FAQ


These are some of our most frequently asked questions.

How do I avoid downloading toolbars/add-ons?

Many toolbars and add-ons can be avoided by opting out of extra software included in a program’s installation. Read each dialog box carefully and uncheck any extra install box options.

Using strong antivirus software and safe internet browsing practices will also protect your computer against these annoying downloads. Running regular antivirus scans will alert you of downloaded toolbars and add-ons which are potentially harmful, and give you the option to remove them.

I already have an antivirus program, isn’t that enough?

Not all antivirus software is created equal. Different programs offer different protection — do you know whether your antivirus also covers trojans, adware, and spyware?

Since thousands of new malware variations are created each day, Bask partners with Trend Micro to provide the best virus and malware protection available. Trend Micro offers the most complete antivirus protection against all types of malware. During an independent test in 2016, Trend Micro performed at 100% for protecting users against malware and virus infections. With Trend Micro, you can rest easy knowing your computer is protected.

Even if you have antivirus software, there’s no substitute for regular tune-ups from an expert Technology Advisor. Proactive service is key to keeping your devices safe and secure. 

Why do I need to back up my files?

Just like hard copies of your photos and documents can be lost due to fires or flooding, files on your computer can be lost too. Computers aren’t perfect. Files get corrupted, CPUs quit on us, motherboards malfunction, and coffee gets spilled. All of this can result in the loss of precious data.

Fortunately, digital files can be easily copied and stored. This process is known as backup. Bask Backup is powered by top-rated IDrive. Our online backup automatically saves copies of your files on a personalized schedule set by you. Your files will be encrypted and stored on our remote servers so that only you can access them. Everything you back up will be completely secure. You can have true peace of mind knowing your documents, pictures, and files are protected in the event of a catastrophe.




What kinds of memberships does Bask offer?

Bask offers 3 membership plans, with different levels of service to fit your needs. Every membership includes unlimited tech support and coaching. We’ll not only fix your technology if you have issues, we’ll help you feel confident using them. To learn more about our memberships, click here or chat with us.

Can I get Bask tech support without a monthly membership?

Yes, you can! We offer a variety of services for those who don’t want a membership plan. Services begin as low as $19.99. 

If you need to purchase multiple services, we highly recommend subscribing to a membership plan. The services included in our memberships provide you with all the assistance you need for a much better price.  

Does my membership cover more than one computer?

Yes! Our Urgent Care plan supports up to 5 devices. Both the Preventive Care and Premium Care plans support unlimited devices per plan.

The exception to this is our Identity Protection service, which only covers two people. However, more family members can be added to your plan for $5 each.

Can I purchase additional services for my plan?

Yes! You can purchase extra Bask Backup or Identity Protection for any membership plan. Chat with us or call (866) 515-4865 to add any of these services to your plan.

Do I have to pay monthly for a membership?

We offer both monthly and annual payments for your convenience. There is a small discount for members who subscribe annually. To see pricing for memberships, click here.

How much is the setup fee?

There is a one-time setup fee of $35 for Urgent Care members, $45 for Preventive Care members, and $55 for Premium Care members.

Can I upgrade/downgrade my membership?

Absolutely. If you decide that your current service level does not suit your needs, you can call us any time to explore alternative plans

Can I change my billing due date?

Yes, you can! If you prefer to have your bill arrive at a certain time of month, we’re happy to accommodate.

How do I access my files that have been backed up by Bask?

To access or recover files synced with Bask Backup, click the IDrive icon located in your Bask HelpDesk. If you cannot find this icon, or it has been removed, please give us a call and we’ll be happy to walk you through the process.




What happened to iTOK?

To help us grow and improve our services, our company completed a careful rebranding process in 2015. We believe that Bask is both a name and a vision. It represents a body of Technology Advisors dedicated to empowering our members. It is the fulfillment of our promise: “More than tech support. People support.”

What does “Bask” mean?

Our company name has a simple meaning: Better Advice, Support & Know-how. We want our members to call us any time with their technical issues and concerns. Our U.S.-based Tech Advisors are available 24/7 to not only fix issues, but teach you how to use any of your devices. We’re more than tech support. We’re people support.

Are you affiliated with my email provider/ISP?

While we are not officially affiliated with any email provider (like AOL, Gmail, Yahoo, etc.) or internet service provider (Comcast, Time Warner Cable, CenturyLink, etc.), our Tech Advisors are very familiar with popular online services and computer brands. We aim to be an all-in-one tech support solution, so our members don’t have to keep a long list of phone numbers to dig through whenever they face a problem.

What kinds of problems should I call you about?

Ask us anything. No problem is too simple or too complex for our Tech Advisors to handle. You’re welcome to call us any time with any issue, and we’ll show you how to move forward. Our innovative service platform enables us to solve 95% of our members’ tech support issues remotely.

What does remote tech support mean?

Remote tech support means you don’t have to physically come to us to have someone work on your computer. With your permission, we can access your computer over the internet to fix any problems you have. This allows us to save you time and money.

What if my computer can’t be fixed remotely?

Though we’re able to fix the vast majority of computer problems, there are rare instances when there’s nothing more we can do. In these cases, we will connect you with an Account Specialist to discuss refunds and other solutions.

Do you have a guarantee on work performed?

We proudly offer a 5-day, 100% Satisfaction Guarantee on all of our work. If you notice the same issues happening within 5 days of the completed fix, let us know. We’ll fix it again for no additional cost, and the 5-day guarantee will start over.

Do you work on mobile devices?

We can provide support to almost any device that connects to the internet, including smartphones and tablets. We also provide tech coaching to help you learn the full capabilities of these devices.

Do you have a referral program?

We do! Refer a friend or family member to Bask and receive one free month of membership.

Terms & Conditions apply: Free month applies to current membership level only. Referred customer must sign up for a membership and remain with Bask for at least 30 days to qualify. Ask your Account Specialist for details.

Do you have any additional support/services for my small business?

Bask is proud to support small businesses, and we encourage you to visit our SMB partner in remote tech support, Digity. Digity offers a comprehensive suite of business technology services, with affordable monthly memberships and specialized strategy.




Do you have a refund policy?

Absolutely. We strive to offer a fair and comprehensive refund policy to protect our customers. Our goal is to provide an excellent experience every time you contact us. You can call our Customer Service during normal business hours at (866) 515-4865, option 2. If you’d like to schedule a call, you’re welcome to email Customer.Service@bask.com any time.

What do you offer refunds for?

We offer full refunds for any problems Bask is unable to fix. Bask’s remote technology support is able to fix more than 95% of issues. In the rare circumstance where a Tech Advisor or technician is unable to fix an issue you will receive a full refund for the service you purchased.

Bask does not offer refunds for membership plans. Our memberships include several preventative services that run in the background–such as antivirus and data backup. Although you may not see it, your Bask membership is still optimizing and protecting your computer. If you are planning to cancel, we recommend calling  2 business days before your billing due date. We cannot provide any refunds if it’s been more than 5 days since your billing date, however we can extend your service until the end of the month. If you are canceling an annual membership you will receive a refund for the months you will not be using Bask’s services. Cancelation fees will be taken out of your refund.

How do I cancel my membership?

Call 855-534-1430 to begin the cancellation process. Our Account Specialists are available 8am to 4pm MST from Monday through Friday. Our Accounts Department is closed Saturdays, Sundays, and most major holidays.        

If you’re unable to call us right away, you can email us at accounts@bask.com with your name and phone number. State your intent to cancel and a time you can be reached via phone, and we will call you to continue the cancellation process.

Sending emails to a @bask.com address, replying to a Bask marketing email, or leaving comments on our blog will not cancel your service. You must speak with a Bask Account Specialist to finalize your cancellation. Otherwise, our database will not be updated properly, and you will continue to be charged for a monthly membership.

Is there a cancellation fee?

Monthly memberships require a 3-month commitment. There is no fee to cancel your membership after this time is complete. If you decide to cancel your monthly membership before 90 days, you will be required to pay for the full 3 months of service. Annual memberships have a $99 cancelation fee.

Can I pause my membership?

Absolutely. If you’re not going to be using your computer for a while due to travel or upgrading to a new device, we can pause your membership for up to 3 months. You won’t have to pay for the months you won’t be using your device. When you’re ready, we’ll un-pause your account and continue to provide you with top-rated services and unlimited support. There’s no additional fees to pause your membership.

I am canceling a membership on behalf of a family member.

If you are calling on behalf of another party, we require expressed consent from the Bask member or power of attorney to proceed. Power of attorney can be provided via email, while expressed consent can be provided verbally over the phone. This is a necessary precaution to protect the legal rights of the member and of the company.

I cancelled my membership, but Bask is still on my computer.

When your membership is cancelled we will send an email with instructions on how to remove these programs. You are responsible for removing all the software from your computer.

I deleted the Bask HelpDesk from my computer, but I still got charged for a membership.

Deleting the Bask HelpDesk will not update or cancel your membership. It only deletes the icon from your desktop. Uninstalling the program also does not cancel your membership. You must call 855-534-1430 and speak with a Bask Account Specialist to cancel your service.




How do I update my personal and credit card information?

To update your credit card information, open the Bask HelpDesk and look under “My Account.” You can also call us at (866) 515-4865 and select option 2 for Customer Service.

How does billing work?

Your membership is renewed monthly using the credit card information listed in your Bask account. You will receive an email each month to remind you to renew your subscription. You can call or log into “My Account” to update credit card and personal information.

For annual subscriptions, Bask will email you a reminder and call you when your subscription is nearing its renewal date. If we are unable to reach you before your annual renewal date, your account will be automatically charged the for the next year.

Will my annual subscription renew automatically?

Yes, Bask memberships renew automatically. For annual memberships, you will receive an email and personal phone call with a reminder and your billing date so you will have time to decide whether to renew. You must speak with an Account Specialist if you do not wish to renew your membership.

If I don’t use my computer, will I continue to be billed for my Bask membership?

Yes. Although you may not be active on your computer, the protection services included in your membership will still be running in the background. You also remain eligible for unlimited support and technology coaching. If you won’t be using your computer for an extended period of time, we can pause your membership so you don’t have to pay for the months you’re not using your device.




Don’t see your question?

Chat with us or call us at (866) 515-4865. We’re happy to answer any of your questions at any time.