Remote Assistance Software Questions

Read the answers below or contact us.

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.

The link for my Help Lightning account invitation has expired. What do I do now?

Invitations do expire after 45 days. 

First, check to make sure you aren’t already set up! If you have already accepted your invitation, it will no longer be valid. If you are not able to log in, contact your administrator so that they can send a new invitation.

I cannot log into my account, but I previously set one up.

Here are some possibilities:

  • You may have forgotten your password. If so, please reset it! (See Q: How do I reset my password?)
  • You are trying to log into the web app (at with a username associated with a personal (non-business) account. See your system administrator.
  • Your may have been deactivated. Please contact your system administrator for more details.

When I log into Help Lightning, I do not see my other team members.

If you previously set up a personnel account with your company email, you may be logged into it.  The top of the screen will display the account you are logged into. If your company name is not displayed, you will need to find the invitation to your business account and accept it. This will move your account over.

However, if you are in your business account, you may be set up in a restricted group. Contact your administrator.

Why did the receiver of my call not see my call come through?

If the receiver of your call is connected to the internet and has their device powered on, they may still miss your call if they have notifications turned off. Make sure you enable notifications for Help Lightning to be alerted. If you are using the browser version, a tab with loaded must be open for you to receive a call.

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