Frequently Asked Questions

Question: What is HelpDesk Rewards®? 
Answer:   HelpDesk Rewards® is an exclusive customers-only tech support and multi-benefit service program. HelpDesk Rewards® is your one-stop source for support, performance tools, benefits, resources, bonuses, and savings for your computer. From exclusive customers-only access to 24/7/365 Tech Support remote phone sessions*, to local on-site/in-home Tech Support resources, to security tools, to data back-up and recovery software, to resources to help you get the best performance possible from your computer, all packaged with bonus benefits and savings, HelpDesk Rewards® is here to support you, equip you, and protect you. *Free after mail-in rebate.

Question: What do I get as a customer? 
Answer:  HelpDesk Rewards® customers get the best deal, the best benefits, and the best value on the market today.  That’s our commitment to our customers.  Here’s a quick summary of your benefits as a HelpDesk Rewards® customer: 24/7/365 tech support*; Custom-designed security and scam alerts; Two bonus computer security programs, like "Privacy Patroller®"; Five bonus computer performance programs like "Power Desk®"; Data back-up services for your important files; Data recovery services to retrieve your critical information; Access to our exclusive TechBuy® Concierge program; Our Local On-Site/In-Home TechRepair® Tech Support Service; TechProtect® Price Lock; and bonus savings on dining, shopping, travel, groceries, entertainment, home, auto, and so much more.  This program is full of value!  The more you use the program... the more you save!

Question: My username and password aren’t working. 
Answer: That’s an easy one. Your username is your ten digit telephone number and your password is your zip code. If those aren’t working, please contact Customer Service, and we’ll be happy to assist you. To contact Customer Service, please call 1-800-431-3665.  Our Customer Service team is available Monday through Friday, 9am-6pm EST.  Our customers may also contact Customer Service by completing and sending a support form. Just click here to complete an online support form.

Question: What does this cost?

Answer:  There is a cost to be a HelpDesk Rewards® customer and receive ongoing access to all the program’s benefits and services.  The monthly customer fee is $19.95 per month.  In the event you contact Tech Support, a $25.00 refundable payment is collected in advance of your Tech Support call, and is 100% refundable with a mail-in rebate, one time each month.  Additional remote tech support sessions during a particular month are also available to customers at a price of $25.00, locked in by our TechProtect® Price Lock.  Additionally, local, on-site/in-home tech repair is available at a discounted rate of just $75.00 per hour, which is 25% off the standard rate (plus the cost of any required hardware and software) as part of your TechRepair® customer benefit.

Question: How do I contact Customer Service?
 
Answer: Our Customer Service Department looks forward to serving you in any way we can. To contact Customer Service, please call 1-800-431-3665.  Our Customer Service team is available Monday through Friday, 9am-6pm EST.  Our customers may also contact Customer Service by completing and sending a support form. Just click here to complete an online support form. If you’re looking to login, you can login here. If you forgot your username or password, you can check them here.   Please Note:  You cannot contact Customer Service with a Tech Support request.  They will not be able to assist you.  If you have a Tech Support need, you must contact Tech Support after obtaining your Support Ticket Number as described here in the FAQs.

Question: When can I contact Tech Support?

Answer:  Tech Support is available to you 24 hours a day, 7 days a week, 365 days a year.

Question: How do I contact Tech Support?

Answer:  Remote Tech Support is available to HelpDesk Rewards® customers 24/7/365.  If you are an active HelpDesk Rewards® customer, and would like to contact Tech Support, you will need two things before you call.  First, you will need a remote Tech Support Ticket Number.  Second, you will need the remote Tech Support telephone number to call.  Here is the process to get those two items: (1) First you’ll need to login to your account.  Just click here to login.  (2) Once you are logged in, you will click on the “Access Your On Call Tech Support” link in the top section.   (3) Then click on the “Get Your Support Ticket Number” button.  This will open a secure transaction page for you to pay a remote Tech Support Ticket Number refundable payment*.  This refundable payment* reserves your time with the Tech Support team.  The refundable payment* required for a remote Tech Support Ticket Number is $25.00.  (Note: The standard Support Ticket is $199).  This $25.00 refundable payment* is fully rebated back to you, one (1) rebate per month, through a simple process on the HelpDesk Rewards® website, making your Tech Support session no cost to you once you have completed the rebate process.  (4) Once you have completed your refundable payment* transaction, HelpDesk Rewards® will issue you a remote Tech Support Ticket Number, and a telephone number for you to contact Tech Support.  (5) Then you can contact Tech Support at your convenience, 24/7/365.  You’ll have up to thirty (30) days to use the remote Tech Support Ticket Number. *Refundable in full after mail-in rebate.

Question:  What if I need more than one Tech Support session in a month?
Answer:  At HelpDesk Rewards®, we understand that sometimes, when it rains, it pours.  Although HelpDesk Rewards® customers are entitled to one (1) Tech Support remote phone session each month*, customers also enjoy exclusive access to our TechProtect® Price Lock, which locks in the cost of any additional remote Tech Support sessions you may need in a particular month to a maximum of just $25.00 per session.  With the standard non-customer remote Tech Support session costing $199.00, that means HelpDesk Rewards® customers save $174.00 per session, or 87% on extra remote Tech Support sessions they may need during any given month.  With TechProtect® Price Lock, the more you use our remote Tech Support, the more $ you save!

 

*One Tech Support remote phone session per month Free after mail-in rebate.


Question:  What if your remote Tech Support technicians can’t fix my issue?
Answer: 
We stand behind our work, our quality, our service, and our results.  Although most of our tech support is handled remotely over the telephone, saving you the time, money, and hassle of bringing your machine in to be fixed, sometimes there is an issue that just can’t be fixed remotely.  If we can’t fix your issue remotely, we will refund you the $25.00 refundable payment you paid for your remote Tech Support Ticket Number.   As a HelpDesk Rewards® customer, you also have access to our TechRepair® customer benefit as well.  If you live within the coverage area, this customer benefit entitles you to in-home Tech Support at a discounted rate of $75.00 per hour, which is 25% off the standard rate, paid at the time of service.  Please note: Our TechRepair® does not apply to any hardware or software required to resolve your issue.  Additional terms and conditions do apply.  Click here for full terms.

Question: How does the Tech Support Rebate work?

Answer:  Tech Support sessions for non-customers cost $199.00.  Each Tech Support session for a HelpDesk Rewards® customer starts with a $25.00 refundable payment*, which is required to reserve your spot in the Tech Support queue.  As a customer, your $25.00 refundable payment* is 100% refundable through an easy to use online rebate form that you download, complete, and mail in.  After you have paid the $25.00 refundable payment*, a link will appear in the “On Call Tech Support” section of the logged in customer homepage that reads “Redeem My Support Ticket Rebate”.  Click on this link and you will be able to download a rebate form one time each month that you can sign and send in to HelpDesk Rewards®.  When we receive this rebate form, your rebate will be applied, and the $25.00 refundable payment* will be refunded to your credit/debit card.  *Refundable in full after mail-in rebate. 

Question:  How do I download the software?

Answer:  HelpDesk Rewards® features eight downloadable software titles for security, performance, and back-up.  Downloading the software is easy. First you’ll need to login to your account.  Just click here to login.  Once you are logged in, you’ll see the software titles sorted by function, found in the “Security Suite”, “Performance Suite” and “Data Back-Up & Recovery” sections of the customer homepage.  For any software title you would like to download, just click on the download button within the page.  That will open a small window on your screen with detailed instructions regarding the download.  The screen will also contain a unique Software Authentication Key assigned to you.  You will need to enter this Software Authentication Key later in the process.  Once you have read the instructions, you can click to continue.  The download process will begin and you will need to authorize the download to your computer.  Follow the instructions in the download process, which will appear on your screen.  When the process has completed, the software may open automatically, or you may need to click on the software to open it.  At this time, you may be asked for the Software Authentication Key that was provided to you earlier.  If you closed the window by mistake, you can retrieve the Software Authentication Key by clicking the “View Download History” button at the bottom of any of the software pages.

Question: How do I cancel?
 
Answer: Your total satisfaction is important to us! And we want you to get great value out of the program. If you don’t think you are, you can cancel at any time. To cancel, please contact Customer Service at 1-800-431-3665.  Our Customer Service team is available Monday through Friday, 9am-6pm EST.  You can also cancel your account online 24 hours a day, 7 days a week, 365 days a year, by logging in to your account, clicking on the “My Account” link, and then clicking on the “Cancel Account” link.

Question: What's the catch? 
Answer: With HelpDesk Rewards® there is no catch! In fact, we've designed this to be an excellent, hassle-free experience for you filled with value and support.  Our goal is that you get the best service and the best results possible from this program, and we welcome your feedback at all times.  We encourage you to log in, to use these benefits, and to make the most of your account.  The more you use it, the more value you will receive, and the better results you will see on your computer.

Question: How long does it take to activate my benefits?
 
Answer: There's no waiting period! You have instant access to the program. You should have received a welcome email from us confirming your sign up with links and information for all program materials and customer services.