Got a question? We’re here to help! We have covered our most commonly asked questions below.
We have split this down into the following sections; Tokens, Account Cancellation, New Account Registration, Installation & Appointments, Subscriptions & Costs and finally, Technical Queries.
If there is something that isn’t covered here, contact our admin team here.
Tokens
Many of our customers often have questions about tokens. Below, are some of the most commonly answered questions that customers ask us.
The security token is a small USB device that is used to generate a one-time password to log you into your Away From My Desk account. The tokens are user specific.
The token works by simply inserting it into your home PC when prompted and pressing the gold circle to input your one-time password and log you in.
The token is required to ensure that your login complies with the CFH IG Tool Kit requirements. These requirements state that all remote access sessions must have a two-factor authentication. This means using passwords alone isn’t secure enough for the NHS, an example of this is that if someone were to get hold of your details, they would not be able to access your account without the physical form of security – the token.
If you lose your token, you will need to contact our technical support team as soon as possible on 0117 325 0060 to arrange a replacement. We can temporarily deactivate your token for one week to give time either for a replacement to be sent or for you to find your token. You will be able to access your account without the token for this period.
If you break your token, you will need to contact our technical support team on 0117 325 0060 as soon as possible to arrange a replacement. We can temporarily deactivate your token until you receive your replacement. You will be able to access your account without the token for this period. If your token is broken, we will request it is returned to us so that we can sent to our quality team to be examined.
If you are cancelling your subscription, please inform our admin team on [email protected]. When your account is closed you will need to post your token back to us at the below address:
Token Returns
20 Apex Court, Woodlands, Bradley Stoke, Bristol, BS32 4JT
We advise returning the token via a secure delivery method which you can track to the address below. This is because there is a charge for non-return of a token, providing proof of postage to our team will allow them to waive the charge.
Token Returns
20 Apex Court, Woodlands, Bradley Stoke, Bristol, BS32 4JT
Account Cancellation
Many of our customers often have questions about account cancellations. Below, are some of the most commonly answered questions that customers ask us.
Yes, you can cancel an account before it is due to expire. Please contact our admin team on [email protected] if you wish to cancel an account.
No, there is no cancellation fee for cancelling an account early.
Unfortunately, we do not offer refunds for accounts which have already been activated.
Yes, you can place your account on hold. This is useful for customers which are on long term leave. Please contact our admin team on [email protected] if you would like to place an account on hold.
Yes, you can suspend a user’s account. This is useful for managers who have staff members which have left the organisation or are under investigation. Please contact our admin team on [email protected] if you would like to place an account on hold.
Yes, if an account is no longer required you can transfer it to a new user at your organisation. Please contact our admin team on [email protected] if you would like to transfer an account. If you are transferring your license to a colleague, you will need to pass your security token onto them.
New Account Registration
Many of our customers often have questions about registering new accounts. Below, are some of the most commonly answered questions that customers ask us.
We aim to have accounts activated within 24 hours of receiving a request. However, this can vary dependant on token dispatch times and installation completion.
We have tried to make our set up process as straight forward as possible whilst ensuring it is set up correctly first time. The steps are as follows:
- Customer requests license
- Away From My Desk processes an invoice & dispatch a token within 24 working hours
- Customer receives token within 48 working hours
- Customer books installation
- Installation complete & account activated!
If you wish to add a new license, please email our admin team on [email protected]. Please include the new users name, email address and job role.
When you receive your token there will be a compliment slip included, please follow the instructions on this. If you did not receive or have misplaced your compliment slip, please email our admin team on [email protected] so that they can advise you of the next steps.
Installation & Appointments
Many of our customers often have questions about installations and appointments. Below, are some of the most commonly answered questions that customers ask us.
Simply give us a call at +44 (0)117 3250060
What do I need to know for my appointment? In order for the installation to be completed successfully, you will:
- Need to be at the work pc.
- Be logged into the work pc with admin rights.
- Call our install team on 0117 325 0060 at the time of your appointment.
- You will need to know which pc license this is for.
What are admin rights?
Every Windows login will have certain rights. ‘Admin rights’ means the Windows login has privileges to perform most actions on an operating system.
Why do I need admin rights?
You will need admin rights as when we install or configure our software on your work PC, Windows requires the user logged in to have admin rights to that specific action. This is to ensure only authorised people are performing certain tasks.
Who has admin rights?
If you are working at a GP practice in the NHS it is likely you will have little to no admin rights. Over time, most users have had their admin rights taken away by their IT for security reasons, so you may have had them previously but no longer do.
Unfortunately, this is not something we can change or control, it is completely out of our hands.
If you are unsure if you have admin rights or don’t think that you do, your practice manager or IT staff might. However, it is more than likely that you will need to contact your IT helpdesk for them to temporarily log into the PC with admin rights for the duration of the appointment.
An appointment with our technicians usually takes around 5-10 minutes per PC but it is all dependent on the speed of the internet and your PC.
Unfortunately, at the moment we don’t have a way for customers to install the software themselves.
Subscriptions & Costs
Many of our customers often have questions about subscriptions & costs. Below, are some of the most commonly answered questions that customers ask us.
Our standard subscriptions are 12 months, however upon request we can set up licenses for a longer or shorter period. Please note, any subscriptions less than 12 months will incur an admin fee.
Unfortunately, at present we don’t accept direct debits. Subscriptions are charged up front and can be paid via BACS, Cheque or card online.
Invoices can be paid via BACS, Cheque or card online. Your invoice will have details on how you can do this, alternatively contact our admin team on [email protected].
Yes! We offer a 30-day free trial. You can sign up here.
For NHS users we offer site discounts for organisations with 4+ licenses. Please contact our admin team for details on [email protected]
We have an automatic renewal process in which four weeks prior to when your account is due to expire, your account will be automatically renewed.
If you have decided before your renewal that you will not be continuing, please let our admin team know on [email protected] and your license will not be auto-renewed.
If you decide after receiving your renewal invoice but before you have paid it that you do not wish to renew, then please let our admin team know on [email protected] and they will be able to cancel the renewal and credit the invoice.
Yes, we can offer to align renewal dates of licenses at the same organisation so that you only have one renewal invoice throughout the year, making things simpler and less time consuming for you. If you would like us to do this for you, please let our admin team know on [email protected].
Technical Queries
Many of our customers often have questions about technical queries. Below, are some of the most commonly answered questions that customers ask us.
Our software can be used from any relevant internet enabled device, as it is secure by design. The only risks associated with using it are human factors and these need to be considered in order to maintain security of the solution. It is imperative that users don’t write down their passwords and keep them with their token or use the system in a public location where others can potentially view confidential records. To use our service from any geographical location users must adhere to the principles above and relevant GDPR legislation, which varies from one organisation to another.
Away From My Desk provides access to data that is held within the UK and as such is subject to UK law and current GDPR legislation.
Therefore, we would always advise that you carry out your own risk assessment before using our services abroad to ensure that the connection is safe and that others are not able to view any potentially sensitive information in accordance with your own requirements.
At present, our service is compatible with the below operating systems/devices. If you are not using a compatible operating system, unfortunately you will not be able to gain access until you update this to a compatible system.
• Windows 7 or newer (including 64-bit).
• Windows Server 2008R2 or newer (including 64-bit).
• On a Mac: OS X 10.12 (Sierra) or newer.
• Linux, Chromebook, Windows S Mode and Windows RT are not supported.
• Away From My Desk does not currently support use on tablets, iPads or mobile devices.
We would always advise you to run the latest operating system available – you can download and upgrade for free at any time. We advise this because newer operating systems are compatible with the newest and most efficient applications.
Internet Speed – For remote control, we require a 1.5 Mbit/s (192 Kbyte/s) or higher connection speed on each end, as per FCC guidelines for video streaming. For optimal experience in Full HD resolution, a 2 Mbit/s (256 Kbyte/s) connection is recommended.
Changing clinical system at work will not affect your access to Away From My Desk.
If you have had a new work PC, it won’t be configured for Away From My Desk access and so the software will need to be re-installed. Please click this link to see how to get this done.
If you have a Windows 10 upgrade on your work PC, it won’t be configured for Away From My Desk access and so the software will need to be re-installed.
Please read the ‘What requirements does my home PC/laptop need to meet?’ FAQ above.
If you have had a new PC at home, there will not be any changes to how you login to Away From My Desk as long as your new device is compatible with our system.
Please read the ‘What requirements does my home PC/laptop need to meet?’ FAQ above to see if your new device is compatible.
Having a new home PC could mean you lose saved passwords in your browser. If you need a reminder of your Away From My Desk login details or would just like a hand logging in then please contact out technical support team.
Only one person can access a PC at a time, whether that is via Away From My Desk or physically at work.
Our service allows you to print documents from your work PC, to your remote location. This means when you are working from home, you can connect your work PC to your home printer through the remote session.
To be able to print at home, you will need to upgrade to our PLUS version at just £12+VAT per PC, Per year. If you would like to upgrade, please contact our technical support team today.
Through Away From My Desk you can have access to as many PCs as you require. Please note, you will need to purchase a license for each work PC you want to be able to access.
If you would to change the PC you currently access at work via Away From My Desk to a different work PC, then we will need to install the software onto the new PC. Simply visit our booking page using the following link: Book Your Installation Now.
