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How to take a screenshot or screen recording when you experience technical issues with your account

Written by Elena
Updated this week

If you're experiencing a technical issue and need help, sharing a screenshot or screen recording can help our support team better understand and resolve the problem faster. Here's how to capture your screen.

Mobile devices

iPhone (iOS)

Take a screenshot

  • iPhone with Face ID: Press the Side button + Volume Up at the same time.

  • iPhone with Home button: Press the Home button + Side (or Top) button at the same time.

  • The screenshot will appear in the bottom-left corner. Tap to edit or share it.

Record your screen

  1. Go to Settings > Control Center > Customize Controls.

  2. Add Screen Recording to your Control Center.

  3. Open Control Center (swipe down from the top-right corner on Face ID devices or up from the bottom on Touch ID devices).

  4. Tap the record button (a circle inside a circle). A 3-second countdown will begin.

  5. To stop recording, tap the red status bar and confirm.

Android devices

Take a screenshot

  • Most Android phones: Press the Power button + Volume Down at the same time.

  • On some phones (like Samsung), you can also:

    • Swipe your palm across the screen (if enabled)

    • Use the Screenshot option from the Quick Settings menu

Record your screen

  • Samsung / Newer Androids (Android 11+):

    • Swipe down to open the Quick Settings panel.

    • Tap Screen Recorder.

    • Choose your settings and tap Start.

  • Other devices:

    • If your phone doesn’t have a built-in screen recorder, you can download a free app from the Google Play Store.

Web version

Windows

Take a screenshot

  • Press PrtScn (Print Screen) to capture the entire screen. You can paste it into apps like Paint or directly into the chat.

  • Press Alt + PrtScn to capture the active window.

  • Use Windows + Shift + S to open Snipping Tool and select a portion of the screen.

Record your screen

  • Press Windows + G to open the Xbox Game Bar.

  • Click on the Record button or press Windows + Alt + R to start recording.

macOS

Take a screenshot

  • Press Command + Shift + 3 to capture the full screen.

  • Press Command + Shift + 4 to capture a selected portion.

  • Press Command + Shift + 5 for full screenshot and recording options.

Record your screen

  1. Press Command + Shift + 5.

  2. Select Record Entire Screen or Record Selected Portion.

  3. Click Record.

  4. To stop recording, click the stop button in the menu bar.

Tips for better screenshots/recordings

  • Try to capture the entire screen showing the issue or error message.

  • For recordings, show the exact steps leading to the problem.

  • Avoid including sensitive data like card numbers or passwords.

Once you have your screenshot or video, simply attach it to your chat with us so we can assist you faster.

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