When reaching out to our support team, it's really helpful to not only include a written description of the issue you're facing, but also a screenshot of the problem, a receipt from a purchase, or anything else that might give us a better idea of what's going on.
Here’s how you can take a screenshot, depending on your device:
Computer or Laptop (with Windows)
- Click on the Start menu
(usually at the bottom-left corner of your screen). - Type Snipping Tool in the search box and press Enter. This will open the tool.
- In the Snipping Tool window, click the New button (it looks like a pair of scissors).
- Your screen will fade, and your mouse cursor will turn into a crosshair. Click and drag your mouse over the area you want to capture (e.g., from top-left to bottom-right).
- Release the mouse when you’re happy with the selection. The screenshot will pop up in the Snipping Tool window.
Now, the screenshot is saved to your clipboard! If you want to add it to an email reply, simply right-click in the message box and select Paste, or press Ctrl + V on your keyboard. If you need to submit it with a ticket, click the File button in the Snipping Tool and choose Save as.... Then, you can attach it to your new ticket.
Android Phone
The steps can vary depending on your phone model, but here’s how to do it on most Android phones:
- Press the Power and Volume down buttons at the same time.
- If that doesn’t work, press and hold the Power button for a few seconds, then tap Screenshot.
- If neither of these works, check your phone manufacturer’s support site for help.
Once the screenshot is taken, it’ll be saved to your photo gallery. You can easily attach it to your support ticket or email reply.
iPhone
For models with Face ID:
- Quickly press and release the side button and the volume up button at the same time. A thumbnail of the screenshot will appear in the lower-left corner.
- Tap the thumbnail to view the screenshot, or swipe left to dismiss it.
Once the screenshot is taken, it’ll be saved to your photo gallery. You can easily attach it to your support ticket or email reply.
For models with Touch ID:
-
Quickly press and release the side button and the Home button at the same time. A thumbnail will appear in the lower-left corner.
-
Tap the thumbnail to view the screenshot, or swipe left to dismiss it.
Once the screenshot is taken, it’ll be saved to your photo gallery. You can easily attach it to your support ticket or email reply.
iPad
For models without a Home button:
- Quickly press and release the top button and either volume button at the same time. A thumbnail will show up in the lower-left corner.
- Tap the thumbnail to view the screenshot, or swipe left to dismiss it.
Once the screenshot is taken, it’ll be saved to your photo gallery. You can easily attach it to your support ticket or email reply.
For models with a Home button:
- Quickly press and release the top button and the Home button at the same time. A thumbnail will show up in the lower-left corner.
- Tap the thumbnail to view the screenshot, or swipe left to dismiss it.
Once the screenshot is taken, it’ll be saved to your photo gallery. You can easily attach it to your support ticket or email reply.