If you encounter issues using your mobile phone or tablet device, screenshots are a vital tool to help our support team quickly identify and resolve the problem. Below are detailed steps for both iOS and Android users on how to capture and submit screenshots.
1. iOS Users: How to Capture a Screenshot
1. Capture the Entire Screen
iPhone / iPad (devices with Face ID):
Press and quickly release the Side Button and Volume Up Button simultaneously.
iPhone / iPad (devices with Home Button):
Press and quickly release the Home Button and Side Button (or Top Button) simultaneously.
The screenshot is automatically saved to the Photos app.
2. Edit the Screenshot
After capturing, a preview appears on screen. Tap the preview to enter the editor.
In the editor, use the Markup Tool to add arrows, text boxes, and annotations to highlight the issue.
3. Save and Share the Screenshot
When done editing, tap Done. The screenshot is saved in the Photos app.
To send it to support, open the Photos app, locate the screenshot, tap the share icon (upward arrow), choose Mail or Messages, and send it to us.
2. Android Users: How to Capture a Screenshot
1. Capture the Entire Screen
Most Android devices (Samsung, Google, Huawei, etc.):
Press and quickly release the Power Button and Volume Down Button.
The screenshot is automatically saved to the Gallery or Photos.
Some devices may have alternate methods—refer to the User Manual or search “Screenshot” in Settings.
2. Edit the Screenshot
After capturing, a preview appears—you can tap it to edit.
Use the Markup Tool (arrows, text, etc.) to highlight key details.
3. Save and Share the Screenshot
When done editing, tap Save. The screenshot saves to the Gallery or Photos.
To send to support, open the Gallery or Photos, select the screenshot, tap Share, choose Mail or Messages, then send.
3. Submitting Screenshots via Support Center
Email Submission:
Attach the screenshot file and send to the support team's email address.
Briefly describe the issue in the email body and reference the screenshot.
Support System Submission:
Log in to the Support Center or Help Center.
When submitting an issue or ticket, click the attachment icon to upload the screenshot.
Mention key details from the screenshot in your description.
Live Chat Submission:
If using live chat, you can typically upload screenshots directly to help our support team understand the issue.