Start by describing the task, not your login
Digital services can be difficult to navigate, especially when a form is unfamiliar, instructions are unclear or an accessibility feature does not work as expected. You may need help from a friend, a community worker or the service’s support team. In most cases, they can help you understand the next step without signing in as you.
Before asking, write down where you got stuck. For example: “I can open the appointment page, but I cannot find the button to change the time.” Note any error message, but leave out passwords, verification codes and answers to security questions. A clear description makes it easier for someone to guide you while you remain in control of the account.
Choose a way to get help that keeps you in control
If someone is helping you in person, you can hold your own device and ask them to talk you through each step. If you are comfortable letting them point to items on the screen, ask them to explain what they are doing before they touch anything. You can pause whenever a page asks for private information. Enter your password yourself, where others cannot see it.
For help at a distance, use the service’s support options or a trusted local assistance provider. Start from the service’s website or app rather than a link sent by an unexpected caller or message. A support worker may be able to explain a process using the names of menus and buttons, or offer an accessible contact method such as phone, email or chat. Available options vary by service, so ask what alternatives exist if one method is hard for you to use.
Share only what the helper needs
A screenshot can show a confusing page, but check it before sending. Crop or cover your name, address, account number, messages and any other details the helper does not need. Be particularly careful with screenshots of payment pages, identity documents and account settings. You can often describe an error in words instead of sharing the whole screen.
Screen sharing may be useful when explaining a layout or an accessibility problem. If you use it, share only the relevant window when possible, close unrelated documents and notifications, and stop sharing before entering a password or viewing sensitive information. Do not give someone remote control of your device simply because they offer it. If you do not understand what a requested action will do, ask for an explanation first.
Keep passwords and verification codes private
Your password is for signing in, not for proving to a helper that you need assistance. The same caution applies to one-time codes sent by text, email or an authenticator app. Such codes can allow a sign-in or approve a change to your account. Type them yourself only when you have deliberately started that action through the service’s usual website or app.
If someone says they cannot help unless you tell them your password or read out a code, stop and check through a contact route you found independently. You can ask whether the service offers account recovery, a delegated-access feature or another supported way to receive assistance. Do not assume that giving another person your login is the only way to complete the task.
Finish the task and check your account
When the issue is resolved, make sure you understand what changed. Review any confirmation shown by the service, sign out of a shared device and take back any documents you brought with you. If someone helped you change account settings, check that the contact details and recovery options still belong to you.
If you have already shared a password, change it through the service’s normal account settings or recovery process. If you used that password elsewhere, change it on those accounts too. Review recent account activity if the service offers that feature, and contact its support team through a route you locate yourself if anything looks unfamiliar. Asking for help is a useful digital skill; keeping control of your sign-in is part of it.
