Why in-store support works
Some problems are quicker to solve face to face. When a device is locked, behaving strangely or needs setting up from scratch, having it on the counter means we can see exactly what's happening, work through it together and hand it back ready to go.
It's also the friendliest way to get help. There's no jargon barrier — you can point at the screen, ask questions as we go, and walk out understanding what was wrong and how to avoid it next time. It suits business owners, staff and everyday customers alike.
"Walk in confused, walk out sorted — with the device working and the why explained."
What in-store support can include
In practice, in-store support is anything and everything. The most common jobs we see over the counter include:
- Account and password resets across Apple, Microsoft, email and more.
- Troubleshooting software that's crashing, freezing or won't open.
- Setting up a new phone, tablet, laptop or computer from scratch.
- Resetting or wiping a device cleanly before sale, handover or a fresh start.
- Transferring data, photos and contacts between devices.
- One-on-one training on how to use a device, app or new product.
- Guidance after a hack, scam or suspected data breach.
Accounts and password resets
Locked out of an account is one of the most common reasons people come in — and one of the most frustrating to deal with alone. We help recover and reset access to the accounts people rely on every day, including:
- Apple
- Apple Account / Apple ID recovery, password resets and device sign-in issues.
- Bigpond
- Bigpond and Telstra email access, password resets and migration headaches.
- Outlook
- Outlook, Hotmail and Microsoft account sign-in and recovery.
- Gmail, Yahoo and other personal or small-business mailboxes.
- 2FA
- Two-factor and authenticator issues when you've changed or lost a phone.
- Devices
- Device passcodes, lock screens and getting back into your own hardware.
Been hacked or had a data breach?
If something feels wrong — unexpected logins, money missing, friends getting strange messages from you, or a notice that your details were caught in a breach — bring it in. We'll help you figure out what's actually happened and what to do about it, calmly and without judgement.
That usually means securing the accounts at risk, changing passwords properly, checking what the attacker could reach, turning on stronger protection and giving you clear next steps. For businesses, we connect this to our wider cyber security work so it doesn't happen again.
Frequently asked questions
Do I need an appointment to come in?
You can walk in, but a quick call ahead helps — it lets us know what you're bringing and whether a part or a backup will be needed, so you're not waiting around. Get in touch to confirm hours at your nearest location.
Can you reset my Apple, Bigpond or Outlook password?
We can guide you through it. We only have access to the same reset process you do — no special backdoor — but if you're stuck or unsure how it works, we'll walk you through the steps. If your account needs the provider's help, we'll point you to the right place.
Can you set up a brand-new phone or laptop for me?
Absolutely. We'll set up the device, sign you into your accounts, move your data and photos across, install what you need and show you the basics before you leave.
I think I've been hacked — what should I do?
Bring the device and any affected accounts in as soon as you can, and avoid logging into more accounts on it in the meantime. We'll help secure things, change passwords properly and work out what was exposed. See our cyber security services for ongoing protection.
Can you teach me how to use my device or a new app?
Yes. We do plenty of one-on-one, plain-English training — whether it's a new phone, an app you've been asked to use for work, or just getting comfortable with everyday tasks.
Do you help everyday customers, not just businesses?
Yes. In-store support is for everyone — business owners, their staff and walk-in customers. If it has a screen and it's misbehaving, bring it in.