To join a Zoho Assist support session, get the session ID or invitation link from the technician, open it, enter your name, download the customer connection app if prompted, and approve the consent request. Customers generally do not need a Zoho account. On phones, use the Zoho Assist Customer App and the session key supplied by the technician.
Before you start
- A session ID (usually a 9-digit code) or invitation link from a technician.
- An internet-connected Windows, Mac, Linux computer, Android phone, or iPhone/iPad.
- Permission to download and run a customer application, if your device requests it.
- Confirmation that the invitation came from a support organization you contacted or recognize.
Zoho Assist attended support requires you to be present at the device. The technician must start the session before your code or link can work. See Zoho’s remote-support overview.
Join with a session ID on Windows, Mac, or Linux
- Ask the technician for the session ID.
- Open https://join.zoho.com/.
- Enter your name and the session ID, then select JOIN SESSION.
- In the new window, select Agree and Download.
- Open the downloaded customer application. On Windows, Zoho’s current instructions identify it as
ZA_Connect.exe. - Follow the prompts and select JOIN if that button appears.
- Wait for the technician to accept you or begin the session.
This download is the customer-side runtime for the attended connection, not the technician’s full Zoho Assist console. The current instructions are documented on Zoho’s Join Session page.
Join with a direct invitation link
- Open the link sent by the technician through email, chat, or another trusted channel.
- Check that it came from the organization you expect; do not open unsolicited remote-support links.
- Enter your name and select JOIN SESSION.
- Select Agree and Download when prompted, run the customer application, and select JOIN if requested.
A link normally fills in the session details for you, but it can stop working if the technician ends or replaces the session.
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Join from an email invitation
- Open the Zoho Assist message from your technician.
- Select JOIN SESSION.
- Check the prefilled name and session ID, correcting your name if necessary.
- Select JOIN SESSION, then DOWNLOAD.
- Run the downloaded customer application and complete the consent or join prompt.
Join from an SMS invitation
- Open the invitation link in the text message.
- Follow the on-screen instructions and enter your name if requested.
- Download and run the customer component if prompted.
- Confirm the session and wait for the technician.
Button labels can vary by phone, browser, and operating system.
Join on Android
- Open Google Play Store and search for Customer App – Zoho Assist.
- Install and open the app, complete onboarding, and select I Agree & Continue.
- Install the required universal add-on if the app requests it.
- Enter the session key supplied by the technician and select JOIN.
- When the consent prompt appears, enable the checkbox and select Allow.
- Select Start Now to enable screen sharing.
Android control and sharing capabilities vary with the manufacturer, Android version, and add-on. Screen sharing may work even when full remote control does not.
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Join on an iPhone or iPad
- Open the App Store and search for Customer App – Zoho Assist.
- Install and open the app, then complete onboarding and any requested add-on installation.
- Enter the technician’s session key and select JOIN.
- Accept the consent prompt.
- Select Start Broadcast to begin iOS screen broadcasting.
iOS uses the system broadcast flow. Remote-control capabilities are not identical across phones and tablets.
Use the Quick Support plug-in
- Open the Quick Support URL supplied by the technician.
- Choose your computer’s operating system on the installer page.
- Download and run the installer.
- Open the Zoho Assist Quick Support plug-in.
- Open the Join Session tab, enter the session ID and your name, and select Join.
This is an alternative to the temporary browser download path. Details are in Zoho’s customer join instructions.
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What happens after you join?
- The technician may see your screen only after you join and grant consent.
- Remote control can require a separate approval; seeing your screen is not the same as giving control.
- Keep the customer application open while support is in progress.
- Either party can end the attended session. Close the downloaded component afterward if you no longer need it.
Ask whether anything persistent or unattended was installed. Unattended access is materially different because it can allow a later connection without you sitting at the device.
If Zoho Assist will not let you join
| Problem | What to check |
|---|---|
| Invalid session ID or no session | Re-enter the code, confirm the technician clicked Start or Start Now, and request a fresh invitation if the session was restarted. |
| The link does nothing | Confirm the sender and link, try an up-to-date browser, or ask the technician to resend it. |
| Download or executable is blocked | Check the browser downloads panel and security notifications. On a managed device, contact IT; do not routinely disable antivirus, firewall, or browser protections. Ask whether an approved Quick Support deployment is available. |
| The technician cannot see you | Accept the consent prompt, keep the customer app open, and verify that you used the correct Zoho Assist app rather than Zoho Lens or another product. |
| macOS requests permissions | Approve only the screen-recording, accessibility, or remote-control permissions necessary for the trusted session. Names and locations differ by macOS release. |
| Mobile control is unavailable | Use screen sharing if supported, check whether the Android add-on is installed, and recognize that full control is not available uniformly across devices. |
| The session ended unexpectedly | Ask the technician to start a new attended session and send a new code or link. |
Make sure the invitation is for standard Zoho Assist Remote Support. Zoho Lens and cobrowse use different workflows; Lens has separate join instructions.
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Stay safe during remote support
- Join only sessions initiated by a provider you contacted or recognize.
- Never give an unknown caller a session ID.
- Read each consent prompt and watch what the technician does.
- Do not reveal passwords, one-time authentication codes, banking details, or private documents.
- End the session when the work is complete and ask whether unattended access was installed.
For technicians: what to send customers
Send either the session link or the session ID and tell the customer which route applies: browser, email, SMS, Customer App, Quick Support plug-in, Zoho Lens, or cobrowse. Zoho documents invitations by session ID, copied link, email, and SMS on its Invite Customer page. A customer widget can also let users join from a support company’s website; see the customer widget documentation.
If you are choosing remote-support software
The customer does not need to buy a plan to join someone else’s Zoho Assist session. Zoho offers Free, Standard, Professional, and Enterprise editions; current features and prices should be checked on the official pricing page. Businesses comparing tools can also review TeamViewer Remote, AnyDesk, and Splashtop based on concurrent sessions, unattended access, mobile support, recording, file transfer, and administration.
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