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AT&T Remote Support app

AT&T Remote Support is an Android application that allows an AT&T Advanced Support representative to assist you by accessing your device remotely.


ArticleDETAILED INFO

Getting and using the AT&T Remote Support app

Before you begin

Getting the application
If you have contacted us for help, an AT&T representative may request remote access to your Android device.
  • After you approve, a free text message will be sent to your device.
  • The text message will contain a link to open or download the AT&T Remote Support application.
  • You're only required to download the application if it isn't already on your device.
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Main steps

Start the AT&T Remote Support session
To begin the AT&T Remote Support session, follow these steps:
  1. Enter the PIN provided by the AT&T representative.
  2. Accept the Terms and Conditions.

Important details

While your support session is active, the AT&T representative can view your screen, and you can watch what is happening on your device.
  • During the session, an AT&T icon will display at the top left of your screen.
  • AT&T Remote Support requires a data connection, but you won't be charged for data used for the session.
  • Data used unrelated to AT&T Remote Support may be charged against your usage allotment.
  • AT&T Remote Support works using both Wi-Fi and mobile data.
  • Read the AT&T Remote Support Terms and Conditions.
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Additional information

Disconnect from the support session
When troubleshooting is completed, the AT&T Representative will end the AT&T Remote Support session and the AT&T icon will disappear.
  • At this point, the AT&T representative will no longer have access to your device.
  • You may also disconnect the session from your device by pulling down the notification bar and selecting the Cancel button.
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