How can a patron connect with their Helper using their IPad?
We tried to access as helper over the phone but she wasn't seeing the prompts to open access of her IPad screen to us.
Answers
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Hi Cindy If I am understanding your question correctly, you are trying to sign into the helper mode to someone else. In the helper mode, it doesn't make any difference as to what device is being used by the person you want to help. All you need in the information to sign in as helper. That being username and helper number or the person's name and birthdate along with the helper number. If the person doesn't know this information, it is found under settings in their account.
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Where is the prompt to use my helper number?
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Dear Cindy,
Thank you for your question. To connect with your Helper using an iPad, please follow these steps:
Ensure Proper Login: Both the user and the Helper must make sure they are logged into their respective FamilySearch accounts.
Share the Helper Code: The user needs to generate a "Helper Code" from their FamilySearch account. To do this:
- Log in to the Family Tree app or the FamilySearch.org website.
- Select the menu (three lines in the top left corner).
- Tap on "Help" and then "Share Helper Code."
- Once generated, the code must be communicated to the Helper.
Log in as a Helper:
- The Helper must enter the Helper Code in the "Help" section of their account, using the "Log in as a Helper" option.
- Share the iPad Screen: To view and share the screen, the screen sharing feature must be enabled. On the iPad:
- Open the Family Tree app and ensure it is updated to the latest version.
- Allow screen sharing when prompted.
- If the user does not see the screen sharing request, it may be helpful to:
- Ensure the iPad is connected to the Internet.
- Restart the app and repeat the process.
- Update the iPad's operating system and the Family Tree app to the latest available version.
If the issue persists, please do not hesitate to contact us for further clarification.
Best regards,
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