How do I take a screenshot to send with my support ticket?
Screenshots are just snapshots of what's currently visible on your computer screen, and they can be very helpful when you want to show a Customer Support Representative exactly what you're seeing on your screen.
Just follow the steps below to take a screenshot of everything that's currently visible on your screen. Once your screenshot is saved as a file on your computer, you can attach it to an email message.
Click or tap on a heading below to jump to a specific section:
Windows XP users
- Press the PrtScn (Print Screen) key on your keyboard. (This key can usually be found in the upper right area of your keyboard.)
- When you do that, the image is copied to your Windows clipboard. To view and save the image, it must be pasted into a graphics program (such as Paint).
- To open Paint, click the Start button, then Accessories, and then Paint.
- Paste the image into the Paint document by clicking on Edit at the top, and selecting Paste from the menu.
- Select File then Save As to save the image to a location of your choice on your computer.
Windows 7 / Vista users
- Open the Start menu (Windows icon button in the lower left corner).
- In the Search box at the bottom of the Start menu, type snip.
- Open the Snipping Tool, which will automatically be ready to take a picture of your screen.
*If you need time to reposition or make adjustments to the items on your screen (for example, to bring up an error or other item that you want to capture), click Cancel.
- When ready, click New, then drag your cursor around the area you want to capture.
- Select File then Save As to save your new image somewhere you can easily find it, such as your Desktop.
Windows 8 / 8.1 users
- From your Windows 8 desktop, move your mouse into the lower-left corner of your screen and right-click.
- Click the Search icon.
- Type snip into the search box, then press the Enter key.
- Open the Snipping Tool, which will automatically be ready to take a picture of your screen.
*If you need time to reposition or make adjustments to the items on your screen (for example, to bring up an error or other item that you want to capture), click Cancel.
- When ready, click New, then drag your cursor around the area you want to capture.
- Select File then Save As to save your new image somewhere you can easily find it, such as your Desktop.
Windows 10 users
- Select the Search the web and Windows box and type in Snip.
- Select the Snipping Tool Windows application and click New.
- Drag the cursor around the area you want to capture.
*If you need time to reposition or make adjustments to the items on your screen (for example, to bring up an error or other item that you want to capture), click Cancel.
- Select File then select Save As and save the file somewhere you can easily find it, such as your Desktop.
Mac users
- On your keyboard, press ⌘ +Shift + 4.
- Drag the cursor around the area you want to capture.
- The image will save to the desktop as a picture.
iPad and iPhone users
To take a screenshot, press the Home button and the Sleep/Wake button on the device at the same time. The screen will flash white. If you have sound enabled, you'll hear a camera click.
If you're contacting customer support, please see the Attach a File to Your Email help article for information on sending the screenshot.
Please don't send screenshots using an app. The picture will not come through. Instead, please open your internet browser and go to your mail client's website to send a screenshot.
Android users
If you're using Android 4.0 or later, including on a 3rd or 4th Generation Kindle Fire device, follow the steps below to take a screenshot and attach it in an email:
- Press and hold the power button and the volume down button at the same time. You'll see an animation on your screen, indicating that the screenshot was taken.
- The screenshot will be saved to your Gallery.
- You can now attach the screenshot to your email.