Before taking a screenshot, please try a hard refresh first. Many display issues are caused by your browser showing a cached version of the page rather than the latest one, and a hard refresh takes less than a minute. If the issue persists after refreshing, then a screenshot or video will help us figure out what’s going on.

A good screenshot or video can cut the back-and-forth on a support ticket in half. This article explains how to give us everything we need to diagnose your issue as quickly as possible.

Take a screenshot of the entire browser window

The most important thing is to capture the entire browser window — not just the part of the page where the problem is. Here’s why:

• The address bar shows us the exact URL you’re looking at, which tells us immediately which page or section has the issue
• The browser itself tells us which browser you’re using and sometimes surfaces error indicators we can act on
• The full page context helps us see what’s surrounding the problem, which is often just as useful as the problem itself

A cropped screenshot of just the broken element is much harder to work with. When in doubt, capture more than you think you need.

How to take a full screenshot

Windows

• Press Windows key + Shift + S to open the Snipping Tool and drag to select your entire browser window
• Or press Print Screen to capture the entire screen, then paste into any image editor and save

Mac

• Press Command + Shift + 4 and drag to select your entire browser window
• Or press Command + Shift + 3 to capture the entire screen
• Screenshots save automatically to your desktop

iPhone and iPad

• Press the side button and volume up button at the same time (or side button and home button on older models)
• Make sure the full browser including the address bar is visible before taking the screenshot

Android

• Press the power button and volume down button at the same time
• Make sure the full browser including the address bar is visible before taking the screenshot

A video is even better for sequential issues

If your issue involves a sequence of steps — something that only breaks after you do a specific thing, or a problem that’s hard to describe in words — a short screen recording is often more useful than a screenshot. Seeing exactly what happens and in what order saves a lot of guesswork.

The easiest way to share a screen recording is with Loom, which is free and lets you record your screen and share a link instantly. Just paste the Loom link into your ticket and we’ll have everything we need.

You can also upload a video file directly to your ticket — we accept most common formats including MP4, MOV, and AVI, up to 150MB. For anything larger than that, Loom is the way to go.

Submit everything via a support ticket

Please attach screenshots and videos to a support ticket rather than sending them by email. When you submit a ticket through our support portal, we automatically receive information about your browser, operating system, and device that helps us diagnose issues faster. Email doesn’t give us any of that.

To attach a file to a ticket, click the Attach Files button when creating or replying to a ticket and select your file.

A few other tips

• If the issue only appears after you do something specific, describe the steps that lead up to it in your ticket — “it breaks when I click X” is much more useful than “it’s broken”
• If you’re seeing an error message, include the full text of the error in your ticket even if you also screenshot it
• If the problem is intermittent, take the screenshot or start the recording the moment it happens rather than trying to recreate it later
• If your issue involves how something looks on your screen, please include your display information in your ticket. Here’s how:
  1. Open your site in a browser tab without changing your window size or shape
  2. Open a new tab and go to screensizechecker.com — do not resize your browser window
  3. Scroll to the bottom of the page and click Copy All Info
  4. Paste the result into your support ticket

The more information you give us upfront, the faster we can help.