On-Demand Assist - the new name for Instant Support
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If you have a subscription that includes On-Demand Assist, you must explicitly name those team members you want to be technicians.
Only named technicians can sign in to VNC Viewer and start a support session to a computer that does not, or cannot, have VNC Connect installed.
If you have a trial, you (as team owner) are automatically named as team technician.
To do this, sign in to your RealVNC account and, on the People page, select the Technician checkbox for an appropriate user: