Seeing an error code in the app?
Look up the code for troubleshooting steps and the details to include when contacting support.
Find your error codeAIRDESK / SUPPORT
How can we help?
Find help with setup, connections, accounts and payments.
Installation and connection
Prepare your Windows or Mac host and follow the app guide.
Read the setup guideA problem keeps occurring?
Review recent logs in the app and choose whether to send them.
Send diagnostic logsReport a bug on Discord?
Share bug reports and product updates with the Discord community.
Open Discord communityTROUBLESHOOTING
Common questions
Check these steps before contacting support.
The keyboard works, but I cannot move or click the mouse
Check input permissions and game security software on the host PC. Anti-cheat software such as Vanguard, used by League of Legends and VALORANT, may restrict remote input even outside the game.
View symptoms and troubleshooting
My PC is missing
Check that both PCs are signed in to the same account and the host is running. For a shared PC, check the owner's permissions. Team PCs also require a valid organization license.
I paid, but my license is missing
Sign in with the account used for payment and recheck the order in payment history. If the license still does not appear, contact support with the order ID and time. Do not send card details or passwords.
What happens after expiry?
Personal accounts return to Free. Existing PCs stay registered, but new registrations follow the current plan's limit. An expired organization license prevents new team connections.
Renewals and refunds
Pro and Teams are one-time purchases without automatic renewal. The Refund Policy linked from the footer, pricing and billing explains statutory withdrawal periods, refund deadlines and procedures. Request cancellation, termination or refunds at support@airdesk.co.kr; a missing order ID does not prevent submission after transaction verification.
Account recovery
Try Reset password on the login page first. If you need help with OTP, contact support with your account email and a description of the problem. Do not send OTP codes, passwords or recovery tokens.
DIAGNOSTIC LOGS
Send diagnostic logs from the app
When an issue keeps occurring, you can send recent Windows or Mac app logs to support. Update to the latest version if this menu is unavailable.
Review the logs
Sign in on the affected computer and open Settings → App info → Send diagnostic logs. Review the recent log preview and optionally describe when the issue happened and how to reproduce it.
Choose whether to send
Known credential, email, IP and user-path patterns are masked, but personal data may remain. Cancel if passwords or private information are still present. Consent applies to this submission only; declining does not affect basic remote features.
Keep the report ID
Include the report ID shown on success when contacting support. Reports are linked to your account and available to authorized administrators for 30 days, then expire and are cleaned up. A failed upload is not confirmation of receipt; follow the error guidance and retry.
Reports include up to 128 KiB of recent app/host diagnostic text, app version, operating system and your optional description. This is separate from automatic Sentry reporting and does not attach remote video, audio or transferred file contents. Review API/Cloudflare processing and how to request earlier deletion.
SUPPORT
Contact support.
Include the issue, time and app version. For billing questions, include your order reference. Bug reports are also welcome on Discord.
You can also report bugs on Discord. Open Discord community
Enter your name, reply email and message.