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Connect to your Support Provider using a PIN code

This article gives guidance to Rescue technicians.

The PIN Code connection method is commonly used when you have already contacted your support provider and have spoken to (or are speaking with) a technician.

Note: It's helpful to understand the customer's experience during a Calling Card session. "You" in this article refers to the customer receiving support from a technician. LogMeIn Rescue technicians can also use this article to learn more about the customer experience.

If you are unable to resolve your issue over the phone, the technician may give you a 6-digit PIN code which you will use to start a computer-to-computer session with the technician.

  1. On the Calling Card user interface, click the Connection menu and select Connect Using PIN code.

    Result: The PIN Code entry form is displayed on the Calling Card interface.

  2. In the PIN box, enter the PIN Code communicated by the technician.

    Result: The Connect button is activated.

  3. Click the Connect button.

    Result: A connection is made to your support provider. The initial status of the session is Waiting for Technician, which means that your request will soon be picked up (activated) by a technician at your support provider. At this stage, you are not able to communicate with anyone unless you have made contact by telephone or otherwise.

  4. Wait for the technician to activate the session.

    Result: You will be notified that your status is Connected to Technician.

Article last updated: 27 September, 2022