How can we help?

Start on the Remote Assist page. Pick a plan (the first 14 days are free), then install PixelPup on the computer. For a quick one-time fix, open PixelPup from the Start menu afterwards and read the 9-digit ID and password in the window to your technician.

Two steps, each on a different computer:

1. On your work computer: run Set My Password. It makes a password only you know and shows it once. Write it down or keep it in a password manager. PixelPup never sees it.
2. On your home computer: run Home Computer Setup. When it finishes, open PixelPup and sign in with your PixelPup account. Your work computers appear in the list; click one and enter the password from step 1.

More on this on the Remote Assist page.

Use the setup script to point an existing RustDesk install at PixelPup.

If a computer shows online but connecting to it fails, its network is usually letting it check in but blocking the connection ports. This is common on office networks. The connection help page shows how to test for it and what to ask the network’s IT contact to allow (outbound only, nothing inbound).

Do not turn on Use WebSocket in the app’s network settings; the app will sit at “Connecting” if you do.

Work through these in order; the first two solve most cases.

1. Is the computer on and awake? A sleeping laptop, a closed lid, or a machine that is “off” but has a lit power light all show as offline. Press a key, open the lid, or press the power button once, then give it two minutes.
2. Does it have internet? Open any web page on that computer. If nothing loads, restart the router (unplug it for 30 seconds) and wait two minutes. Wi-Fi that says “connected, no internet” counts as no internet.
3. Restart the computer. A full restart, not “shut down”. With Fast Startup, shutting down does not truly restart Windows.
4. Still offline? Tell us. Send us the computer name. If we already support this computer, we can send you a direct link to a small repair tool, or reach it remotely once it is back in touch.

Two “offline” meanings. The PixelPup app reports on the remote-support connection, not on your internet. A computer can browse the web fine and still show offline to us; a repair tool we send you fixes that.

See connection help. It is usually the network the remote computer is on, not the computer.

Send us that text, or a photo of it. It is written for us, not for you, and tells us exactly what happened. See Contact us.

The support agent is a small background service that keeps one outgoing connection to our server at pixelpup.net, the same way your email or chat app stays connected. It is what lets us help you without asking you to read out codes first.

You will see a small tray icon when it is installed. When we connect to your screen it is visible on the screen, and we do not connect without letting you know first. To install it on another computer, use pixelpup.net/agent.

Windows can warn about files downloaded from a website it has not seen much. The agent page explains what you will see and what to do; a repair tool support sends you directly will show the same warning, and the same steps apply.

Ask us. It takes a couple of minutes and we will confirm when it is done. See Contact us.

• Paid hosted service: Remote Assist, where a PixelPup technician helps on your computer. Try it free for 14 days, then $5 a month (Prosumer: 1 login, up to 5 computers) or $15 a month (Organization: 3 logins, up to 20 computers). Sentinel Hub is hosted by us, so you buy access rather than download it. It has a free live preview on sentinelhub.trade and paid plans from $29 a month: Pro is $29 a month (24 markets, 7 days of history), Premium is $79 a month (every market, 30 days of history). The Remote Assist and Sentinel Hub sections on the home page each have a short captioned video and the ways in: try, buy, or sign in.
• Free to download, or hosted for a fee: the support agent installer, and AgentHub, an AI crew you direct. It runs three ways: we host it on our own servers (paid: $39 a month, bought by card on the hosted AgentHub buy page), you host it and your own agent sets it up, or an easy install where your agent walks you through it. For the two free ways, download the package from the AgentHub download page, which always has the newest release, its size and its checksum. A short captioned video on that page shows it end to end.
• Free and open source, planned: DegenTrade is planned as self-hosted open source. It is not released yet, so there is nothing to download.
• No price yet: Files is invite only, and Me+ is not released.

Nothing here is charged without you starting a plan. The terms have the full wording on payment and cancelling.

• Prosumer: $5 a month, one login and up to five computers. Organization: $15 a month, three logins and up to twenty computers.
• Plans are billed monthly through Stripe. The first 14 days are free: nothing is charged on the day you start, but Stripe asks for a card. Unless you cancel before the fourteen days are up, billing begins.
• If a payment fails, we leave your access alone for a short while so you can fix the card.

This is a summary. The terms are the full wording.

• You can cancel at any time. Cancelling stops the next payment. Your plan keeps running to the end of the period you have already paid for, then your logins switch off.
• You cancel on the billing page Stripe runs for us. There is a link to it in your console account and in the message you get straight after checkout. If that page cannot find your subscription, the email on your console login is probably not the one you paid with; write to us and we will sort it.
• We do not normally refund the unused part of a period you have already paid for. If something has genuinely gone wrong, write to support@pixelpup.net and tell us what happened. If we do refund a payment, the plan ends at that point.

• Sign in to the PixelPup console. Keep your password to yourself, and turn on a passkey or an authenticator app if you can.
• An organisation owner can invite team members by email, and is responsible for who they invite. When a plan changes, logins over the new limit are switched off.
• Tell us if you think somebody else has got into your account.

• The support tools send us technical health information only: computer name, Windows version, whether the support connection works, disk and update status, and the results of repairs. They never send your documents, browsing, email or passwords.
• We connect to your screen only to help you, and the connection is visible on the screen while it is active. Every remote session is recorded in our logs with the date, time and technician.
• Everything travels encrypted to pixelpup.net, a server PixelPup runs itself. Nothing is sold or shared with third parties.
• If you want the support tools removed from a computer, ask us.
• This website sets no cookies. Your choice of light or dark theme is remembered in your browser only. The web server keeps an access log: the time, the address your request came from, which page you asked for and what your browser says about itself.

The full privacy notice covers this in detail, including the console, PixelPup Files and how to ask for a copy or a deletion. Our terms are there too.

Contact PixelPup the way you normally do: phone, text or email support@pixelpup.net. It helps a lot if you tell us three things:

1. Which computer: the name on the sticker, or the name shown in the PixelPup app.
2. What you were doing when it went wrong, and what you saw. A photo of the screen is perfect.
3. Whether the computer is on and connected to the internet right now. If it is, we can usually fix it remotely while you get on with your day.

If a PixelPup tool showed a black window with text in it, send us that text or a photo of it.

Something urgent or suspicious? See the scam warning.