How to help your parents with their Mac from a distance

Short answer: you need a way to see their screen, point at things and, now and then, take over the mouse. On a Mac you can do that with Apple's built-in screen sharing, or with an app like Pairio for Mac, where your parent clicks your name and you are looking at their screen within seconds. Whatever you choose, set it up once when you are together, because the first time is the hard part.

Why helping over the phone is so hard

"Click the blue button." "Which one?" "Top right." "There is nothing there." Most of the time is lost because you cannot see what they see. Their window is a different size, a pop-up is in the way, or they are in a different app altogether. The moment you can see their screen, a 20-minute call becomes a 2-minute fix.

Step 1: set it up once, ideally in person

Do this during a visit, or on a video call with their camera pointed at the screen. It takes about 5 minutes.

1. On their Mac, go to pairio.app and download the app. Do the same on your own Mac.
2. Sign in. You get a 6-digit code by email, or you can sign in with Google. If the code does not arrive, check the spam folder or use Google.
3. Pairio asks for two macOS permissions: Screen Recording, so you can see the screen, and Accessibility, so you can take over the mouse when they want you to. Pairio explains each one before macOS asks. Click allow, and let the Mac restart the app when it asks.
4. Add each other as contacts: invite the other person with their email address.
5. Do a test call. Let your parent click your name in the Pairio menu at the top of the screen. That is the one thing they need to remember.

Step 2: when they need help

1. They call you by clicking your name in the Pairio menu. No link to send, no meeting to plan.
2. They share their screen. You now see exactly what they see, sharp enough to read small text.
3. Point instead of explaining. Use the pen to circle the button they need. A circle is clearer than any description.
4. Let them click. They learn more when they do it themselves, and next time they might not need you.
5. Take over only when needed. For a fiddly setting, you can take over with your own mouse and keyboard. They see everything you do.
6. Send a file if needed. A form, a manual or a photo can go straight from your Mac to theirs during the call.

Keep it safe

The same idea that makes remote help useful is used by scammers who call and pretend to be from the bank, Apple or Microsoft. Make two simple rules with your parents:

• Only share your screen with people you call yourself, from your own contact list. Never with someone who calls you out of the blue.
• You type your own passwords and bank codes. The helper looks away or waits. Pairio can hide apps such as Mail and Messages from the person watching, but passwords are always typed by the owner.

In Pairio, nobody sees your screen unless you are in a call with them and you start sharing. You can stop sharing at any moment.

Other ways to do this

Option	Good for	Watch out for
Apple's built-in screen sharing (via Messages, FaceTime or the Screen Sharing app)	Free and already on every Mac. If it works well for you, keep using it.	Setting it up from a distance can be hit and miss, and the steps differ between macOS versions.
Pairio for Mac	One click to call, sharp screen, drawing to point, taking over, sending files. Free for 10 hours per month.	Works best when both have a Mac with the app. From Windows, your parent can join from a browser; then you can point, but not take over.
Chrome Remote Desktop	Free, works on Windows and Mac through Chrome.	Your parent has to generate a code and read it out each time; no pen to point.
TeamViewer or AnyDesk	Works on Windows, Mac and phones; can connect when nobody is at the computer.	More complex, and well known from scam calls, which makes some parents wary.
A phone call and patience	Always available.	Slow and frustrating for both sides.

When Pairio is not the right choice

• Your parent only uses an iPad or an iPhone. Pairio is made for computers.
• Your parent uses Windows and you really need to take over their computer. They can join a Pairio call from their browser and share their screen, so you can see it and draw on it to show the way, but taking over is only possible on a Mac with the app.
• You need to fix their computer while they are not there. Pairio only works when you are in a call together.

Questions people ask

Is it free? Yes for most families. Everyone gets 10 hours of calls per month for free, with every feature. Pro, with unlimited hours, is $15 per month.

Can my mom call me, or do I always have to call her? Both work. Anyone in your contacts can call you with one click.

Can you see my screen without me knowing? No. Someone can only see your screen when you are in a call with them and you have started sharing.

Does it work on an older Mac? Pairio needs macOS 15 Sequoia or later. It works on both Intel Macs and Apple Silicon Macs.

My dad uses Windows. Can we still use Pairio? Yes, he can join your call from his browser without installing anything. When he shares his screen from the browser, you can see it and draw on it to point at things. Taking over his mouse is only possible when the shared screen is a Mac with the app.

Can I help with their iPhone? Not with Pairio. It works on computers: the Mac app, or a browser for the other person.

Is Pairio the same as PairioBridge or Pario? No. Pairio for Mac (pairio.app) is not related to PairioBridge or Pario.