Is Remote Support Safe?

Allowing someone to connect to your computer remotely can feel a little daunting if you haven't done it before. That's completely understandable. This article explains exactly how our remote support works, what safeguards are in place, and why you can feel confident letting LanClub connect to your computer.

The Short Answer

Yes — remote support with LanClub is safe. You are in control at every step, you can see everything we do, and you can disconnect at any time.

How We Connect

LanClub uses RustDesk for remote support — a secure, self-hosted remote desktop tool that runs on our own private servers at remote.lanclub.nz.

Pro Plan Note: If you're on the Pro plan, LanClub may connect using Action1's built-in remote desktop tool instead of RustDesk. Action1 is already installed and managed as part of your Pro plan. The same security principles apply — you must approve every connection, you can see everything we do, and you can disconnect at any time.

You Must Approve Every Connection

We cannot connect to your computer without your explicit permission. Every time we want to start a remote session, a prompt will appear on your screen asking you to accept or decline the connection.

If you didn't request support or weren't expecting a call from us — decline it and email help@lanclub.nz to let us know.

LanClub will never connect to your computer without arranging it with you first.

You Can See Everything We Do

When we're connected, your screen is shared with us — but you can see exactly what we're doing in real time. There are no hidden windows, no background processes running without your knowledge, and nothing happening that you can't see.

If at any point something doesn't look right or you're uncomfortable, you can take back control immediately.

You Can Disconnect at Any Time

You are always in control. To end a remote session immediately:

• Move your mouse — your input always takes priority
• Close RustDesk from your system tray or menu bar
• Click Disconnect in the RustDesk window

The connection will end instantly.

Your Connection is Encrypted

All remote support sessions through RustDesk use end-to-end encryption. This means the data transmitted between your computer and ours cannot be intercepted or read by anyone else — not even LanClub's servers.

We Use Our Own Private Servers

Unlike some remote support tools that route connections through third-party servers, LanClub's RustDesk runs on our own private infrastructure at remote.lanclub.nz. Your session data never passes through any external company's systems.

We Will Never Ask For Your Passwords

LanClub staff will never ask for:

• Your master password for your vault
• Your email password
• Your banking credentials
• Any other sensitive passwords or PIN numbers

If anyone contacts you claiming to be from LanClub and asks for a password — do not provide it. Email help@lanclub.nz immediately to report it.

Beware of Scammers

Unfortunately remote support scams are common. Scammers call people claiming to be from Microsoft, Apple, or their internet provider, saying there's a problem with their computer and asking to connect remotely.

LanClub will never:

• Call you out of the blue asking to connect to your computer
• Ask you to install a different remote support tool
• Ask you to purchase gift cards or transfer money
• Pressure you to act urgently without time to think

If you receive an unexpected call like this, hang up. Then email help@lanclub.nz or support@lanclub.nz and let us know — we can help you check if your computer has been affected.

Summary

Questions?

If you have any concerns about remote support before approving a session, email support@lanclub.nz and we'll be happy to answer them.