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Frequently Asked Questions

iTOK is now Bask! Read more about this change here: Why iTOK Changed to Bask

Bask’s Frequently Asked Questions

Looking for quick answers to Bask FAQ? You’ve come to the right place! Here are some of our Members’ most frequently asked questions. We’ve tried to cover everything here and around our website, but if you can’t find what you’re looking for, our Technology Advisors are always standing by to take your call and offer friendly support. Call us at 1 (866) 515-4865 any time with your questions and concerns!

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General Computer Questions

What is a download?

To download means to copy (or transfer) data from one computer to another, usually over the Internet. Popular kinds of downloads include music, videos, apps, and programs. Browsers and toolbars are also downloads. Downloads can be free or cost money, such as a 99-cent song downloaded from iTunes.

How do I install a program and avoid the additional bloatware/adware?

Read each dialog box carefully, as there will usually be a way to opt-out of additional software. Be sure to uncheck any extra install box options.

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 (see above). Using a strong antivirus program and safe Internet browsing practices will also protect your computer against these annoying downloads. Finally, 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?

When it comes to antivirus programs, it’s all about quality. Some antivirus programs update more often than others, adding new malware to their database on a daily basis. 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 a strong Security Suite that updates its definitions every 3 hours. Trend Micro Titanium offers the most complete antivirus protection against all types of malware. This ensures that our members receive around-the-clock protection from nasty viruses.

Even if you have an antivirus program, there’s no substitute for regular tune-ups from an expert Technology Advisor. Along with preventative care, proactive service is key to a holistic maintenance program.

Why would I need to backup my files?

We all know it’s never a good idea to put all your eggs in one basket. Fortunately, in the digital world, your entire basket can be copied and stored in case you ever need it. If your computer is damaged, lost or stolen, it can be very hard to recover precious photos and important financial documents without a backup in place.

Frequent backups prevent data loss, and Bask’s Data Backup service sends your data to a strong, secure cloud, so you can recover it any time disaster strikes.

Bask Company Questions

What is Bask? I’m a concerned family member/friend, what are you guys all about?

Bask is the all-in-one remote support solution for technology in the home. Our services are designed to improve digital lives with strong security, data backup, and live tech support.

We make it easy to connect with real human beings who can quickly diagnose and fix computer issues over the phone. This is ideal for busy families, rural computer users, and aging adults who might face mobility issues. Rather than having to call “a friend of a friend” for computer help or lug a heavy machine into the repair shop, Bask Members receive excellent remote technology support from the comfort of their own homes.

What is different about Bask?

At Bask, we hire friendly people who understand and love technology. We hand-pick tech experts who truly care and empower them to provide meaningful customer service. Our Technology Advisors are not tied down to empty scripts or forced to meet restrictive time quotas. They’re free to offer the best solutions for your individual problem, and they’ll stay on the phone with you until you are completely satisfied. What makes Bask truly different from other tech support companies is our commitment to improve lives with our service.

Where is Bask located?

Bask is based in Lehi, Utah, in the western United States about 20 minutes south of Salt Lake City. When you call Bask for computer help or repair, you’ll be connected to U.S. technicians who speak fluently and clearly. You’ll never be outsourced to a foreign call center.

How long has Bask been in business? Can you tell me about the company’s history?

We’ve been in business for over a decade, and we’ve seen technology grow by leaps and bounds. Founded in 2004, Bask has become a trusted name in remote tech support, and you can read more about our history at Our Story page.

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, and our Technology Advisors will make everything okay again. Don’t shy away from all the opportunity the digital world offers. Bask in your technology!

Are you affiliated with my email provider/ISP?

While we are not officially affiliated with any email provider (such as AOL) or ISP (such as Comcast), our Technology 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? How simple? How complex?

Our website shares a broad overview of the types of problems we can address. We like to think that no problem is too simple or too complex for our expert Technology 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.

Is screen-sharing safe?

Our remote screen-sharing technology is completely safe, and we safeguard all customer information with bank-level security. When you share your screen with us, it allows our Technology Advisors to see what you’re seeing and take action to fix the problem. We can only see what’s displayed on the screen. You can watch what we do, and you remain in control the entire time. You can still control the mouse, keyboard and power.

Can you really fix as many problems by screen-sharing as you could face-to-face?

Unless the problem requires intense hands-on-hardware work to fix, we can take care of virtually any computer issue you need help with. Over the 10 years Bask’s been in business, we’ve developed a powerful platform that allows us to solve over 95% of our Members’ problems remotely. Odds are, we can fix it!

Can you really prevent computer problems with the services you provide with your subscriptions?

Absolutely. There are two components to great computer maintenance: proactive and preventative. Our proactive service comes into play any time you call or schedule a 90-Day TuneUp. The preventative maintenance constantly runs in the background of your computer, thwarting harmful malware and securely backing up your important data so it never gets lost. As they say, an ounce of prevention is worth a pound of cure!

Do you have a guarantee on work performed? How does it work?

We proudly offer a 5-day, 100% Satisfaction Guarantee on all of our work. It comes in the form of a rolling guarantee, and you can learn more about how it works on Our Guarantee page.

What if my computer can’t be fixed by screen-sharing?

Though we’re able to fix the vast majority of computer problems our Members face, there are rare instances when there’s nothing more we can do. In these cases, you can speak with a Customer Service representative about refunds and other solutions.

Do you guys work on mobile devices?

We do! Mobile devices have become an indispensable part of everyday technology, and they are the newest addition to our supported hardware. We are researching ways to make our mobile tech support better and even more convenient, so stay tuned!

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. To learn more about our refunds policy, please visit the Refunds & Cancellations page.

How can I request additional help?

For additional help, please call 1 (866) 515-4865, or click the Bask Connect icon on your desktop. You’ll be connected with a friendly, expert Technology Advisor within minutes!

How can I make a request for a Customer Service representative to contact me?

You can call our Customer Service during normal business hours at 1 (866) 515-4865, option 3. If you’d like to schedule a call, you’re welcome to email Customer.Service@bask.com any time.

Why was I charged?

Depending on your membership level, you may be charged for additional support. Only Platinum members receive free, unlimited fixes. If you’re ever confused about a charge from Bask, please contact our Customer Service department at 1 (866) 515-4865, option 3.

Membership Questions

What kinds of memberships does Bask offer?

Currently, we offer 4 membership tiers: Silver, Gold, Diamond & Platinum. Each one carries a different monthly fee and offers a different level of support. Annual memberships are also available.

If you’re unsure which level is right for you, call us any time to speak with a Technology Advisor who will listen to your needs and provide a recommendation. You can also learn more on our Memberships & Pricing page.

What is the difference between the Gold/Diamond subscription and the Platinum subscription?

Gold, Diamond & Platinum memberships all include our preventative maintenance services (Security Suite and Data Backup), plus 90-Day TuneUps. The only difference is that, while Gold/Diamond members receive a 20% discount on fixes, Platinum members enjoy unlimited fixes as part of their monthly fee.

I have a Gold/Diamond subscription, why do I have to pay more to receive additional help?

At the Gold/Diamond membership level, your subscription covers the licensing and fees required for our preventative maintenance services (Security Suite and Data Backup), plus 90-Day TuneUps. You will receive a 20% discount on fixes, but each fix carries an additional fee.

Does my subscription cover more than one computer? Do you have a family plan for multiple devices?

At the current time, we are unable to offer family plans with discounts for each additional device. You are welcome to purchase multiple memberships to cover all the devices in your home, but each subscription is tied to one computer. (The exception to this is our Total Identity Protection service, which can be added for multiple family members at $5 each.)

Platinum members, however, can take advantage of special pricing. In addition to your $34.99 subscription, second and third computers can be added for $19.99 each. This pricing pattern repeats as more computers are added: the fourth is $39.99, the fifth and sixth are $19.99, and so on.

Monthly memberships add up to a significant yearly amount — is it really worth it?

Our Members say Yes! We’ve designed our memberships to offer substantial cost savings by bundling all your tech support services together in one easy place. Purchasing 4 computer tune-ups, a powerful antivirus suite, and unlimited online backup separately would cost much more than a yearly membership with Bask. And that’s not to mention the money saved from preventing expensive computer breakdowns!

Do you have a referral program?

We do! Refer a friend or family member to Bask and receive 1 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 Customer Service representative 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.

How do I update my credit card information?

To update your credit card information, simply sign into your account here or open the Bask Connect client and look under “My Account.” You can also call us at 1 (866) 515-4865 and select option 3 for Customer Service.

How can I update my personal account information?

To update your personal information, follow the same steps listed above by logging into your account or calling Customer Service.

How does billing work?

Your membership is renewed monthly using the credit card information listed in your Bask account. 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 default to regular monthly billing.

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 preventative services included in your membership (Security Suite and Data Backup) will still be running in the background, and you remain eligible for your 90-Day TuneUps.

Will my annual subscription renew automatically? Will I be billed again after the year is up?

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 call Customer Service to cancel your membership if you do not want to renew.

How do I cancel my membership?

To pause or cancel your membership, please call 1 (866) 515-4865 and select option 4 for Customer Service. You can also learn more by visiting our Refunds & Cancellations page.

Bask Services Questions

What is Bask Connect? What does it do for me?

Bask Connect is a convenient icon placed on your desktop to offer instant access to our Technology Advisors. With the Bask Connect client, home tech support is only one click away!

What does a 90-Day TuneUp do?

During your 90-Day TuneUps, your Technology Advisor will clean and optimize your computer so it maintains top performance. We scan for malware, viruses, and junk files that might slow down your computer. We may also perform a defragmentation.

What does a 90-Day TuneUp not do?

A 90-Day TuneUp will not necessarily speed up your computer, though many users do observe faster performance afterwards. Our Technology Advisors will never delete your personal files, remove icons or bookmarks from your desktop without permission, or do anything that will affect how you use your computer. A 90-Day TuneUp will not necessarily fix existing issues — these should be addressed separately to fully diagnose and fix the problem.

How can I schedule a 90-Day TuneUp?

To schedule a 90-Day TuneUp, you can call and speak with your Technology Advisor. You can also click on the Bask Connect icon on your desktop to use our TuneUp Scheduler located in “My Account.” We will email you a reminder each 90 days as your next available service approaches.

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

To access or recover files synced with Bask Data Backup, click the Mozy icon located in your system tray. 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.

Free Question & Answer Session
Still have concerns about our remote computer support? Unsure how Bask can protect you and your family online? Call us today for a free question & answer session, or schedule one here: Speak with a Bask Technology Advisor