What this help covers

This help may concern simple digital guidance: explaining the main functions of a device, increasing text size, improving contrast, organizing the home screen, creating a visible shortcut, checking an existing Wi-Fi connection, helping to find a photo, sending a simple message, starting a video call, organizing a few files, preparing a basic backup or explaining good reflexes when faced with a suspicious message.

The aim is not to take control of the device, manage sensitive accounts, guarantee cybersecurity or replace a banking, administrative, medical, legal or technical service. The aim is to help the person understand, regain confidence and remain in control of their digital use, while identifying situations that require a qualified professional or an official contact point.

Specific points to watch with digital support

• A digital helper must not read private messages, photos, documents, emails or histories without clear consent and real necessity.
• The person should enter their own passwords and codes whenever possible, without dictating them or allowing a third party to store them.
• A call, message or email asking for money, a code, a gift card, a family emergency response or a remote connection must be treated with caution.
• A remote control, tracking, location-sharing or surveillance application can create a risk of abuse if the person does not understand exactly what they authorize.
• An update, deletion, reset or synchronization can change or lose data if done too quickly.
• A vulnerable, isolated, confused person or someone under family pressure may accept a digital manipulation without understanding its consequences.
• Digital support must strengthen the person’s autonomy, not create an invisible dependency on a provider, a relative or an account controlled by someone else.

Preferred providers

Before the intervention

• Identify the exact device concerned: smartphone, tablet, computer, printer, router or accessory.
• Clarify the request: learn, adjust, find, connect, explain, secure, back up or refer to official support.
• Check who owns the device, who owns the account and who authorizes the intervention.
• Ask whether the request concerns money, a bank, insurer, administration, health portal, contract, private documents or sensitive data.
• Check whether the person understands what will be done and whether they can stop the intervention at any time.
• Never write down, photograph, store or transmit a password, bank code, recovery code or two-factor authentication code.
• If necessary, plan for the presence of a trusted relative or authorized representative when the person is vulnerable, anxious, confused or under pressure.
• Refuse any intervention if account access, consent, safety, confidentiality, responsibility or the legitimacy of the request is not clear.

What DomusHelp does not cover

• Management of e-banking, transfers, payments, bank cards, loans, cryptocurrencies or financial decisions.
• Tax return, legal step, contract signature, power of attorney, cancellation, major purchase or binding administrative decision.
• Access to or modification of a medical file, health portal, prescription, examination result or sensitive health information.
• Storage, request or transmission of passwords, bank codes, recovery codes, two-factor authentication codes or identity documents.
• Unlocking a device without clear proof of ownership, bypassing security, accessing someone else’s account or intrusive data recovery.
• Installation of surveillance, tracking, remote-control, spyware or location tools that could monitor a person without free and understood consent.
• Promise of total cybersecurity, guarantee against scams, compliance certification or responsibility for data loss.
• Intervention when a person is confused, under pressure, in family conflict or unable to understand the consequences of the requested manipulation.

Need help with a smartphone, tablet or computer in the district of Saint-Maurice?

DomusHelp can help clarify the request, distinguish simple digital support from a sensitive or technical situation and refer the person to an appropriate local provider.