If you need help with something outside the app, such as your bank’s website or HMRC’s, a person from Aiden can see your phone screen and guide you by voice. They only see: they cannot tap or type anything, and nothing is recorded, neither the picture nor the voice.
How to start
- Open Support in the app (where it is) and tap Share your screen with support
- In Get ready for the call you will see the Support hours. Tap Start sharing
- In Before you start read the terms and tap Accept and start
- Allow the microphone if you want to talk. Without it the agent won’t hear you, but you will hear them
- On iPhone, choose Aiden in the system window and tap “Start Broadcast”. On Android, choose “Entire screen”
- While you see Waiting for an agent…, Your code appears: 4 digits you read to the agent so they know it is you
The agent can also suggest it: you will see that they would like to see your screen to help you, with Accept and Not now.
While you share
- A bar at the top reminds you that you are sharing. You can leave Aiden: the agent keeps seeing what you do in other apps and websites
- In Aiden Startup, the most sensitive things, such as your Companies House codes, are covered with Hidden while you share your screen
- Banking apps usually show up black: that is normal. If so, use the bank’s website
- To finish, tap Stop or the bar at the top. Afterwards you can rate the help
⚠️ Important: apart from the 4 digits of your code, we will never ask for passwords or codes. Do not say them out loud.
If you see We are outside support hours right now, tap Message us in the chat. If it can’t connect, it is usually the network: try another Wi-Fi. You can also email us at support@aiden.es.