Setting up a new phone or tablet
Turning on a new iPhone, iPad, Samsung Galaxy or Pixel, signing in, and getting the basics working: calls, texts, email and your favourite apps.
Remote Help with Your Phone or Tablet
New phone to set up? Photos and contacts to move? Something stopped working on your iPhone, iPad or Android? Call us and we will go through it with you, one step at a time, at your pace. You can ask the same question twice. Independent help anywhere in Canada and the United States.
Call (236) 258-3060 Email info@clearpinetech.ca
Monday – Friday, 8 am – 8 pm Pacific Time (Mountain 9 am – 9 pm, Central 10 am – 10 pm, Eastern 11 am – 11 pm, Atlantic 12 pm – 12 am). Closed Saturday and Sunday.
We never call, text or email you first. We never show pop-up warnings. We never ask for payment by gift card, wire transfer or cryptocurrency. Remote sessions happen only with your permission, and you can end the session at any time.
Clearpine Technologies is an independent support provider and is not affiliated with, endorsed by, or an authorised service provider of Apple (iPhone, iPad, iCloud), Samsung, Google (Pixel, Android) or any other brand named on this page. Brand names are trademarks of their respective owners. For free manufacturer support, contact the manufacturer directly.
What we help with
Phone and tablet problems we can sort out
Moving to a new phone
Moving photos, contacts, calendars and apps from your old phone, whether you stay with the same make or switch between iPhone and Android.
Photos and contacts
Finding where your photos are stored, turning on backup, syncing contacts, and freeing space when the phone says storage is full.
Email and accounts on your phone
Adding Outlook, Gmail, Yahoo or iCloud mail, fixing sign-in loops, and setting up two-factor sign-in. See email help.
Wi-Fi, Bluetooth and printing
Joining Wi-Fi, pairing headphones or a car, and printing from your phone to a Wi-Fi printer. See printer help.
Everyday know-how
Making text bigger, using video calls with family, taking and sharing photos, and finding where an app went. We go at your pace.
Want extra patience? See help for seniors. A family member is welcome to join the call or book for you.
Before you switch phones
Moving to a new phone: a simple checklist
- Keep the old phone. Do not erase, sell or recycle it until you have checked the new one has everything.
- Charge both phones and connect them to Wi-Fi.
- Find your sign-in details. You will need your Apple Account (for iPhone and iPad) or Google account (for Android), and the passcode of the old phone.
- Check your backup. On an iPhone, look in Settings under your name, then iCloud. On Android, look in Settings under Google, then Backup. Make sure a recent backup is listed.
- Make a note of two-factor codes. Some apps, such as banking apps, send a code to your phone number when you sign in on a new device. Have your old phone nearby.
- Stuck at any step? Call us. We talk you through it and you stay in control.
Never give a sign-in code or passcode to anyone who contacts you first, including people who say they are from your phone company or phone maker. We will never ask you to read us a code that was sent to you.
Price
$100 CAD flat for a one-time remote session. No charge if we can't fix the problem remotely.
Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate.
Our number is in British Columbia, Canada. Calls from the US are dialed like any US number; check with your phone provider about long-distance charges.
The fee covers up to two remote sessions for the same problem.
What remote support can and cannot do
Being honest about limits
- We can guide you through setup, moving photos and contacts, backups, email and sync problems. Phones are small, so we describe each tap while you do it.
- We help by voice, and with TeamViewer when we need to see your phone or tablet. What can be shown or controlled depends on the phone and its software. Where we cannot see the screen, we guide you by voice.
- We cannot unlock a phone without its passcode or account details, and we cannot bypass an activation lock.
- We cannot repair a cracked screen, a failing battery or water damage. A repair shop or the maker must do that.
- If we cannot fix it remotely, you are not charged.
Questions
Phone and tablet questions
Can you set up my new iPhone or Android phone?
Yes. We help by voice, talking you through each tap at your own pace, and we can also connect to your phone or tablet with TeamViewer so we can see what you see. You start it and you can end it at any time. Some steps depend on the phone and its software version, so we tell you honestly what can and cannot be done remotely.
Will I lose my photos and contacts when I switch phones?
Not if they are backed up or moved first. We help you check where your photos and contacts are stored (the phone, iCloud, Google or another account) and move them across before anything is erased. We never wipe an old phone until you say the new one has everything you need.
Can you move me from an iPhone to Android, or the other way?
Usually yes for photos, contacts, calendars and many apps. Some things, such as certain app purchases and message history, do not always move between the two systems. We explain what will and will not come across before you start.
Can you unlock a phone if I forgot the passcode?
No. A phone you cannot unlock can only be reset by erasing it, which removes what is on it unless it was backed up. We can explain your options and help you restore from a backup afterwards. We cannot bypass a passcode or an activation lock on a phone that is not yours.
Someone texted or called to say there is a problem with my phone. Is it real?
Be careful. Unexpected messages that rush you or ask you to install an app or share a code are a common scam. Do not tap the link or share any code. We never call, text or email you first. See virus and scam clean-up and how to spot a tech-support scam.
How much does it cost?
A one-time remote session is a flat $100 CAD, for customers in Canada and the United States. If we cannot fix the problem remotely, you are not charged.
How we keep you safe
Our promises
We never call, text or email you first. We never show pop-up warnings. We never ask for payment by gift card, wire transfer or cryptocurrency. Remote sessions happen only with your permission, and you can end the session at any time.
How we connect: by voice on the phone, and with Quick Assist (built into Windows) on a Windows computer, LogMeIn on a Mac, or TeamViewer on a phone or tablet. You start it, you see everything we do, and you can end it at any time.
Payment and sessions: we accept all major credit and debit cards. The $100 CAD fee covers up to two remote sessions for the same problem.
A family member is welcome to join the call or book on your behalf.
Support hours
Monday – Friday, 8 am – 8 pm Pacific Time (Mountain 9 am – 9 pm, Central 10 am – 10 pm, Eastern 11 am – 11 pm, Atlantic 12 pm – 12 am). Closed Saturday and Sunday.
Phone giving you trouble? Call (236) 258-3060
$100 CAD flat for a remote session, anywhere in Canada and the United States. Only with your permission.
Monday – Friday, 8 am – 8 pm Pacific Time. Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate.
We never call, text or email you first. We never show pop-up warnings. We never ask for payment by gift card, wire transfer or cryptocurrency. Remote sessions happen only with your permission, and you can end the session at any time.
Clearpine Technologies is an independent support provider and is not affiliated with, endorsed by, or an authorised service provider of Apple (iPhone, iPad, iCloud), Samsung, Google (Pixel, Android) or any other brand named on this page. Brand names are trademarks of their respective owners. For free manufacturer support, contact the manufacturer directly.