Remote Support: Sharing Your Screen with AnyDesk or Chrome Remote Desktop

Sometimes the fastest way for our support team to help you — setting up your account, connecting WhatsApp or a carrier, or fixing a tricky problem — is to see your screen and work on it with you. For that we use a remote support session with one of two free tools: AnyDesk or Chrome Remote Desktop. This guide walks you through installing either one, finding the connection code, sharing it with us, and fixing the permission issues that sometimes appear on Windows and Mac.

Why we ask for remote access

A remote session lets our agent guide you on your own computer — clicking alongside you, filling settings with you, and seeing exactly what you see. It turns an hour of back-and-forth messages into a 10-minute fix. We typically ask for one when:

• Setting up your eGrow account for the first time (store, WhatsApp, carriers).
• Connecting an integration that needs several steps on your side.
• Diagnosing a problem we can't reproduce from our end.

Option A: AnyDesk (recommended — fastest)

AnyDesk is a small program that runs instantly — on Windows you don't even need to install it.

Step 1: Download AnyDesk

• Go to https://anydesk.com/download.
• The site detects your system — click Download Now (Windows gets an .exe, Mac gets a .dmg).

Step 2: Open it

• Windows: double-click the downloaded AnyDesk.exe. It starts right away — no installation required. (If Windows shows a blue warning screen, see the troubleshooting section below.)
• Mac: open the .dmg and drag AnyDesk into Applications, then launch it from Applications. The first time, macOS may ask you to confirm opening an app downloaded from the internet — click Open.

Step 3: Find your address (the code)

When AnyDesk opens, look for the box called "Your Address" (or "This Desk") — a 9-digit number like 123 456 789. That number is what our agent needs to connect. It identifies your computer only; nobody can connect without you accepting.

Step 4: Send us the code

Send the 9-digit number to our agent in your WhatsApp conversation or ticket. Keep AnyDesk open.

Step 5: Accept the connection

Within a few seconds a window appears in AnyDesk saying our agent wants to connect. Click Accept. You can leave all permission checkboxes as they are — the agent will ask you if anything else is needed. The session starts, and you'll see the agent's cursor moving on your screen.

Option B: Chrome Remote Desktop

If you prefer not to download a program, Chrome Remote Desktop works from the Google Chrome browser.

Step 1: Open the support page

• In Google Chrome, go to https://remotedesktop.google.com/support.
• Sign in with any Google account if asked.

Step 2: Install the small extension

Under "Get Support", click the download button. Chrome installs a small extension/helper (accept the prompts — on Mac it downloads a .dmg you open once). This takes under a minute.

Step 3: Generate your code

Back on the same page, click + Generate Code. You get a 12-digit code like 1234 5678 9012.

Step 4: Send the code & click Share

Send the 12-digit code to our agent. When they enter it, Chrome shows a confirmation asking if you want to share your screen with our agent's account — click Share. The session starts. A small bar on screen reminds you you're sharing; its Stop Sharing button ends the session at any time.

Troubleshooting: Mac permissions

macOS is strict about screen sharing — the first session usually needs two permissions. If our agent can see a black screen or can't click, do this:

• Open System Settings → Privacy & Security → Screen Recording (on older macOS: System Preferences → Security & Privacy → Privacy tab), and turn ON the toggle for AnyDesk (or Chrome Remote Desktop / Google Chrome). Without this, we see nothing.
• Then open Privacy & Security → Accessibility and turn ON the same app. Without this, we can see but not click or type.
• macOS will ask you to quit and reopen the app for the change to apply — do it, then share your code again.

• "App can't be opened because it is from an unidentified developer": right-click (Control-click) the app → Open → Open again. Or go to Privacy & Security and click Open Anyway next to the blocked-app message.
• On recent macOS versions the system periodically re-asks you to confirm screen-recording permission — if a session suddenly shows a black screen weeks later, just re-allow it in the same place.

Troubleshooting: Windows

• Blue screen saying "Windows protected your PC" (SmartScreen): click More info, then Run anyway. This appears simply because the file was downloaded from the internet.
• "Do you want to allow this app to make changes to your device?" (UAC): click Yes. During a session, if our agent needs to work on a window that Windows elevated (an installer, for example), AnyDesk may show a "Request elevation" prompt — approving it just lets the session keep controlling that window.
• Antivirus blocked the download: AnyDesk and Chrome Remote Desktop are legitimate, widely-used tools — restore the file from quarantine or temporarily allow it, and only ever download them from the official links above.
• Nothing happens when we try to connect: make sure AnyDesk is still open (look for its icon in the taskbar) and that you clicked Accept on the incoming-connection window.

During and after the session

• You see everything live and can move your mouse at any time — you always win control.
• To end the session: close the AnyDesk window (or click Disconnect), or click Stop Sharing in Chrome Remote Desktop. That's it — access ends instantly.
• Chrome Remote Desktop codes are single-use and die after 5 minutes. Your AnyDesk number stays the same, but no one can ever connect without you clicking Accept — don't set an "unattended access" password, and you keep it that way.

What's next

Once we're connected, most sessions are about first-time setup — you can preview those steps in Getting started with eGrow, connecting WhatsApp, and connecting a carrier. Need us? Open a ticket and we'll take it from there.