
Yes. Each ticket includes direct chat with support so you can provide context, receive updates and continue the same thread until resolution.
4. Can support call me from my ticket?
Yes. A technician or admin can start a support call linked to the ticket. You will see the incoming call in your client panel and decide whether to answer.
5. If I do not accept remote access, is the connection started?
No. Remote support only starts when you explicitly accept the connection request.
6. How does prepaid wallet balance work?
You top up balance in advance and support sessions consume that balance according to the applicable pricing rules. The available balance is always visible in your client panel.
7. Can I see session cost in real time?
Yes. You can review your sessions and associated costs from the Sessions area.
8. What happens if balance is insufficient during support?
The service may be paused or stopped until you top up. The ticket remains available so support can continue after recharge.
9. Can I reopen a closed ticket?
Yes. Tickets closed in pending status can be reopened within the configured 24-hour window.
10. Can I upload screenshots when creating a ticket?
Yes. You can attach screenshots to help support understand the issue faster.
11. How are invoices generated?
Invoices are generated periodically and can be downloaded from the Invoices section in your client panel.
12. Is remaining prepaid balance refunded?
No. Unused balance remains in your internal wallet and can be applied to future support sessions, according to the service terms.