For most issues, a clear description is all we need. For trickier technical problems, our support team may ask you to gather a little diagnostic information from your browser. This guide shows you how - no technical background required.
Almost always enough: the details
Before anything technical, have these ready. They solve most tickets on their own:
- What went wrong, in your own words.
- What you expected to happen instead.
- The exact error message, word for word (a screenshot is ideal).
- When it happened (date and time, with your time zone).
- Which device, app, or browser you were using.
- Whether it affects just you or other people too.
Our Before You Contact Support guide has the full checklist.
Taking a screenshot
A screenshot of the error is often worth more than a long description.
- Windows: press the Windows key + Shift + S to capture part of the screen.
- Mac: press Cmd + Shift + 4 to capture part of the screen.
- Phone: use your phone's normal screenshot buttons.
Attach the image when you open or reply to a support ticket.
If support asks for browser diagnostics
For hard-to-reproduce problems in the web portal, support may ask for your browser's "console" messages. You do not need to understand them - just capture and send them.
- In Chrome, Firefox, or Edge, press F12 to open the developer tools (on a Mac in Safari you first enable the Develop menu in Safari's settings, then press Cmd + Option + C).
- Click the Console tab.
- Reproduce the problem so any messages appear.
- Right-click in the console and choose the option to save or export the messages to a file (wording varies by browser), or select the text and copy it into a document.
- Attach that file to your support ticket.
Only do this if support asks - it is not needed for everyday questions.
A note on privacy
Diagnostic information can include things like phone numbers, timestamps, and technical identifiers. We use it only to troubleshoot your issue, and we handle it according to our privacy policy. Never paste passwords or payment details into a ticket - support will never ask for them.
Sending it in
Open Support → Contact Support to start a ticket. Our support assistant will ask you to describe the issue and may ask a few follow-up questions; attach your screenshot or file there. You can track progress under Support → My Tickets.