Taking a screenshot

If you're having a problem with something displaying incorrectly, whether it's the website or one of our messages, a screenshot is an incredibly helpful way to show Customer Support exactly what you're seeing.


Windows 10

Click on the Start Menu, and start typing "snipping" into the search box. You will see the Snipping Tool program show up in the Programs list. Click to start the program.

In the Snipping Tool program, click New to start making a screenshot.

Just position your cursor at one corner of the portion of the screen you want to capture, then click and hold, and drag it to the other corner of the portion you want to capture. Then release the mouse button. This will create a window showing your selection.

Click Save in Snipping Tool, or use Control+s on your keyboard to save the screenshot.

Note: you can email a screen shot without saving it by using the Send To button on the Snipping Tool toolbar.

Other Windows versions

Pressing Alt+Print Screen will copy the current selected window to your clipboard. To send this window to us, you will need to open a graphics program, like Windows Paint, and paste it into a file.

To open Paint, click Start, then All ProgramsAccessoriesPaint. Then, click in the white section of the screen, and paste your screenshot. You can either go to the Edit menu and click Paste or you can press and hold Control+v.

Click FileSave As. In the box that pops up, change the Save As Type to PNG or JPG. Type in a filename for your image. Choose a place to save, such as the Desktop, and click Save. You can then attach that file to Customer Support via email or the ticket system.

MacOS

To take a screenshot of your whole screen on a Mac, hold down Command+Shift+3.

To take a screenshot of just a portion of your screen, hold down Command+Shift+4. This will turn your cursor into a "target" icon. Just position your cursor at one corner of the portion of the screen you want to capture, then click and hold, and drag it to the other corner of the portion you want to capture.

This will create a file on your desktop, called Picture 1.png (or Picture 2, etc.) You can attach that file to Customer Support via email or the ticket system.

iPhone/iPad

For iPhone X, XS and XR:

  1. Press and hold the side button on the right of the iPhone.
  2. Hold down the Volume Up button at the same time.
  3. The screen will flash momentarily.
  4. Your screenshot is saved in Photos.
  5. Upload the screenshot to your Customer Support ticket.

For other iPhones and iPad:

  1. Press the front button on the iPhone/iPad.
  2. Hold down the power button on top of iPhone simultaneously.
  3. The iPhone/iPad screen will flash momentarily
  4. Your screenshot is saved in Photos.
  5. Upload the screenshot to your Customer Support ticket.

Android

If your device is on Android 4.0 or newer, holding down the volume down + power buttons (or home + power buttons) at the same time should take a screenshot.

If that doesn't work, find your device in this list and follow the instructions.

Screenshots can be found in the Gallery app under the Screenshot album.