What this help covers

This help may concern simple familiarization: plugging in a charger, checking the battery, identifying useful buttons, explaining a notification, adjusting brightness, sound or display, finding a contact, sending a message, starting a video conference, organizing a few shortcuts, checking an Internet connection or calmly explaining a basic function.

The support can also help prepare a question for a phone operator, IT support, an administration, an insurance provider or a trusted reference person. The person must remain in control of their choices: they enter their own passwords, codes and sensitive information, and every action must be explained before it is carried out.

Digital points to watch

• A password, PIN code, verification code or recovery phrase must not be dictated, photographed, recorded or kept by simple help.
• The person must remain in front of the screen and give agreement before a message, photo, document, account or private app is opened.
• Installing an app, activating synchronization, sharing a photo, authorizing access or changing a setting can have consequences for personal data.
• An urgent message, money request, unusual link, fake technical support or threat of blocking must immediately slow the situation down.
• A device that does not clearly belong to the person must not be viewed, unlocked or modified without legitimate authorization.
• For a person who is fragile, tired or has memory difficulties, changing the home screen, icons or habits too quickly can create disorientation.
• Backups, updates, deletions, cloud synchronizations or resets can lead to data loss if they are poorly understood.
• Financial, medical, social, family or administrative data require a stricter framework than ordinary digital help.

Preferred providers

Before the intervention

• Identify the device concerned: smartphone, tablet, computer, brand if known, available charger, Internet access and legitimate owner.
• Clarify the exact goal: video call, message, simple setting, contact, calendar, photo, known app, simple document or question to prepare.
• Confirm that the person is present, understands the request and gives agreement for each step.
• Define what must not be opened: private messages, photos, personal documents, bank accounts, medical files, contracts or sensitive family information.
• Let the person enter passwords, PIN codes, verification codes and sensitive information themselves, without memorizing or noting them.
• Check whether there is an emergency, suspected scam, blocked account, money request, threatening message or outside pressure.
• Explain each modification before making it and avoid irreversible changes or changes that are difficult to find again.
• Do not take any screenshot, photo, document copy or note containing personal data without clear agreement and real necessity.
• Refuse the intervention if the person cannot clearly consent, if the device belongs to a third party, or if the request concerns a payment, fraud, official decision or security risk.

What DomusHelp does not cover

• E-banking, payments, transfers, online purchases, cryptocurrencies, investments or financial transactions.
• Administrative, tax, legal, medical, social or insurance decisions on behalf of the person.
• Creating, recovering, changing or keeping passwords, PIN codes, digital identities or authentication methods without a qualified framework.
• Bypassing protections, unlocking an unknown device, accessing a third-party account or using a device without clear authorization.
• Hardware repair, virus removal, cybersecurity investigation, data recovery or installation of remote access tools.
• Installing surveillance, hidden recording, remote control or tracking apps on a person without a legal framework and explicit consent.
• Handling health data, social data, bank files, contracts, official documents or sensitive family information without an appropriate framework.
• Promising total security, absolute confidentiality, guaranteed data recovery, technical compatibility or complete protection against scams.

Need help with a smartphone, tablet or computer in the district of Conthey?

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