When Something Goes Wrong: Getting Help Beyond Family

Stuck with your phone or computer? You're not alone. Learn your options when family or a big store aren't enough.

Many people get stuck — and that's okay

Setting up new devices, using social media, managing email — these basics can feel overwhelming when something goes wrong. As one family member put it: "My grandparents, for example, often get stuck when something goes wrong with their phone or computer, and their only options are family or a big store tech service." You have more options than that.

Common struggles

If any of these sound familiar, you're in good company:

  • Setting up a new phone or tablet
  • Using social media (Facebook, etc.) to stay in touch
  • Managing email — inbox, attachments, spam
  • Something changed and you don't know how to fix it
  • An app or update broke something that used to work

Your options when you're stuck

  • Family or friends — Great when they're available and patient. Not always an option, and they may not know the answer.
  • Big store tech service — Can help with setup and repairs, but often costly and may feel rushed.
  • Senior-focused tech support — Services like KindTech specialize in patient, step-by-step help. Phone, video, or in-person — whatever you're comfortable with.
  • Manufacturer support — Apple, Samsung, and others offer phone and chat support. Free for basic questions.

Before you call for help

A few quick steps often fix the problem:

  1. Restart the device — Turn it off, wait 30 seconds, turn it back on.
  2. Check Wi‑Fi — Make sure you're connected to your home network.
  3. Write down what happened — "I was on Facebook and then…" helps whoever helps you.

When to ask for help

There is no such thing as a "silly" question. Ask for help when:

  • You've tried restarting and it didn't help
  • You're not sure what to do next
  • You're worried about making things worse
  • You'd rather have someone walk you through it

Quick tips

  • You don't have to rely only on family or a big store. Senior-focused tech support is designed for you.
  • Good support explains things step-by-step — as many times as you need.
  • If someone rushes you or makes you feel silly, that's not the right help. Keep looking.