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Home IT Helper
Frequently Asked Questions
Clear answers for everyday people.
If you don’t see your question, contact us & we’ll reply in minutes.
Need help now? We are available 24/7
Call 1-888-797-3839 | Email help@HomeITHelper.com
Table of Contents
Getting Started
What is Home IT Helper?
Home IT Helper is a residential-only technical support service for individuals and households. Members can contact us 24/7 by phone, email, and chat. We also provide members with an essential kit of home-tech tools.
What kinds of issues can you help with?
We help with everyday home technology problems like slow computers, Wi‑Fi issues, printers, email, backups, password managers, account security concerns, and more!
Do you support Windows, Mac, and Chromebook?
Yes, we can remotely support any computer. Some included tools may vary by operating system.
Do you support iPhone and Android?
Yes, and every other phone too! Mobile support is typically focused on settings, security, backup guidance, app troubleshooting, and account recovery steps.
Is this service for businesses?
No, Home IT Helper is residential-only.
I bought a membership, now what?
To get started, call us at 1-888-797-3839 or schedule an onboarding appointment here.
How do I get support?
We are available 24/7
Call us at 1-888-797-3839 or email us at help@HomeITHelper.com & we will reply within 30 minutes. You can also schedule a call with us here.
Membership Explained
What does membership include?
Membership includes:
- Access to 24/7 Expert Technical Support
- 100GB Secure Backup Vault
- Business-Grade Antivirus
- Secure Password Manager
- Device Health & Support Tools
- Partner Deals & Discounts on hardware, software, internet and phone plans
Is support labor included with the membership?
Yes, all first-time membership purchases receive 1 free hour of support.
Does membership cover support for others in my household?
No. Membership only covers 1 person. We plan to offer plans that cover multiple people soon.
Where can I view my member status?
Go to My Account and your status will reflect under your Current Membership Plan (i.e., Month-to-Month, Quarterly, or Annual).
How do I set up the tools included with my membership?
During your onboarding call with a technician, we will help you setup your included antivirus, Keeper password manager & secure backup vault, and device health & support tools.
Support Explained
How much does support cost?
All first-time membership purchases include 1 free hour of support.
Prepaid support hours currently cost $50 per hour. Once purchased, hours never expire.
How fast will you respond?
If your membership is active and you have at least the minimum prepaid balance, we guarantee a technician response within 30 minutes.
When does the support timer start?
The timer starts only when you’re actively working with a technician. Calling, ticket creation, and waiting time do not count as billable support time.
Do support hours expire?
No, prepaid support time does not expire.
Do you offer on-site support?
Where available, yes. On-site services are quoted separately and scheduled based on location and availability.
Where do you offer on-site support?
We currently only offer on-site support in the Northern Virginia area.
How much does on-site support cost?
Please call us at 1-888-797-3839 to inquire about on-site services. Our on-site rates are dependent on the complexity of the work being done.
Billing
How much does membership cost?
Flexible payment options, choose one:
- $10 per month
- $30 per quarter (every 3 months)
- $100 annual
There are no hidden fees. Member benefits are the same across all payment options.
When will I be billed for membership?
Your membership will automatically renew at its current rate unless you don’t authorize automatic renewals.
See our Auto-Renewal Terms
When will I be billed for Support Hours?
Support hours are always purchased in advance. If you run out of pre-paid support time while we’re helping you, we will ask that you purchase more hours.
Do I have to buy support time when I sign up?
No, all new members receive 1 free hour of support included with their membership purchase.
How do I cancel?
Login & cancel from the My Account page.
Included Tools
What tools does Home IT Helper Membership include?
All members get access to the following technology tools:
- Keeper (password manager + 100GB secure backup vault)
- Antivirus (you choose from 5 business-grade options)
- Device Health & Support Tools (to enhance our support capabilities & prevent problems)
What is Keeper, and what do I get?
Keeper is the included tool for:
- a secure password manager
- your included 100GB secure backup
We’ll help you set it up and use it day-to-day.
What antivirus options do you offer?
We provide members with these antivirus options (we’ll recommend the best fit for your device and comfort level):
- Managed Windows Defender
- Webroot
- ThreatDown / Malwarebytes
- Bitdefender
- Emsisoft
After you choose, we help set it up & show you how it works.
Do I have to install the included tools?
No. All tools are optional. Opting out won’t change membership price, but it can limit what we can see and may make troubleshooting take longer.
I already have antivirus/password tools—do I have to switch?
No. If what you have is working well, we can support it. If it’s causing conflicts or isn’t protecting you well, we’ll explain options in plain language.
Privacy & Remote Access
Can you remote into my device?
Yes, but only by your request and with your permission. Our technicians cannot start a remote session without someone physically present to click & allow them access. You can end the session at any time.
Do you need my passwords?
No. You are never expected to provide passwords to technicians. When a login is required, you enter it yourself during an attended session.
Are calls recorded?
Yes. All calls are recorded for quality & training purposes. Calls begin with a notification that the call is being recorded.
