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Sending files to the Support Team
What is it?
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 information 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.
What to send?
In cases of static issues or questions regarding specific screens, we recommend sending a screenshot per the instructions below.
In cases such as browser issues we will ask for console logs so our team can examine the backend of the app and website. The information sent is under our Privacy Policy and is only used for investigating the issue at hand. Please see instructions per browser, 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.
How to send?
Sending a screencast or screenshot using an Android device
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.
Sending a screencast or screenshot using an iOS device
To record a screencast:
- Launch Settings, and select Control Center
- Scroll down in the list and add Screen Recording
- Close Settings
- Swipe-up from the bottom of the display to reveal Control Center
- Tap Screen Recording button to immediately begin recording (or 3D Touch to bring up menu).
- 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.
Sending a screencast or screenshot using 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.
Providing Console Logs
*The Logs are only used to analyze and provide a solution for the issue at hand.
To capture a screenshot of Chrome console:
Simply use the right click on the browser or for Mac, Cmd + Option + J or on Windows Ctrl +Shift +J, click on inspect. On the right side of the browser click on the console tab and take a screenshot of the issue.
To capture a screenshot of Microsoft Edge console:
Simply use the right click on the browser or Control + Shift + I, click on inspect. On the right side of the browser click on the console tab and take a screenshot of the issue.
To capture a screenshot of Safari console:
Tap on “Safari” from the top left corner of the menu.
Choose preferences tap on advanced and tick “Show Develop menu in menu bar”, then exit the screen.
Simply use the right click on the browser and choose inspect element.
On the bottom click on the console tab and take a screenshot of the issue.
To capture a screenshot of Firefox console:
Simply use the right click on the browser or Mac, Cmd + Option +K or on Windows Ctrl +Shift +J and choose inspect element.
On the bottom click on the console tab and take a screenshot of the issue.
