Support

1Contact us

Email support@veolan.com. A person reads every message and replies by email, in English or Spanish.

It helps to tell us which devices you are connecting between, their operating systems, the version of Veolan on each (in Settings), and what you saw.

Veolan is made by Quantum Encoding Ltd, 33 Oxford Street, Coalville, LE67 3GS, United Kingdom (company number 16575953). You can also write to us there.

2Getting connected

• Install Veolan on both devices: the computer you want to reach (Mac, Windows or Linux) and the phone, tablet or computer you’ll reach it from.
• On the computer, allow screen sharing when asked. On a Mac, Veolan needs Screen & System Audio Recording (Screen Recording on macOS 14) and Accessibility in System Settings > Privacy & Security; on Linux, approve the desktop’s screen-sharing dialog; Windows needs nothing extra.
• Share the computer’s invite. The computer shows an invite: scan its QR code with your other device, or copy and paste it.
• Connect. The computer asks whoever is at it to allow the session. Tick Trust this device to let that device in later without anyone at the computer, once Remote access is set to Unattended for my devices.

You don’t need an account to connect. Linking your devices to a Veolan account at account.veolan.com lets you see and revoke them in one place.

3If something doesn’t work

• The connection doesn’t start. Check that Veolan is open on the computer and that Remote access isn’t Off. If the invite is old, copy a fresh one. Networks that block UDP can make connections slower or stop them; try another network to find out.
• The screen stays black on a Mac. Turn on Veolan in System Settings > Privacy & Security > Screen & System Audio Recording (Screen Recording on macOS 14), then quit and reopen Veolan.
• You can see the Mac but not control it. Turn on Veolan in System Settings > Privacy & Security > Accessibility.
• Nothing happens on a Linux computer. The desktop’s screen-sharing dialog may be waiting at the computer. Veolan on Linux needs a Wayland desktop with screen-sharing support, such as GNOME or KDE Plasma.
• The session ended on its own. Veolan says why on the screen where the session ended. A session that loses its connection comes back by itself when the network does.

4Your account

Your account lives at account.veolan.com. You sign in with a code we email you or with a passkey. On the Devices page you can link a device with a code and revoke any device; on the Security page you can see where you’re signed in and sign sessions out.

5Delete your account

Email support@veolan.com from the address you sign in with and ask us to delete your Veolan account. We confirm by email, and we delete the account within one month of your request.

We delete:

• your email address and account record,
• your passkeys, two-step sign-in settings and phone number, if you added one,
• your sign-in sessions,
• the devices linked to your account, and their records.

We keep:

• the security log of sign-ins and account changes, for 12 months from each entry, so that misuse can be investigated; it is then deleted,

What Veolan keeps on your own devices (the device key, trusted devices, settings and the session log) never reaches us. To remove it, uninstall Veolan. On a Mac, also delete the folder ~/Library/Application Support/Veolan; on Windows, %APPDATA%\io.quantumencoding.veolan; on Linux, ~/.local/share/io.quantumencoding.veolan. On iPhone, iPad and Android, uninstalling removes it.

You can revoke devices, remove passkeys or your phone number, and sign out sessions yourself at any time in your account. The privacy policy has the details: veolan.com/privacy

6Privacy and security

How Veolan handles your data: veolan.com/privacy. How sessions are protected: veolan.com/security. To report a security problem, email support@veolan.com.