How to help your parents with their phone remotely

"Something popped up on the screen and now nothing works." Many grown-up children know that call. Helping over the phone is hard when you can't see the same thing. These tips make it easier for both of you.

1. See what your parent sees

The biggest obstacle is that you can't see the screen. Ask your parent to take a screenshot and send it, or start a video call and point the camera at the problem. An app like HelpMom does the same with one tap: your phone rings and you see straight through their camera.

2. Teach them to take a screenshot

• iPhone with Face ID: press the side button and volume up at the same time.
• iPhone with a Home button: press the Home button and the side button at the same time.
• Android: press the power button and volume down at the same time. It can vary slightly between brands.

3. Use the words on the screen

Say "tap the grey icon with the cog that says Settings" instead of "go into the menu". Ask your parent to read out exactly what the screen says, so you are talking about the same thing.

4. One step at a time

Give one instruction and wait until your parent says it's done. Several steps at once easily go wrong, and then it is hard to know where.

5. Write down the solution

When it works, write the steps on a note or in the phone's notes app. Next time the same thing happens your parent can fix it alone.

6. Prevent the most common problems

• Make the text bigger. On iPhone it's under Settings → Display & Brightness → Text Size. On Android it's usually under Settings → Display.
• Turn on automatic updates for the phone and the apps.
• Put the most-used apps on the first screen and remove what isn't used.
• Agree to always check with someone before replying to texts or calls about money, codes or passwords.

7. Be patient

What is obvious to you may be completely new to someone else. A calm voice and a bit of time make a big difference, and next time it goes faster.