Short answer: you need three things — your server address, your username and your password. All three are in your welcome email and in your control panel. Then install the free Remote Desktop app for your device and you are connected.
Applies to: RDP connections · Windows, Mac, iPhone, iPad, Android, Chromebook and Linux
RDP is the connection most customers settle on for daily work. It gives you sound, printing to your own printer, a second monitor and proper file access — all the things a browser session cannot offer.
Setting it up takes a couple of minutes, once. This article covers what to gather before you start, so the actual connection is quick.
The three details you need
1. Your server address
This is either an IP address (four numbers separated by dots) or a hostname. It tells the Remote Desktop app which machine to connect to. It does not change unless you ask us to change it, so once you have saved a connection you will not need it again.
2. Your username
The Windows account name on your cloud desktop. This is not the same as the email address you use to sign in to the control panel — they are two separate logins, and mixing them up is the single most common first-connection failure.
3. Your password
The Windows password that goes with that username. Again, not your control panel password.
Two logins, not one
Your control panel login manages your account — billing, restarts, support. Your Windows login gets you into the desktop itself. If a connection is refused, check you are using the Windows one.
Where to find them
All three arrived in the welcome email we sent when your account was created. If that email has been lost, the same details are in your control panel under your account summary.
If you cannot find either, open a support request from the control panel and we will confirm the address and username. For security we will reset the password rather than tell you the existing one.
Get the app for your device
On Windows the client is already installed. Everywhere else it is a free download from Microsoft, now called Windows App — it was renamed from “Microsoft Remote Desktop”, so searching the old name may not find it.
| Your device | What to use |
|---|---|
| Windows | Already installed — search the Start menu for Remote Desktop Connection |
| Mac | Windows App, free from the Mac App Store |
| iPhone / iPad | Windows App, free from the App Store |
| Android | Windows App, free from Google Play (Android 11 or later) |
| Chromebook | The same Windows App from Google Play, if your Chromebook supports Play Store apps |
| Linux | Remmina or FreeRDP from your package manager |
On a Chromebook, do not confuse this with Chrome Remote Desktop. That is a different Google product and it will not connect to your cloud desktop.
Two things to expect on the first connection
A certificate warning. The first time you connect, your device will say it cannot verify the identity of the remote computer. This is normal for a direct connection to your own server. Accept it, and tick the box to remember it so you are not asked again.
A slow first sign-in. Windows builds your profile the first time you log in, so the very first connection can take a minute or two longer than the ones after it. That is one-off.
Questions and answers
Is RDP included, or does it cost extra?
It is included on every plan at no extra cost, alongside browser access. The Microsoft app you install on your own device is also free.
My username and password are not working. What is wrong?
Nine times out of ten you are using the control panel login instead of the Windows one. They are two separate accounts. Check your welcome email for the Windows credentials, or open a support request and we will reset them.
Why does it warn me about a certificate?
Because you are connecting directly to your own server rather than through a third party that has published a certificate for it. The connection is still encrypted. Accept the warning and tick the box to remember your choice.
Can I connect from more than one device?
Yes. Save the connection on as many devices as you like. You will be connecting to the same desktop each time, so your work follows you.
Does my server address ever change?
Not unless you ask us to change it or you move to a different plan. Saved connections keep working.
The app is called Windows App now. Is that the right one?
Yes. Microsoft renamed Microsoft Remote Desktop to Windows App, and the older apps are no longer supported. If you search the app stores for “Remote Desktop” you will mostly find third-party alternatives — look for the Microsoft one.
RDP will not connect from my office network. What now?
Some corporate, school and hotel networks block the port RDP uses. Browser access runs over ordinary web traffic and usually works where RDP does not, so use that while you are on those networks.
Related articles
- Browser access or RDP: which should you use?
- What browser access cannot do (and what to use instead)
- Connect by RDP on Windows, Mac, iPhone, Android and Chromebook
Cannot find your details?
Open a support request from your control panel — that is the fastest route, because it reaches the team who can already see your account. You can also email [email protected]. We will confirm your address and username, and reset the Windows password if you need it.