Help & Frequently Asked Questions

We would love to hear from you, so you're invited to contact us with any questions you may have:

For queries related to the Online Support provided on the support.connectpro.ca website please fill out this form.

For all other questions related to in-home or in-store repair or our ConnectPro guarantee please click here.

ConnectPro guarantees our Online Support services for 30 days. If there is a problem with the service we provided, we will work to remedy your problem quickly and at no additional cost if notified within that 30-day period. For details, read our Terms of service.

Anytime you need tech support, just enter the product name in the search field at the top right of any support.connectpro.ca page and click "Search". Then, select the ConnectPro Expert of your choice and click "Connect Now".

Remember that you have to be signed-in on order to contact ConnectPro Expert.

Online Support services are available only for registered customers. Registration is free! Click here to register.

• Windows XP SP2, Windows Vista or Mac OS X
• Internet Explorer 6 (SP2) or Mozilla Firefox 2.5
• 300 MHz processor clock speed recommended, 233 MHz minimum required (single or dual processor system)
• Intel Pentium/Celeron, or AMD K6/Athlon/Duron, or compatible processor recommended
• 256MB RAM or higher recommended (the minimum amount of RAM may limit performance and some features)
• 1.5GB of available hard disk space
• Super VGA (1028x678)
• Recommended to use the default browser security setting levels
• Macromedia Flash 8 and up
• Must have a working high speed Internet connection

Our objective is to solve your problem as quickly and as painlessly as possible, but there may be situations where the ConnectPro Expert you contact initially won't find an immediate resolution. Unlike most other tech support companies, in cases like this we offer our ConnectPro Experts the option of consulting with a fellow Expert on our network. If it's appropriate and with your consent, your case may be forwarded to another Expert who will be able to better handle your problem.

To start a session:

Go to support.connectpro.ca

Select a ConnectPro Expert and click the "Connect Now" button

Wait for the Expert’s response. When the Expert is ready to take your call (within 45 seconds maximum) you will get a success message.

Click the "Start Session Now" button on your screen and wait for your chat window to open.

Once you are connected to an Expert, the chat window is your first option for communication. Later in the session, if need be, you and the Expert will be able to speak on the phone for free.

We have seen cases where a strict pop-up blocker configurations may cause the chat not to open. If this is the case, make sure to allow pop-ups on the support.connectpro.ca site. It is important to emphasize that we use pop-ups just to open the chat window and not for advertising.

The chat window has two white sections. The upper section displays messages exchanged and the lower section is for you to type in and send your messages.

After typing your message in the lower section press the Enter key and the message will be sent to your Expert.

Once you are connected to an Expert, the chat window is your first option for communication. Later in the session, if need be, you and the Expert will be able to speak on the phone for free. We have seen cases where a strict pop-up blocker configurations may cause the chat not to open. If this is the case, make sure to allow pop-ups on the support.connectpro.ca site. It is important to emphasize that we use pop-ups just to open the chat window and not for advertising.

The chat window has two white sections. The upper section displays messages exchanged and the lower section is for you to type in and send your messages including the phone number you wish to be called at.

After typing your message in the lower section press the Enter key and the message will be sent to your Expert.

When designing the Online Support tools, we treated privacy concerns as our top priority. That's why when the ConnectPro Experts are using Desktop Sharing tool to access your computer or File Manager tool to transfer files, it is only possible after you give permission. The permission appears on your Session Page (chat).

Note that when using Desktop Sharing tool to access your computer, you can see on your screen everything the Expert is doing. For more information about Desktop Sharing permission login to your support.connectpro.ca account and select My Place > Help, topic: Desktop Sharing

Once your email is registered as an Onilne Support customer, you can always go to support.connectpro.ca for technical support or training.

You can also bookmark your Expert's profile page to make sure that, if you wish, you can always get help from the same Expert.

For security reasons we do not save your password. Therefore, if it has been forgotten, you will need to set up a new one.

In order to get your new password, fill in the request to reset your password using the Reset Password Form and a new one will be sent to you.

When your computer’s not running the way it should, turn to ConnectPro Online Support at support.connectpro.ca. Through your high speed Internet connection, a ConnectPro Expert can log-on remotely and provide:

• Virus and spyware removal
• Troubleshooting and training
• Tune-up and security check

If you have a technical issue that you would like help solving, ConnectPro Online Support will provide you with the friendly, professional and efficient support that you've come to expect from ConnectPro Experts. Whether you need help selecting software, are having installation issues, need to remove viruses or even want help on how to choose the right computer for you, our ConnectPro Experts are on hand to help 24/7
ConnectPro Online Support gives users instant access to a team of ConnectPro Experts who are capable of handling virtually any tech support-related need.

1. Safe and secure - When you are connected to a ConnectPro Expert the session is protected by an encrypted 128-bit connection and you can watch everything the Expert is doing on your screen at home.

2. Reviews and ratings - See what other customers are saying before you choose a specific ConnectPro Expert.

3. Convenience - There's no need to leave your home to get help for most technology problems. Help through your high speed Internet connection is just a click away, 24/7.

4. Choose Your Expert - Want to use the same ConnectPro Expert again? No problem. ConnectPro Online Support allows you to connect with the same expert if they are available. If the expert is away, you have the option to leave a message and an expert will get back to you.

5. Service guarantee - ConnectPro guarantees our Online Support services for 30 days. If there is a problem with the service we provided, we will work to remedy your problem quickly and at no additional cost if notified within that 30-day period.

When we designed support.connectpro.ca, we wanted to create the most secure possible environment for our customers. To deliver on this promise, we ensure that any significant action taken by an Expert is with your complete consent. Specifically, an Expert must ask for a customer's permission before using desktop sharing to access your computer with Desktop Sharing or File Manager tools to transfer files.

In order to be a ConnectPro ConnectPro Expert, all candidates must pass a thorough serviceability test, system training program, interview and background check.

All ConnectPro Experts use support.connectpro.ca’s advanced technology platform that assists them in delivering the best support experience. Our Experts employ workbench applications that include tools for customer relationship management and communication, collaboration, call transfer, desktop sharing, diagnostics, and additional applications.

Assess & Purchase Once connected to the Expert of your choice, you will need to describe your issue by the use of either chat window or free phone call with your Expert. To request support by phone, click the "Click to request the Expert to call you" button located on the upper part of the chat window. Your Expert will send a Job Offer that includes the scope of work and the costs involved, for your approval. Once you agree, the Billing Details window will open. If you have a discount coupon it will be available for selection here. After the payment details have been arranged, you will move on to resolve the problem.

Resolve While working on solving the issue, it may be necessary for the Expert to install tools in order to give the best support possible. In this case, no action will be taken before the Expert is given customer consent.

Report Once the session has been completed, the Expert will take a minute to prepare a short report, summarizing the service given. On completion, this analysis will be sent to the customer for approval and will indicate the end of the session.

Feedback We at support.connectpro.ca take customer service very seriously and appreciate all comments that you may have to help us continually improve our service. Please take a moment to answer several questions and write feedback in your own words about your Expert and the service you received. Your comments will be forwarded to our customer service department and directly relate to the star rating of our ConnectPro Experts.

We offer all our customers a brief complimentary consultation before the session begins. Once connected to an Expert, you will be asked to give a short description of the issue, and the Expert will recommend the right service for you.