Most problems are one of four things. If none of these is yours, write to us.
Questions about price, privacy or platforms are answered in the Poket PC FAQ.
The helper needs two macOS permissions: Screen Recording to see the display, Accessibility (Device Control and Data Access on macOS 27) to move the pointer and type. Open the helper’s menu-bar icon — it shows the live status of both and a button that takes you to the right System Settings pane. macOS sometimes revokes Screen Recording after an update; the menu says so when that happens.
On the same WiFi, the phone discovers the helper automatically — check both are on the same network and that the helper is running. Away from it, connection goes through the relay, which needs no setup. If discovery fails but the relay works, your network may block local discovery (common on guest and corporate WiFi).
After you scan the QR code, the phone shows six digits: pair only if they match the digits on the computer’s screen. Those digits are mixed into the encrypted handshake, so a code from an old or closed pairing window fails rather than connecting. Choose Pair New Device on the computer again for a fresh code, and scan that one. Three failed attempts close the pairing window.
On the computer, open the helper’s menu and revoke it. Revoking cuts any live session immediately and stops that device connecting again.
Email support@poketpc.com. Include what you were doing, which platforms were involved, and the app version from Settings.