How to take a screenshot

If a member of our Customer Experience team requests a screenshot, you may be able to paste the image directly into the body of the email reply. If your email tool does not allow that, you can add the image to your email as an attachment or upload the file directly through our Help Center.

On PC

There are two simple methods for capturing a screenshot on PC. The PrintScreen button automatically captures the full screen, while the Snipping Tool allows you to select the area you want to capture. (Not all PCs offer both options, depending on your version of Windows.)

PrintScreen

1. While the image/information you want to capture is visible on the screen, tap the PrintScreen button on your keyboard.
2. Open Microsoft Paint and paste the contents of your clipboard into that tool.
3. Save the image and add it as an attachment to your support request. 

Snipping Tool

1. While the image/information you want to capture is visible on the screen, open the Snipping Tool. 
2. Drag to select the area you want to capture.
3. Save the image to send as an attachment. Or, if you are replying to an existing message, click the Copy icon in the Snipping Tool window, then paste the image into your reply.

On Mac

1. Press Command (⌘) + Shift + 4 on your keyboard simultaneously.
2. Use the cursor (it will look like crosshairs now) to select the area you want to capture.
3. When you release the cursor, the selected area will be saved to a .PNG file on your desktop.
4. Attach that file to your support request.

On iOS (iPad, iPhone, iPod Touch)

Screenshot

1. Press the Home button and Power button at the same time.
2. If a screenshot was successfully captured, the screen will flash briefly.
3. The image will be saved to the Photos app on the device.
4. Open the Photos app and tap the image.
5. Press and hold with your finger anywhere on the image. You will see the option to Copy. Tap to copy the image to your clipboard.
6. Open your email reply to our team. Press and hold with your finger anywhere in the empty text space, then choose Paste.
7. The image should be added to your email. Add any desired text above or below the pasted image, then send the message.

For instructions on how to take screenshots with an iPhone X, please visit Apple's Help Site.

Screen Recording

If your device has updated to iOS 11 or above, you can take a video recording of your screen. Apple has instructions on how to do this on their support site. Please be aware that a recording of your screen will capture everything you see. Always remember to quit the screen recording process before entering passwords or other sensitive personal information.

On Kindle Fire

1. Press and hold the Power and Volume Down buttons.
2. When the screenshot is complete, the screen will flash briefly.
3. The image will be saved to the Photos app on the device.
4. Open the Photos app. Press and hold with your finger on the image, then choose Send when the option appears. (You must configure an email account on your device to use this function. There are additional methods for sharing photos from a Kindle Fire.)

On Android

Instructions for Android devices vary by manufacturer and Android OS version. We recommend looking for the instructions specific to your device. Google offers helpful information on capturing screenshots and recordings on a wide variety of Android devices.