End User Remote Access to Assets

Updated at Apr 09, 2025
By Kali Patrick

Table of Contents

Prerequisites Activate Access Bill for the Remote Access Service

Syncro Users can remotely access assets via Splashtop. You can also give your Contacts/End Users the same kind of remote access through their End User Portal. If you want, you can also bill those who are using this remote access feature.

Note: Customers are in the process of being renamed to (Customer) Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Prerequisites

The following requirements must be met:

A Portal User is enabled for the Contact/End User,
An Email Address is present (for the Portal User login), and
Multi-Factor Authentication is enabled for the Portal User.

Syncro checks for these; there are no exceptions:

Activate Access

For a Contact (GA)

Note: This setting is enabled per Contact. It will allow the Contact to access any asset they are listed as the Assigned Contact for through the End User Portal. So first make sure the assets are correctly assigned to the Contact on the Asset's Details Page:

Then to activate remote access for the Contact, follow these steps:

Navigate to the Customers tab.
Click a hyperlinked Name/Business to open the customer's Details Page.
Click the “Contacts” subtab.
From the left sidebar, click the Contact's name to display their information.
Toward the bottom of the screen, check the “Enable Remote Access” box:

Syncro displays a pop-up to confirm you want to purchase the add-on:
Click Confirm.
Scroll to the top and click Save. Your contact can now remotely access any asset they have access to from the Portal:

For an End User (EA)

The End Users subtab is part of the new End User Management feature that is currently in EA (Early Access). Click here to participate.

It's best practice and strongly recommended to enable remote access per Contact/End User.

When the “Enable Remote Access” toggle for an End User is on, they can access any asset they're an Assigned Contact for through the Portal. So you may want to make sure your Assets are correctly assigned to the proper Contact/End User in the OWNER INFORMATION section on the Asset's Details Page.

Then to activate remote access for the End User/Contact, follow these steps:

Navigate to the Organizations tab.
Click a hyperlinked Customer Organization to open the Organization's Details Page.
Click the "End Users" subtab.
In the User Management section on the left side, click Enable Remote Access to turn the toggle on.
Syncro displays a pop-up to confirm you want to purchase the add-on:
Click Confirm.
Scroll to the top and click Save. Your contact can now remotely access any asset they have access to from the Portal:

For a (Customer) Organization

While it's technically possible to activate remote assets for a (Customer) Organization, it's best practice and strongly recommended to do this for individual Contacts/End Users instead. The Enable Remote Access box in the ORGANIZATION SETTINGS is a legacy function; it was used only when the Organization was also an individual person.

Bill for the Remote Access Service

Using the "Remote Access - Contact Counter" line item on a recurring invoice is an easy way to bill for this service. See Create a Recurring Invoice for details.

Tip: To review end user remote access billing usage, use the “Splashtop Billable Usage Summary” report in Admin > Reports > RMM.