Send a screenshot when contacting support

Capture what's on your screen and send it to Customer Support so we can look at the issue with you.

When you contact us for help, having a picture or recording of your screen helps us better identify the issue.

What to include in your screenshot

Capture the entire browser window, including the address bar, unless we ask for something different. The full window tells us which page you're on and which browser you're using, which often explains the issue by itself.

Send us your screenshot or recording

How you send it depends on how you contacted us.

In live chat

Send a screenshot through live chat. You can't attach a screen recording in live chat. Send it in an email reply instead, or use a recording link if a member of Customer Support sends you one.

To send a screenshot during an open chat:

1. Click + in the bottom-left corner of the chat window.
2. Click Image, then select your file. Most file types work, including .jpeg, .png, .gif, .pdf, and .txt, up to 25 MB.
3. Click Open. The image appears in the chat immediately.

In an email reply

Attach the screenshot or recording to your reply, and include your case number (#XXXXXX) if you have an open ticket.

Add the image as an attachment rather than dragging it into the body of the email. We can't open images embedded in the message itself.

Record your screen from a link

You can use the screen record link on Chrome, Edge, and Firefox on a computer. You can’t use it on Safari or on mobile browsers. On those, use a screen recording and send it by email instead.

If we send you a recording link:

1. Click the link in the chat or email to open the recording page in your browser.
2. Click Start Recording, then click Record Screen as video.
3. When you're done, click Stop in the bottom-left corner.
4. Click Save to keep the recording, or Record again to start over.
5. Reply to us so we know when the video is ready.

Take a screenshot on Windows

To take a screenshot on Windows:

1. Press the Print Screen to capture your whole screen. To capture part of the screen instead, press Windows key + Shift + S to open the Snipping Tool.
2. Open your Pictures > Screenshots folder to find the image.

For other methods, visit Microsoft's documentation.

Take a screenshot on a Mac

To take a screenshot on a Mac:

1. Press ⌘ + Shift + 4. To capture the whole screen instead, press ⌘ + Shift + 3.
2. Drag the crosshairs over the area you want to capture.
3. Find the image on your desktop, saved as a .png file.

For other methods, visit Apple's documentation.

Take a screenshot on a Chromebook

To take a screenshot on a Chromebook:

1. Press Ctrl + Shift + Show Windows key.
2. Select the area you want to capture.
3. Open your Downloads folder to find the image.

For other methods, visit Google's documentation.

Take a screenshot on an iPhone or iPad

To take a screenshot on an iPhone or iPad:

1. Press the side button and the volume up button at the same time. On older devices, press the side button and the Home button instead.
2. Watch for the screen to flash, which means the screenshot saved.
3. Open the Photos app to find the image.

For other methods, visit Apple's documentation.

Take a screenshot on Android

Steps vary by manufacturer. On most devices:

1. Press the power button and the volume down button at the same time.
2. Listen for a shutter sound and watch for the screen to flash.
3. Open the notification that appears to find the image.

For other methods, visit Google's documentation.

Record your screen

For a video instead of a still image, use your device's built-in screen recording:

• On an iPhone or iPad, visit Apple's documentation.
• On Android 11 and above, visit Google's documentation. Older versions vary by manufacturer, so check your device's documentation.

A member of Customer Support may also send you a recording link, which records from your browser with nothing to install. Learn more about recording your screen from a link.