Remote support

Let Matthew see your screen.

He works on the problem with you and hands it straight back. Nothing is installed, and you watch every moment of it.

Windows

One file. It runs, it does not install, and it leaves nothing behind.

Download the helper

Windows 10 and 11 · 23 MB

Mac

Apple insists you click the permissions through yourself, so the first Mac setup is guided. Ten minutes, once.

Phone 07402 211888

Or follow the steps below

Either way, ring 07402 211888 when you are ready. Nothing happens until you read Matthew the code on your screen.

The file and the window both say RustDesk. That is the software this service runs on.

Setting a Mac up yourself — if you are comfortable with a terminal

AA one-off session

What almost everyone wants. Nothing is left running afterwards.

Install the official client from rustdesk.com/download — Apple Silicon and Intel builds — or brew install --cask rustdesk.

Copy this to your clipboard, then in RustDesk open the three-dot menu beside your ID and choose Import Server Config:

9JSPvlFR5hFVkRHSDVjSsd2bGhEZxwkb1pnZNRHbnZENxQVeRl0awYEWnlDVmJiOikXZrJCLiIiOikGchJCLiIiOikXYsVmciwiIpFmLpFGd0FWbus2clRGdzVnciojI0N3boJye

Or set it by hand. The fields stay greyed out until you click Unlock Network Settings under Settings, Network:

ID server   rustdesk.mattai.ai
Key         fT9gXF0kIQyT14FgltMfzunL1dHFoglJ5CHtdTXyDYo=
Relay and API: leave both blank.

macOS then asks for Screen Recording, Accessibility and Input Monitoring. All three are needed — without the last one the mouse works and the keyboard does not, which reads as a bad connection. Choose Quit & Reopen rather than Later, and expect to drag RustDesk into the Input Monitoring list by hand.
Read Matthew the ID and password from the main window.

BLeaving it installed permanently

Only if Matthew has asked you to. This installs a support agent that keeps running and starts with the machine. Apple Silicon only — an Intel Mac is refused on purpose.

Download MattAI-RustDeskSetup-macOS.zip (25 MB), unzip it, and run the two phases in order:

cd MattAI-RustDeskSetup-macOS

sudo ./install.sh -d .            # app + config
# grant the three permissions it prints, then let
# it install the system service when it asks

sudo ./install.sh --set-password  # prints ID + password ONCE
sudo ./install.sh --verify

Write the ID and password down the moment phase two prints them. They cannot be read back afterwards.
The order is not optional. The config has to be written before the service starts, or the machine ends up pointed at the public RustDesk servers instead of Matthew's. The script enforces it.

What happens

Open the file you downloaded. A small window shows an ID and a password. If Windows offers a firewall prompt, click Allow — that is expected.
Read those two out to Matthew. He cannot connect without them, and they are different every time.
Your screen appears on his. He can move your mouse and type. You see everything as it happens, and you can talk it through.
Close the window when the work is done. The connection ends there and then, and that code stops working.

You stay in control

Nothing is installed. Close the window, delete the file, and nothing of it is left behind.
Matthew cannot get in on his own. He needs the code that only ever appears on your screen, only while that window is open.
Stop it whenever you like. Say what is off limits before you start, or close the window. You never need a reason.

If you did not ring Matthew first, close this page

No genuine support desk — not Microsoft, not your bank, not BT — rings you out of the blue and asks you to install something so they can fix your computer. Only ever run this while you are on the phone to Matthew, on a number you already had for him.

Stuck

Ring 07402 211888 or email m@mattai.ai. If the download will not run at all, ring anyway — some work computers block it, and there is another way in.