Did you encounter an issue you’re not quite sure how deal with? Our Support Team is here for any questions or concern and would love to offer instructions and assistance whenever needed. You can always reach out here.

In order to ensure you receive a quick and efficient solution, it’s always helpful to send any relevant media files which can help clarify the issue. You can attach files of up to 20MB to support requests, or send us a link to an open cloud service for bigger files.

In cases of static issues or questions regarding specific screens, we recommend sending a screenshot per the instructions below.

For more complex issues, we highly advise that you provide with a screencast showing exactly what issue you’re facing and what steps you’ve been taking. Please see instructions per device, below.

Be advised, even when sending screencasts or shots, it is still important to write down a detailed explanation of what you’re experiencing.


Find details and platform-specific instructions below


Android

To record a screencast: If you are using an Android device, please install AZ Screen Recorder off of the Google Play store. After this you can simply press on the application, record the issue and attach the screen recording to this email.

To record a screencast using Samsung’s native recorder (varies per OS):

1. Swipe down to access your Quick Panel and select Screen Recorder.

2. Choose your preferred Sound settings, then tap on Start recording.

3. When you’re ready to stop the video simply tap the stop button.

4. You may find the video in your Gallery/ Video library and attach it to your email. 

To capture a screenshot: Use your native device options to capture the image. Make sure to include the entire screen you’re having issues with and if there’s anything specific in that screen you would like to point out, please make sure to mark it. 


iOS

To record a screencast:

  1. Launch Settings, and select Control Center
  2. Scroll down in the list and add Screen Recording
  3. Close Settings
  4. Swipe-up from the bottom of the display to reveal Control Center
  5. Tap Screen Recording button to immediately begin recording (or 3D Touch to bring up menu).
  6. Then, just forward us the file by replying to this email.

To capture a screenshot: Use your native device options to capture the image. Make sure to include the entire screen you’re having issues with and if there’s anything specific in that screen you would like to point out, please make sure to mark it. 


Web, Windows & Mac

To record a screencast on Mac: Simply use Quicktime which is preinstalled on every Mac device. Click on Quicktime and then click File → New Screen Recording and after recording the issue attach it to the email.

To record a screencast on a PC: Simply press the Windows key + Alt + R to start a recording, if that doesn’t work, press the Windows key + G to bring up the Game Bar, and click the recording button on the upper left hand side to start the recording.

To record a screencast via Chrome (Web app): Simply download Screencastify off of the Chrome web store and send us the screencast via email.

To capture a screenshot: Use your native device options to capture the image. Make sure to include the entire screen you’re having issues with and if there’s anything specific in that screen you would like to point out, please make sure to mark it. 


 

Was this article helpful to you?

Comments are closed.