Question 1

How do iHelp sessions work?

Accepted Answer

Most sessions happen remotely, on a screen share from wherever you are in the UK. If you'd rather meet in person, we come to your home in Dorset or meet somewhere public, like a café. We don't have a shop, so every session comes to you.

Question 2

How does a remote session work, and is it safe?

Accepted Answer

On a Mac we use Apple's own Screen Sharing, which connects through your Apple Account. You approve the request before anything happens, you can watch everything we do, and you can end the session at any time. For iPhone and iPad we'll agree the easiest way to connect when we book.

Question 3

How far will you travel?

Accepted Answer

There's no limit. Travel within 3 miles of our Dorset base is included, and further out there's a call-out charge, which we'll always confirm with you before anything is booked.

Question 4

How quickly can I get a session?

Accepted Answer

Send us a request with a few lines about what's going on, and we'll reply, usually within a working day, to agree a time that suits you.

Question 5

Do you help businesses?

Accepted Answer

Yes, we help businesses as well as individuals. Tell us what you need when you get in touch and we'll suggest the best approach, whether that's a one-off session or a retainer.

Question 6

How much does a session cost?

Accepted Answer

Sessions are charged by time: £30 for 30 minutes or £50 for an hour. In-person visits more than 3 miles from our base also have a call-out charge.

Question 7

How do I pay?

Accepted Answer

There's nothing to pay when you book. You pay by card on the day, on a secure payment page that opens on your phone, or by invoice if we've agreed that beforehand.

Question 8

What's a retainer?

Accepted Answer

A retainer is a block of hours you buy in advance, from £280 for 6 hours, to use whenever you need help, remotely or in person. It suits regular lessons or ongoing support. Hours expire 12 months after you buy them unless you renew within 30 days, and call-out charges are separate. If you create an iHelp account with the same email address, you can see your hours left in your account.

Question 9

Can I buy support time as a gift?

Accepted Answer

Yes. You can buy support time online as a gift for someone, which makes a good present for a parent or grandparent with a new device.

Question 10

What is iHelp AI?

Accepted Answer

It's an assistant on our website that answers questions about iPhone, iPad, Mac and Apple Watch without the jargon, at any time of day. It's ideal for quick questions that don't need a session.

Question 11

Is iHelp AI free?

Accepted Answer

Yes. You can ask one question without an account, and a free account gives you 5 questions a day and saves your chats. If you need more, iHelp+ removes the daily limit for £5.99 a month.

Question 12

Can I trust its answers?

Accepted Answer

It's designed for everyday Apple questions, but like any AI it can make mistakes, so check important steps on support.apple.com. If an answer doesn't work, tap Report an issue underneath it, or book a session and we'll sort it with you.

Question 13

What happens to my chats?

Accepted Answer

When you're signed in, your chats are saved to your account so you can come back to them. Free accounts can see their last 7 days of chats and iHelp+ members can see everything. Questions asked without an account are deleted automatically after 12 months.

Question 14

How do I delete my account?

Accepted Answer

Go to Account and choose Delete your account. It removes your account, your saved chats and any iHelp+ subscription straight away.

Question 15

Do you offer repairs?

Accepted Answer

For most hardware repairs we recommend going to Apple, because genuine parts avoid problems that third-party parts can cause later. It does depend on the device and the fault, so get in touch and we'll advise.

Question 16

Can you help me choose and set up a new device?

Accepted Answer

Yes. We can recommend the right model for how you use your devices, then set it up and move everything across from your old one. Our buying guide covers what's worth buying right now, and sourcing a device for you is something we look at case by case.

Question 17

Do you earn money from the buying guide?

Accepted Answer

Some buy buttons are affiliate links, so we may earn a small commission if you buy through them, at no extra cost to you. It never changes our verdicts.

Question 18

Are you part of Apple?

Accepted Answer

No. iHelp is an independent business and isn't affiliated with Apple. We started out at an Apple Premium Reseller in Dorset and keep up with Apple's own retail training, but our advice is our own.

Questions, answered

Sessions and visits

Prices and payment

iHelp AI and your account

Buying advice and repairs

Questions, answered

Sessions and visits

Prices and payment

iHelp AI and your account

Buying advice and repairs