Remote Support

TestFairy's Remote Support allows mobile teams to see and understand how customers use their mobile apps in production. The service provides support teams with a highly secure platform that allows them to provide better service, faster response time, and quickly escalate support tickets to R&D.

Remote Support

The Use-Case

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User contacts Support


Support responds to User, asking to start Remote Support


User sees a disclaimer, provides explicit consent and allows Remote Support to start


Support can see the user’s experience and can suggest a solution or escalate to R&D in one click




Add a button to your help menu (e.g. “Report a bug”) that will call the method:


On click, the user will see the feedback form:

The user will be able to add text to the feedback, attach a screenshot, and even attach a video recording of the screen.
The user will be able to add text to the feedback, attach a screenshot, and even attach a video recording of the screen. TestFairy

On “Take a screenshot”, the user will be able to navigate through the app, choose where to take a screenshot and upon taking the screenshot, they will be able to sketch over the screenshot that will be added.


On “Take a screen recording”, the user will see a disclaimer

Disclaimer text is customizable

During recording, users see a visual indication that a recording is now taking place.

Users are able to stop the recording at any time.

Developer can limit the recording time to 1 minute (recommended).

TestFairy TestFairy

Cloud Architecture
That Fits Your Enterprise


Your App


To TestFairy


App to Users




User Feedback


Crash Reports

Post issues

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Can TestFairy run on a private cloud?

Yes. The TestFairy enterprise platform can run a private cloud or on-prem to provide your company with a highly secured corporate app store.

Can customer data be encrypted?

Yes! TestFairy allows customers to encrypt data with their private keys so that no-one can see your data.

Can customers choose where to host their data?

Yes. Customers can choose where to host data between North America, Europe or Asia.

What about compliance?

TestFairy is proud to work with companies with strict compliance requirements such as GDPR, CCPA, HIPAA and other standards, laws and regulations. TestFairy is ISO-27001 certified.

Can accounts restrict access with an ip whitelist?

Yes, TestFairy allows you to restrict access to your office IP range or VPN.

Can TestFairy work with our corporate Single Sign-On?

Yes!. TestFairy is compatible with OKTA, Ping, OneLogin, IBM, Oracle, Google, Microsoft, Citrix and any other SSO vendor supporting SAML 2.0

Have a Question? Get in touch!

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