Remote Assistance Customer Support

How do I set up a Help Lightning account?

If your company is a current customer of Help Lightning, see your administrator or you can contact our support team. You must get an invitation from an administrator to join your company’s site.   

If you are new to Help Lightning, contact our sales team here.  

How do I reset my password?

Access the Help Lightning app on your mobile device or on your computer/Windows tablet at

You will be presented with a sign in screen. Type in your login and hit Next, then tap “forgot password” and follow the prompts.

How do I get the Help Lightning app?

On your mobile device, click on these links to download the app from the App Store (Apple) or Google Play store (Android).  

Using your web browser, no installation is needed. Use Chrome, Firefox, or Edge (Chromium) or Safari to access

How do I know what version of the app I am on?

For iOS, go to Account and tap About

For Android, go to the top menu and tap About

What devices can be used with Help Lightning?

Mobile Devices:  Any iOS or Android device will work. We support the current operating system, plus up to 2 previous versions.
Web Browser:  On the web, go to  We support the following browsers:  Safari, Firefox, Edge(Chromium), or Chrome.
Smart Glasses:  We currently support Vuzix, RealWear, and Zebra glasses.

Is any additional equipment needed?

For the desktop, an external camera is needed in order to set up an environment to give help.     

Additional suggested equipment includes:

  • Tablet stand – if using a tablet to give help.
  • Earphones – if in a loud environment.
  • White mat – to place under your camera to Give help

What bandwidth is required?

A minimum of 1 Mbps upload and download is required for calls; if your speed is much lower than this, you may have connectivity issues.    

We recommend you check your access and connectivity by clicking on the following URL and perform a precall test:

How much data does a Help Lightning call use?

Help Lightning uses an average of 5MB/min. e.g. On a 15 min call you would use 75MB of data.

If you do not see your answer here, please check our list of remote assistance questions to see if the answer you are seeking is there. Or, please use the support form to your right and send us your question. We will get back to you as soon as possible.

For support with the application, refer to the Help Lightning training page. You can also contact your Help Lightning administrator, or contact our support team directly by completing the form on this page.

We’re happy to help—it’s what we do best!

If you need access to a Help Lightning account, please contact your company’s Help Lightning administrator. Business accounts are activated via an email invitation that your administrator will be able to send you.

If your company does not have Help Lightning yet, please contact our sales team for more information.

Send Us A Support Request

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