MyITAssistant Frequently Asked Questions

MyITAssistant is a technology company based on the principals of supporting you when you want to be supported with a personalized service. With our Fix IT, Tune IT, Benefit ideals put firmly in place, you can be assured that we have you covered whether you need a computer fixed, have your computer scanned for spyware, or learn about the newest, greatest tech gadget.

MyITAssistant is here to serve you 24 hours a day, 7 days a week for all of your remote support needs via chat, email, phone, or online ticketing.

You can click the green live help tab to the left of your screen to get instant chat access with us 24 hours a day, or call us at 866-556-4720.

MyITAssistant offers several membership levels to best suit your needs. If you would like to see the difference between each membership level click HERE.

A free registration to our site is required, but a monthly membership commitment is not required MyITAssistant offers most of our services on an 'A la carte' basis if that is what you are looking for. You can see a list of our services by clicking HERE.

Once you have signed up and logged into our site, you can access and update your profile by clicking "My Profile" in your member bar, or by clicking HERE, and choosing "Edit Profile"

If you have forgotten your password, you can change it by clicking HERE and following the prompts. If you are logged into our site and wish to change your password, click HERE and choose "Edit Profile".

MyITAssistant offers several options to fix a broken computer. As long as you still have an internet connection, you can have MyITAssistant attempt to fix the issue remotely. If you do not have an internet connection, then we can assist you over the phone. If you would like your computer picked up or would like to drop off your computer and are a within our area, you can have our team diagnose your computer on our bench to find and resolve the issue. If you are not able to or do not want your computer to leave your house or work you can request an on-site repair where we arrive at the requested location to diagnose and fix the issue. Members receive discounted rates on bench repair and on-site service while also receiving free remote support.

As technology progresses, so do we. Whether it be your iPhone, iPad, Android device, Blackberry, or Windows Phone 7, you can rest easy knowing that it is covered within your individual support across all membership levels, and is available to non-members, as well. To find out what else is supported click HERE.

For support related items, MyITAssistant offers bench repair support, on-site support, as well as a 24 hour remote support pass for members that do not wish to take advantage of a monthly membership. MyITAssistant offers extras like private, ad-free email, data backup, remote maintenance, and web space services for those looking for it. For more information on these services, click HERE.

Yes, on this planet or the next, you will always be covered with MyITAssistant's remote support as long as you have an internet connection or would like troubleshooting over the phone.

Once you are logged into our site, click on 'My Services' in your member bar or click HERE.

MyITAssistant accepts Visa, MasterCard, and American Express through our secured Authorize.net checkout.

For users wanting to join MyITAssistant's membership, the initial sign-up cost includes the first three months. After that members are not billed again until the 4th month, and you can cancel anytime you wish.

Most support companies conduct support on a per computer basis. MyITAssistant conducts it based on the individual. For example, if you own two desktop computers, a laptop, an iPad, and an iPhone our support contract would cover you and your devices. Unfortunately, your kids or spouse would either need you to call or you would need to add an additional support contract for them and their devices.

From our website MyITAssistant collects non-personal information including where our visitors came from before reaching our site, what search keywords were used to find us, and what browser is being used. MyITAssistant also collects information provided to us from users through form submission. This includes registration information, service related information, and purchase information with the exception of credit card information. All credit card information is not stored within MyITAssistant and is only passed between our website and Authorize.net, a registered trademark of CyberSource, a Visa company. All form and submission are secured with SSL 256-bit encryption, ensuring all information is privately and securely passed.

Yes you can upgrade at any time, however this does reset the duration of your commitment term of either three months or a year, depending on which membership is selected.

Absolutely not, if you would like to sign up for our Ad-free private email service feel free to do so by clicking HERE.

You can access your email from any location with an internet connection by going to webmail.myremotemail.com and logging in with the credentials you had originally created for your email account. You can also access your email via your smartphone or with your favorite email application.

Each mailbox comes with 10GB of storage space, the ability to send and receive invites to friends and family, ad-free privacy guaranteed, 50MB attachments, daily backups, and a secure connection. If you choose to access your email through the web visit webmail.myremotemail.com where you will also have a sharable calendar, contact manager, task list manager, and notes.

Yes, the MyITAssistant staff can assist you with migrating your existing email to your new email address. You can contact them via the green live help button to the left.

Free email services like Yahoo, Gmail, and Hotmail read your email for "hidden clues" of items that you may like and generate ads based on these results. With our email service we guarantee that your email will never be read and you will never have any ads presented to you while you access your email.

Of course you can - To access the settings for the most used email programs login to our website and check out our knowledgebase by clicking HERE.

The only limitation is that you cannot send more than 250 emails per day - This ensures that you are not sending out Spam to unsuspecting individuals.

Yes and yes! Our multi-layered spam and virus scanning system is included with every mailbox at no additional cost and utilizes respected technologies from CloudMark, Trend Micro, and Message Sniffer. Users can mark messages as spam in their inbox and admins have domain-wide control over whitelists and blacklists via our intuitive Control Panel.

After you have logged into your webmail account and notice an email that is spam, select it. In the "More" drop down menu, select the option 'mark as spam'. Additionally if you have multiple emails that are spam you can check each email's box and mark them all as spam with one click. If you need additional assistance with spam feel free to chat with one of our support techs, submit a ticket, or call us at 866-556-4720.

To reset your email password, login to your email account at webmail.myremotemail.com and select settings at the top right, then click on change password and follow the prompts.

Of course. To access the settings for the commonly used smartphone devices, login to our website and check out our knowledgebase by clicking HERE.

Yes. If you own an existing web domain, you can contact one of our support technicians and we can assist you with adding email to your existing domain.

Absolutely, our email service uses the latest SSL encryption techniques to hide data during transmission so Internet crooks can't access your sensitive mail.

While our personal email service is usually more than plenty for the average user, we do offer our Exchange email service which allows for some additional benefits. With our Exchange email service you can have your Outlook Calendar, Task List Manager, and Notes automatically synchronize with our servers - You can share Outlook calendars and collaborate with co-workers in Outlook, and can use the Scheduling Assistant to coordinate meeting and resources with co-workers in Outlook, too. Additionally, our Exchange service allows for extended functionality for smartphones - these include wirelessly syncing your incoming and outgoing email, folders, calendar, contacts, tasks, and notes across your Blackberry device and other supported devices.

You can access your email from any location with an internet connection by going to webmail.myremotemail.com and logging in with the credentials you had originally created for your email account. You can also access your email via your smartphone or your favorite email application.

Of course you can. To access the settings for the most used email programs login to our website and check out our knowledgebase by clicking HERE.

With our Exchange email service, each mailbox is offered 2GB of space.

Absolutely., SSL encryption hides data during transmission so crooks can't access your mail data. Our email servers' data centers are protected by strict physical and systems security measures, plus fire suppression and redundant power systems.

Of course you can. To access the settings for the commonly used smartphone devices, login to our website and check out our knowledgebase by clicking HERE.

Yes. If you own an existing web domain you can contact one of our support technicians and we can assist you with adding email to your existing domain.

Yes. This service is only available to Bronze, Silver, Gold and Business members. To find out more information and sign-up for our data backup service click HERE.

To download the data backup application, click HERE and choose your applicable operating system. For information on how to configure your data backup software, you can access our knowledgebase by clicking HERE, or by clicking the green 'LIVE Help' tab to the left of your screen and one of our techs can assist you with configuring the application.

Our data backup software is compatible with Windows, Mac OSX, and Linux.

Worried about storing your files on the cloud? Keep files secure with robust AES-256 encryption and admin-controlled keys. AES stands for Advanced Encryption Standard, which is used bby the U.S. Goverment to protect classified information up to the TOP SECRET level.

There are no limitations to the type of data you back up, when you want it backed up, or when you need it restored.

It works just like a local drive on your computer, allowing you to drag and drop files at will, robust online backup to protect your critical files, share files between multiple computers from anywhere, customize how you want files saved including keeping the last 5 revisions of a file, and access your data from anywhere with an internet connection. To find out more information on our data backup service, click HERE.

If you have an internet connection, you have access to your backed up data.

Depending on your membership level you may have 2GB, 5GB, or 20GB of storage space available to you. For more information click HERE.

Yes, you can prepay for additional storage space at a discounted rate. Additional space is available in 10GB, 20GB, 40GB, 80GB, 160GB, and 200GB increments.

Depending on your membership level with MyITAssistant, you may be entitled to a free domain with us at our lifetime.com domain, or we can assist you with moving over an existing domain that you own.

MyITAssistant has partnered up with Rackspace to make sure the hardware and back-end of your website is safe and secure, including any security patches and upgrades. However, it is up to you to make sure your website is kept up-to-date with any security patching the may be needed. MyITAssistant can usually point you in the right direction if you have any specific questions for patching your website.

Anything that you can imagine; a blog, company site, store front...your imagination is the only limitation.

Absolutely. Every piece of your website is mirrored for redundancy in case of a server failure on our end, and this occurs every four hours. However, this is a backup in case of server failure and not a specific website failure, therefore MyITAssistant recommends that you periodically backup your site and data to your local computer.

Ever forget to run your anti-spyware, malware, virus scan, or forget to update their respective definitions? How about forgetting to clean out your temp folders or check what is booting up with your computer? All of this is where MyITAssistant's remote maintenance comes into place. On a schedule you set, we will remotely connect to your computer and conduct a full cleaning and optimization every month to keep your computer running at top speed.

MyITAssistant's bronze, silver, and gold already come with our Remote Maintenance service included. Bronze receives one monthly service, silver receives two, and gold gets four. If members would like to add additional systems it is only an additional $14.99 per system. For non-members, you can request a remote maintenance at a cost of only $49.99 per system per requested run.

Of course! You set the schedule.

While MyITAssistant personnel are connecting to your computer to conduct this service at your request, we are only connecting to start the cleaning of your system. No files are ever transmitted from your system to us.

Remote Maintenance is conducted once per month on your system. Bronze allows for one computer to have Remote Maintenance conducted every month, silver allows for two computers, and gold allows for four computers. Non-members can elect for an on-demand run at any requested time for only $49.99 per system.

The entire process takes about six hours and your computer needs to be on before we connect and stay on through the duration of the process.

After the Remote Maintenance process is complete, you will receive an email detailing everything that was completed.

The Remote Repair service provides advanced technical assistance, offering advanced diagnosis of system hardware and software, focused on problems caused by infections, corrupted files or hardware failures. Remote Repair services require a MyITAssistant Boot Disk, available as a free download or we can ship one to you for a small fee.

No. For members this is a free service, providing the member has a MyITAssistant Boot Disk in possession. Without a membership, users may purchase a Day Pass for each day the service is needed to resolve the issue. If you would like to request a Remote Repair service you can do so by chatting with one of our support technicians online, or call 866.556.4720. The Day Pass can be purchased from HERE.

MyITAssistant's Remote Repair service is a free services to members and holders of an active Day Pass. Our Day Pass is available for $49.99, per day of suppport. The service requires a MyITAssistant Boot Disk, available for download on our website. If unable to download or create the disk, we can overnight a support package to you for a $19.99. Click HERE for more information on our Day Pass

You can request a Remote Repair service by contacting us through LIVE Chat, or call us 866.556.4720.

Remote Repairs can be scheduled with MyITAssistant between 8AM and 8PM, 7 days a week.

Absolutely not. We have diagnosed and solved issues for almost every brand of computer that has existed in the last 20+ years.

While the use of our Remote Repair service will not void your warranty, we do recommend that if you have an existing warranty that you follow the guidelines associated with it. In many cases the warranty will cover certain situations where it is best for the user to directly communicate with the manufacturer to obtain parts or services. If this situation arises, we can provide diagnosis of the condition that can be used to assist your warranty support desk, ultimately providing expedited results.

Most computers under MyITAssistant's Remote Repair service are diagnosed within the first 2-hours, and issues resolved within 4 hours. All remote repairs are serviced on a first come first serve basis.

On-Site support consists of a qualified support technician arriving at the affected computers location, diagnosing, and resolving the issue at your earliest convenience.

While our monthly members will save the most on an on-site visit, non-members are still afforded a great price on a requested on-site visit.

Members are offered a price of $50 per hour and non-members are offered a price of $75 per hour, for most support issues. Both members and non-members have a $25 trip fee applied to any On-Site visit and a one hour minimum on all on-site visits, and then is billed in 15 minute increments after the initial hour.

You can use our LIVE chat, or call us at 866.556.4720, to schedule a visit.

All customers that setup an On-Site visit are charged after the visit is complete and they can pay by Visa, MasterCard, or American Express. We apologize that MyITAssistant does not accept checks or cash.

The average On-Site visit takes one hour, but this can vary depending on the issue.

Our terms and conditions are provided during website registration and prior to performing on-site service. All services and repairs provided on the invoice are guaranteed for 10 days from the invoice date. If it is later found that the service or repair was incorrectly diagnosed by the technicians, the provider will perform the repairs or service free for any labor charge up to $100. If new parts are found to be needed this will be charged to the customer.

On-Site services are available from 8AM to 8PM, Monday thru Friday.

No. MyITAssistant offers Remote Support to members and non-members. Members are given all of their Remote Support needs as a part of their monthly membership. Non-members are still offered an extremely affordable option of our "Day Pass".

Free for members and $49.99 for non-members. This fee gives them a 24-hour pass for remote support and is NOT limited to a single issue.

To see what issues can be supported remotely, click HERE.

For members, once you have logged in you can either click on the green 'LIVE Help' on the left of your screen, submit a request via our online ticket portal, email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it. , or call us at 866-556-4720 and we can create a Remote Support session.

Most issues can be resolved without administrator privileges, but it is on an issue-to-issue basis.

Absolutely. You can close the remote session at any time.

For a Remote Support request no we cannot. Only with your prior authorization will we ever access your computer.

The average support session takes about 15 minutes, but this also depends on the issue as some can last longer.

The entire session is encrypted. From the screen, keyboard, mouse, and data transmission, everything is cloaked in security to keep anyone from prying.

MyITAssistant's Remote Support application supports any system running Microsoft's .NET or Java, which means that 99% of systems worldwide are supported. The only applications MyITAssistant will not support are those that are found to be hacked, cracked,or illegal applications.

You can get Remote Support from MyITAssistant 24 hours a day.