Frequently Asked Questions

If we aren't able to help, you'll only pay a $49 travel fee to cover travel and time. That's it — no surprise charges, no fine print.

It's $149 for the first hour of in-home tech help. If we need more time, additional time is billed at $75 per 30 minutes — and we always ask before continuing. You'll never be surprised by the bill. New clients get 15% off their first visit. And if we can't solve the problem? You pay just the $49 travel fee — nothing more.

Never. The rate we quote is the rate you pay. Any add-ons — such as extra time, same-day scheduling, or travel outside our primary service area — are always confirmed with you first. We don't charge diagnostic fees, trip charges, or anything else you didn't agree to upfront.

Most of our clients pay by check — just like the old days! We also accept all major credit and debit cards. Payment is due at the end of the visit once you're happy with the work. No payment required upfront, ever.

Most visits wrap up within the hour — that's the $149 rate. Simple things like getting Wi-Fi working again or setting up email often take 30–45 minutes. For bigger jobs — like moving everything from an old laptop to a new one — we'll give you a rough time estimate on the phone before the visit so nothing is a surprise. If there's more to do once we're there, we'll tell you what it'll take ($75 per additional 30 minutes) and ask before continuing. You'll never be surprised by the bill.

Nope! We'll let you know if you need anything during our phone call to confirm the appointment. Most of the time, we can work with what you already have.

Sometimes a device has a true hardware problem that needs a repair shop — and that's okay. If we find that's the case, we'll point you to a local tech shop we trust, and we're even happy to drop the device off for repair on your behalf so you don't have to. (Our regular visit time still applies, since we're there helping either way.) You'll always know exactly what's going on before anything happens.

Never. We don't sell products, earn commissions, or have any incentive to recommend something you don't need. If something genuinely needs replacing — and it rarely does — we'll tell you honestly, explain why, and let you make the call. The goal is always to make what you have work better, not to sell you something new.

Just call or text us! If it's a quick question related to what we just worked on, we'll try to help you over the phone for free. If you need another visit, we'll come back — no problem. You're not bothering us. That's what we're here for.

Absolutely! We love teaching. We'll walk you through step-by-step, write down instructions if that helps, and go as slow as you need. If you want to learn it yourself, we're thrilled to show you. If you'd rather we just handle it, that's fine too.

Absolutely — and we encourage it. Having a family member there is great for everyone: they learn what was done, can ask follow-up questions, and you'll have someone who knows the setup afterward. Often an adult child will book the visit and join in for part or all of it. The more the merrier.

We completely understand this concern. All ElderTech visits are by appointment only — we never just show up. We're happy to provide references, and you're always welcome to have a family member or friend present during the visit. Your comfort and safety come first, always.

Absolutely — we work with family members all the time. Often an adult child will book the visit and brief us on what's needed before we arrive. However you're most comfortable getting started is perfectly fine with us.

Not exactly. We're more like the tech-savvy person in your family who finally has time to sit down with you. We don't take your device away, we don't run hardware diagnostics, and we're not a shop. We come to your home and help you work through whatever's frustrating you — getting things set up, showing you how they work, and making sure you feel confident before we leave.

That's totally fine — most of our callers say exactly that. "Something's wrong and I can't figure it out." You don't need to diagnose it yourself. Just describe what you're seeing or what happened, and we'll figure out the rest when we get there. You're calling a person, not a help desk script.

Both! We also work on iPads, iPhones, and Android devices, smart TVs and streaming devices, Wi-Fi routers, printers, smart home devices like Alexa, Google Home, Ring, and Nest, and more. If it plugs in or connects to the internet, we can probably help.

That's exactly why we're here. You don't need to know a single thing about technology — that's our job. We start from wherever you are, go at your pace, and won't leave until you feel confident. No experience necessary, no judgment ever.

There's no such thing as a dumb question! We've heard it all — and we promise, whatever you're dealing with is something lots of people struggle with. We're patient, kind, and judgment-free. That's our whole thing.

Yes! Password resets are one of our most common requests. We'll help you reset forgotten passwords, set up a simple password manager if you'd like, or create a safe written system that works for you. We'll never judge — everyone forgets passwords.

Yes — this is one of the most common calls we get. We come to your home, figure out whether the problem is your router, your modem, or something on Xfinity's end, and get you back online. If it's a simple reset or settings issue, we'll sort it on the spot. If Xfinity actually needs to send someone, we'll tell you and help you make the call.

Absolutely — new laptop setup is one of our most requested visits. We come to your home, move your files, photos, and documents from your old computer, set up your email, reconnect your printer, install the programs you actually use, and make sure the whole thing feels familiar before we leave.

We may still be able to help. If you're outside our nine Portland zip codes, a $75 out-of-area travel fee applies on top of the regular visit price. Just book as normal and we'll confirm everything when we reach out.