Remote support

Then, in order

1. Open the file you just downloaded. It is called “Depannage-Canoe”. You will find it in your Downloads folder, or at the bottom of your browser window.
2. Your Mac will be suspicious. That is normal, and it is a good sign: it does not know this program yet. It will say something like:
   “Depannage-Canoe.pkg” can’t be opened because it is from an unidentified developer.
   Click Done, then open the Apple menu, System Settings, Privacy & Security. Scroll all the way down: your Mac offers Open Anyway. Théo walks you through it on the phone, you are not doing this alone.
3. Let it install: Continue, then Install. Your Mac will ask for your password. That is macOS asking, not Théo: he cannot see it and cannot read it. The app opens on its own when it is done.
4. Type the code Théo reads out to you. Six digits, good for a few minutes. Your Mac will ask for your password one last time, to open the connection.

While it is running

Théo can see your screen and use your mouse and keyboard. A window stays open with a Stop the session button: you can end it whenever you want, no explanation needed.

Everything closes on its own after an hour. After that, the permission you gave no longer exists: coming back would take a new code, and therefore a new phone call.

What Théo will not do

He will not open your bank accounts, will not go through your personal documents, and will not install anything without telling you first and explaining why.

If a password is needed, he will let you type it yourself.