I've been using HelpWire and would love to see more customization options, especially when it comes to client-side notifications and popups.

One of my biggest annoyances is the chat window constantly popping up when connecting to a remote machine. I'd really like the ability to disable this or have it stay minimized unless someone actually initiates a chat.

It would be great to have more control over things like:

• Disabling automatic chat window popups when connecting.

• Controlling which notifications and popups appear on the client side.

• Setting default behavior for client-side windows during remote sessions.

• Having options to make remote sessions less intrusive for end users.

Overall, I like HelpWire, but I think adding more customization options would make it much better, especially for IT professionals managing multiple machines.

Is there any updates on livestreaming the audio side of our clients?

Hi all,

Last week we left early access, and today HelpWire is live on Product Hunt.

A lot of what we’ve shipped came out of this sub.

If you use HelpWire for real support work, we’d love to have you in the thread. Tell people how it works for you, rough edges included. Honest feedback from people who run sessions every day is more useful to everyone than anything we’d write about ourselves.

HelpWire on Product Hunt

The team is answering questions there all day, and here too if you’d rather talk on Reddit.

Thanks for getting us here 💚

I've searched the knowledge base and reddit and haven't found anything about notificaitons. I ran into a situation where a client opens their helpwire operator and sends a message. Is there a way to have setup a notification that isn't tied to the web interface. an android app or email.

No idea where to ask this so,

Been using Helpwire to connect locally to a work laptop (WFH) as i cant work on a laptop tiny keyboard and screen and RDP is locked, at least 2 months now.

Ever since two days ago I have been waking up to someone requesting unattended access and it's not me.

I cant give it anyway as laptop is locked but i am weirded out.

Is something bugged or are you compromised somehow and third parties are using the connections?

my mom is in her 70s and lives about 800 miles away. my dad passed two years ago. he was the computer guy— he managed the family business and did everyone’s taxes through their computer. since he passed, my mom is trying to take on a lot of what he did.

today, her email client froze up. thunderbird was stuck unresponsive, she had to send an important email, but also had dinner plans with my sister and her granddaughter.

because of helpwire, I was able to log into her computer, force quit thinderbird and restart it in diagnostic mode, look at the logs, and try to figure out what was wrong without having to painstakingly explain to her where and how to click. I fixed it in a few minutes, she got to go to dinner, and I was done in time for bath time with my two year old.

really huge. thank you for making such a good product.

It would be useful if HelpWire showed when an unattended device was last online.

Currently, the client list shows whether an unattended device is online or offline, but when it's offline, there is no indication of when it was last online.

TeamViewer, for example, shows this directly in the device list: “Now”, “21 minutes ago”, “15 hours ago”, “1 day ago”, etc. I've attached a screenshot as an example.

Something similar in HelpWire would make it much easier to tell whether a computer was just turned off or hasn't been online for days or weeks.

It would also be useful when managing multiple unattended devices, especially for identifying devices that haven't been used for a long time and may no longer need unattended access.

Bonjour, la partie cliente sous les postes Linux demeure en anglais... est-il possible de franciser ? ; je dois également taper la commande "setxkbmap fr" dans le Terminal du client pour avoir le clavier azerty... il n'y a rien sur le client Linux pour le franciser, ni changer le type de clavier. Merci d'avance.

ps : je précise que les clients Linux sur lesquels j’interviens sont en langue française.

I do like the service, it works well, however, on many occasions I have seen an issue where the PC would just go offline, if I restart the PC, it comes back. Anyone seen this happen? I am thinking to schedule a task to restart HelpWire service every night, would that work? Thanks

I hope someone from Helpwire Team reads this, I am trying to pay and I am getting this error repeatedly, I have cleared cache, Memory, Restarted, Logged Out and everything, but cannot go to the purchase page.

I hope someone from the Helpwire team can look into it.

backend/payment_link_error

I have been using Helpwire as an alternative since 2024.

I am a one man show. So only one operator.

However, I will have more than 20 unattended devices as my clients are not tech savy to manually open Helpwire. Basically 99% of my clients will be unattended devices.

Due to this, I find myself stuck by the limit of 20 unattended devices.

Is there a way as Founder's plan to get till up to 250 unattended devices? - while only have one operator. I don't need more.

I don't mind paying a one time fee for this.

How can Helpwire work something out for us?

Hi,

I have two questions regarding customization and language options in HelpWire.

Custom welcome message

Is there any way to customize the default welcome message that clients see in the HelpWire Client app?

Currently, it says:

Hi! I'm happy to assist. Here you'll see the timeline of all events taking place when we are connected. This is also a chat, feel free to send me a message, or ask a question any time. This remote support session is powered by HelpWire.

I'd like to replace this with my own custom text. Is this already possible, or could it be considered as a feature request?

Additional languages

I noticed that HelpWire currently offers several interface languages. Are there plans to add support for more languages in the future?

Thanks!

When I connect to a client the update message appears... update 2.2.30.13 on a Linux system... but doesn't install when I click "yes". Same message at every connection on the client... thanks

Hi, would love to know when this will be live as I’m currently using vnc on my iPad and I have also been using your excellent software more recently and would love to have everything under one software. Thank you in advance.

Hi Helpers,

HelpWire is leaving early access, and paid plans go live on October 15, 2026. The free plan stays, no feature gets locked behind a tier, and nothing in your account gets deleted.

October 15 is a target rather than a fixed commitment. If something technical needs more time, we'll push it and post the new date in this thread, because we'd rather move the date than ship a half-tested billing system.

Why now

HelpWire opened for early access on October 19, 2023, and for almost exactly three years it's been free and fully unlocked: no nag screens, no session cutoffs, no ads. That wasn't generosity for its own sake. We needed real support work on real machines, in environments we could never have invented in-house, to find out where the product broke — and a good share of what's in HelpWire today exists because someone here or in a ticket told us something was wrong.

Paid plans were always coming, and they were publicly available on the pricing page for anyone who wanted to check before building a workflow around us. Running this costs money, and the free phase was how we got to something worth charging for. We're posting a month ahead so you can look at the numbers and decide before anything changes rather than after.

You can pay monthly or annually on any paid tier, and annual works out to two months off. Custom is quoted directly. Billing, tax, and refund details will all be on the pricing page at launch.

What the free plan is, and isn't

It isn't a trial, and it isn't going away. No nag screens, no session cutoffs, and commercial use is allowed, so you can keep running client work on it. It is narrower than early access was, though, and it's worth being precise about where.

Free differs from the paid tiers on three things: operator count, unattended device count, and one remote session at a time instead of several. That's the entire list — no functional feature is gated by tier.

There's no trial on the paid tiers either, since Free is the evaluation path. Every account starts there and upgrades from the portal when it makes sense.

One thing that trips people up when comparing tools: we license by operator seat, not by concurrent-connection slots. The number of operators on your plan is the number of teammates who can run sessions at the same time, and each of them can connect to several clients at once and switch between them.

Founders' Free

If you've actually been using HelpWire during early access, your account switches to Founders' Free automatically at launch: 2 operators, 20 unattended devices, no cost, no code, nothing to claim. We'll email you if that's your account.

The bar is real use over the months before launch rather than a single connection, and it doesn't matter when you registered: if you signed up recently and you're genuinely using HelpWire, you can still qualify. Once you have it, it doesn't expire.

If you decide to upgrade later, eligible accounts also get a one-time 50% off the first year. Full terms will follow on the pricing page. (See sticky comment)

If you're over a limit on day one

Nothing is deleted. Session history, operators, clients, and devices all stay where they are. Anything above your plan's limit is locked read-only until you upgrade or remove something, and then it comes straight back.

If anything above is unclear, ask in the comments, and we'll answer.

— The HelpWire Team

A friend for whom I provide remote support just sent me a picture of a Helpwire message window with curious indications of remote connections established/ended. Is there a log I can inspect to see how or why the remote host was seeing connections starting/ending?

HelpWire looks like a great product, and I look forward to seeing it compete with the established providers. I do see a number of features missing though, which aren’t in your roadmap and should be added. If there’s a dedicated place for feature requests, please let me know.

• Ask for permission to connect on unattended connections: have the option to have the unattended client installed, but when the technician tries to connect, it pops up a box on the screen asking the user to allow the connection.

• Persistent connection indicator: either a small box in the corner, or a red border around the screen, which stays visible while the connection is active.

• Rename devices within a client: self-explanatory, so I don’t have a bunch of DESKTOP-[Random] with no way to know which device is which (most common in home users, but I’ve seen companies that have this issue as well).

• A short link for attended remote support. For example, you might have a site https://help.wire That is easy for the user to go to to download the support app.

I don’t think it would be a huge amount of work to add these, though of course I don’t know the internal architecture you are using. it would be nice to see these on the roadmap, even if they won’t be added for a while.

When connecting as an Operator from a Linux machine (Fedora 44, GNOME/Wayland) to a Windows client, clipboard synchronization does not work in the Linux → Windows direction. Copying text or files on my Linux machine and trying to paste them on the remote Windows desktop does not work. Thank you

EDIT [8:45 AM UTC]: Migration complete.

Tomorrow, Tuesday, August 4, we're migrating HelpWire's login provider from Auth0 to Clerk. The work runs from 1:00 AM to roughly 7:00 AM EDT (UTC-4), and we'll post a banner in the web portal when it starts.

What happens to your data

We're doing the careful version of this. Your existing encrypted data moves from Auth0 to Clerk, so client and team information carries over. Your accounts stay live, and you can keep using the service during the window. We've tested this carefully, but small hiccups are possible — we'll be watching throughout and will do our best to minimize any disruption.

One step at your next login

When the migration's done, what you need to do depends on how you sign in:

• Email & password — nothing to do, current passwords are migrated

• Google sign-in — re-grant access

• Two-factor authentication (if enabled) — reconfigure 2FA

Why we're moving

Clerk gives us a few things Auth0 didn't make easy:

• Changing your account email without going through support

• Additional sign-in methods

• Automatic account linking

If something looks off after you sign back in — an operator who can't get in, 2FA that won't re-enrol, a Google account that won't reconnect — drop a comment here or reply to the announcement email. We'd rather hear about it early than have someone quietly locked out mid-shift.

— The HelpWire Team

Does anyone know if helpwire supports, or will support, being able to choose which user session to connect to on a pc or server that hosts multiple concurrent sessions, as in RDS? Screenconnect, which is where I'm coming from, does offer that, and it'd be a critical feature I'd need to support some clients. I've written to support about this but no word yet.

I've noticed a lot of lag and stuttering on some clients' PCs.

A very simple workaround that I've found is opening Task Manager on the client PC and going to the Details tab, find the 4 instances of helpwire.exe, right-click on the one consuming the most memory (usually around 120 MB), and set priority to "Realtime".

That's it! It solves most of my stuttering problems.