Customer guide

• The web app is at https://app.ifixedit.io and works in your browser.
• The Mac app is free at https://ifixedit.io/download. It runs on Apple silicon Macs (M1 and later) with macOS 12 or later.
• The Windows app is coming soon. The iPhone and Android apps are coming soon.
• Every app uses the same account and shows the same tickets. Plans and billing are managed on the web.
• Not sure which to use? See Which iFixediT should I use? at https://ifixedit.io/download.

• On the web, sign in with email and password, or Continue with Google.
• In the Mac app, sign in with email and password. Google sign-in comes with the next Mac update.
• Sign in with Apple comes with the iPhone app.
• If you create a password account, confirm your email first. The confirmation message comes from iFixediT.

• The welcome asks what is giving you trouble and what you use, then shows the question it will ask Fixie.
• Nothing is sent until you tap Ask Fixie. Every screen can be skipped.
• You can replay the tour any time from Settings > Take the tour.

• Type a question, or call Fixie and talk instead of typing.
• A chat uses 1 credit. Reply as much as you like in that conversation until it ends. A voice call uses 2 credits, and only if Fixie picks up.
• The free plan, Community, includes 10 AI chats per month with no card needed. Credits refill every month.
• The first time you use Fixie, the app explains what it sends and what it keeps. Choose Agree and continue to start, or Not now.

Tip. Describe what you see on screen and what you already tried.

• Tap Chat with an agent on Home, or ask for a person from a Fixie chat. Your ticket and the conversation history go with it.
• Starting a new case uses 1 credit. Your open chat is free to rejoin.
• Talking to a person is part of the paid plans. Community covers Fixie. Billing help goes to our staff and is always free.
• A priority session puts your request at the front of the line for a person. It moves you up the queue. It does not promise a reply time.
• All contact stays inside the app, in chat and calls. Agents see your first name only.

• Protected computer means security running on your computer, and people who check on it. It is for Windows and Mac computers.
• Solo & Remote covers 1 computer, Business covers 3 and Business Pro covers 5.
• Installation is opening person by person. Tap Join early access and we will tell you when it opens for you. Then install it on each computer you want to protect, and it shows up in Your computers.
• Need more computers than your plan covers? Extra computers are $24.99 a month each. They are added on the web at app.ifixedit.io, not in the App Store or Google Play.
• We watch and respond during support hours. This is not a backup, and no protection stops every threat.

• Open a computer in Your computers and choose an Autopilot setting: On, Ask me first, or Off.
• With Autopilot on, Fixie fixes small, safe things on its own. It tells you 15 minutes before each fix, so you can tap Run now or Cancel, and it tells you when the fix is done.
• With Ask me first, Fixie asks you to tap Allow every time.
• Anything involving your files, accounts or security settings always goes to a person.
• You can set quiet hours, when Fixie runs no fixes on its own, or choose Never touch this computer.
• What Fixie did lists every fix. If a fix did not work, tap Get help with this to open a case with an agent.

• Sign in to the phone app and the Mac app with the same account and the two work together.
• From your phone you can see whether the app is open on your computer, check the connection, and continue a Fixie chat on the computer.
• The computer always asks first. Nothing opens until you tap Open.
• The phone apps are coming soon, and the link comes to the Mac app with its next update.

• On a plan with more than one seat, Billing has a Team tab. Add a team member by email.
• Someone who already has an account gets an invitation on their Billing page, and joins only when they tap Join team. Someone new gets an email to set their password.
• Team members share the plan's credits. The plan owner can see the titles and status of requests from everyone on the plan.

• Open Settings > My setup.
• Sections: Your devices and software, Notes for Fixie, What Fixie has noticed, Repeat issues, and What Fixie remembers.
• You can correct a fact, forget a fact, or forget everything. Forgotten facts are not relearned, and what you enter yourself always wins.
• Facts older than 24 months are deleted, except your own corrections.

• Technician visits open in your area once enough people near you sign up. Remote support is available now.
• Tap Tell me when it opens in the app and we will tell you when visits open near you.
• Fixed prices: Level 1 is $99 (laptop screen or battery replacement, minor fixes), with parts included. Level 2 is $149 (board repairs, water damage, multiple components). Level 3 is $199 (data recovery, complex diagnostics, full rebuilds). Parts are not included for Level 2 or Level 3.
• The technician confirms the level in person. If the job is bigger, you are asked to approve a new fixed price, or you can cancel.
• You see the price before you book. Your card is authorized when you book and charged after the job: when you confirm it, or 48 hours after the technician marks it done. Visits covered by your plan need no card.
• Business includes 2 visits a year and Business Pro includes 4, once visits open in your area.
• Chat, Call and Video reach the technician inside the app.

Tip. Timing is not guaranteed. The visit screen always shows where your visit stands.

• When the work is done, tap Confirm job done, or Report an issue if something is wrong.
• If you do nothing, the job confirms automatically 48 hours after the technician marks it done.
• Report an issue opens a dispute. Our team reviews it and updates you in the app.
• Finish with Rate your technician.