FAQ - Frequently Asked Questions

Do I need to register to use DESKERIO?

No registration is required to participate in a session. All you need is one of our apps and the session PIN for the session you want to join.

To offer your customers and users support sessions via DESKERIO or to access managed devices, you must first register with us free of charge and without obligation. Your trial period begins with registration and lasts for 10 days.

Want to keep using DESKERIO after your trial? Simply choose the business plan that fits you best.

Which operating systems are supported?

Currently, only Microsoft Windows (Windows 10 / Windows Server 2016 or later) is supported.

DESKERIO for iOS and DESKERIO for Android will be released at the beginning of the second quarter of 2026. DESKERIO for macOS is expected to be available towards the end of the second quarter of 2026.

Support for Linux is planned for the end of 2026.

Which languages are supported?

Currently, all apps support German and English. Additional languages are in preparation.

How can I try DESKERIO?

To try DESKERIO, simply register for free and without obligation. Your business account will be set up within a few minutes. You can then log in to any DESKERIO app and start sessions yourself.

Important: Please note that no registration is required to participate in a DESKERIO session. All you need is one of our apps and the relevant session PIN.

Do I need a credit card to try out DESKERIO?

No, you do not need a credit card to register and create your business account, nor for the associated free, non-binding trial period.

Where can I download the trial version?

There is no standalone trial version. To try DESKERIO, any app available under Downloads can be used.

What is included in the trial version?

The trial version is essentially the same as our PRO plan. It includes all the features available in this offer.

Is the trial version limited?

This only applies to the 10-day trial period. Otherwise, you will have access to the same features included in the PRO plan.

What happens at the end of the trial period?

The trial period is limited to 10 days, and you will receive a notification before it expires. The expiration date is displayed in the app and on my.deskerio.com.

After the trial period ends, you will no longer be able to start sessions or install agents (managed devices). It is still possible to uninstall agents that have already been installed. However, your business account and team will remain active and will be deleted automatically after six months of inactivity. You can delete your business account (and your team) at any time during or after the trial period via my.deskerio.com.

Our firewall is blocking DESKERIO. Which IP addresses are used and which ports need to be opened?

Most of the IP addresses we use are dynamically assigned and therefore only valid for a very short period of time. In addition, we operate our solution in more than 30 data centers worldwide, which means that different IPs are used in Europe than in the US or Asia, for example. For this reason, we cannot specify individual IPs or a contiguous IP range.

If your firewall supports wildcard domain filtering, you must add a filter for *.deskerio.com and allow incoming and outgoing traffic.

Our native and browser-based applications always use TCP port 443 (https) to communicate with our servers. If the servers cannot be reached this way, the native apps will alternatively attempt to connect via the following ports in the order specified here:

•   8443
•   2053
•   2083
•   2087
•   2096

If port 443 is blocked or otherwise restricted in a network environment, it is usually sufficient to open one of the above TCP ports in the firewall for outgoing traffic.

What are the IP addresses of the DESKERIO servers?

Most of the IP addresses we use are dynamically assigned and therefore only valid for a very short period of time. In addition, we operate our solution in more than 30 data centers worldwide, which means that different IPs are used in Europe than in the US or Asia, for example. For this reason, we cannot specify individual IPs or a contiguous IP range.

If your firewall supports wildcard domain filtering, you must add a filter for *.deskerio.com and allow incoming and outgoing traffic.

Which ports need to be opened?

Our native and browser-based applications always use TCP port 443 (https) to communicate with our servers. If the servers cannot be reached this way, the native apps will alternatively attempt to connect via the following ports in the order specified here:

•   8443
•   2053
•   2083
•   2087
•   2096

If port 443 is blocked or otherwise restricted in a network environment, it is usually sufficient to open one of the above TCP ports in the firewall for outgoing traffic.

What is Launchpad?

Launchpad is the ideal starting point for your customers and users to quickly and easily get support from you. By entering join.support in the browser address bar, DESKERIO is available to your session guests worldwide in a matter of seconds.

After entering the session PIN, the appropriate DESKERIO app will start downloading automatically. Once downloaded, it can be launched with just one click and without further user interaction. No additional input is required, and your session partner will be connected to you in just a few seconds.

Is Launchpad the only way to join a session?

No, you can generally join a session with any DESKERIO app. So if you already have our app set up on your smartphone or computer, you can simply use it without Launchpad.

What are channels?

Channels determine how many users can start a session at the same time. For example, if there are two channels, two team members can start sessions simultaneously. Any additional team members must wait until one of the two active users ends their session and the channel becomes available again.

What are Concurrent sessions per channel?

For example, let’s consider the PRO plan with two channels and three concurrent sessions. If you start a session with a DESKERIO app, one channel is occupied. Opening another session with the same app keeps it on the same channel, so now you have two parallel sessions. You can also start a third session without using an additional channel.

What payment methods are available?

We accept all major credit cards, including Visa, Mastercard, American Express, Discover, Diners Club, and JCB. Within the European Union, you can also use the SEPA Direct Debit scheme for euro payments.

Customers from Switzerland and Liechtenstein can pay by credit card or by invoice (10 days net). Payments in EUR can also be made via the SEPA direct debit scheme.

Can I cancel at any time?

Yes, you can cancel your subscription at any time by visiting my.deskerio.com. Canceling your subscription will prevent it from automatically renewing. However, your subscription will remain active until the end of the billing period. For example, if you have paid for an annual subscription, it will remain active until the end of the 12 months. Canceling your subscription will not delete your DESKERIO Business Account so you can start a new subscription at any time.

Please note that all subscriptions renew automatically unless canceled with at least an 8-day (for monthly subscriptions) or 28-day (for annual subscriptions) notice before the end of the billing period.

How do I get invoices?

An invoice is generated for each successful payment transaction and made available for download at my.deskerio.com. You also have the option of activating email delivery of invoices. Once you enter up to three email addresses, all future invoices will be sent to those recipients.

How can I change my subscription or plan?

You can add paid add-ons to your current plan or switch plans at any time via my.deskerio.com. These upgrades are available at any time and are charged on a prorated basis. If you change your plan during the current billing period, the new invoice amount will be calculated to the nearest day.

How much does DESKERIO cost for private users?

Unfortunately, our offer is exclusively for companies and is not available to private users (consumers as defined in §13 of the German Civil Code).