Note: While our most popular guides have been translated into Spanish, some guides are only available in English.
Taking a screenshot

When you request help from Squarespace via email or live chat, we may ask you to take a picture of your screen and share it with us. This helps us see what you're seeing and better understand your issue.

You can do this with the built-in features of your device's operating system or downloaded software.

Tip: Take a screenshot of the entire browser window, including the address bar, unless an Advisor asks for something different. Seeing the whole browser can give us useful context about the issue.

Windows

  1. While viewing your site, press AltPrint Screen. (Print Screen is usually near the top-right of a keyboard.)
  2. To capture the whole desktop rather than just your browser, press Print Screen without pressing Alt.
  3. Open Microsoft Paint by going to Start > Programs > Accessories.
  4. Press Ctrl + V to paste the screenshot into Paint.
  5. Open the File menu, and select Save as.
  6. Name the file, select .jpeg as the file format, and save the file to your desktop.
  7. Follow the steps below to send us the screenshot.
Note: If you're using Windows Vista or Windows 7, you can use the built-in Snipping Tool (Located in: Start > Accessories > Snipping Tool).

Mac OSX

  1. Press + Shift + 4 and capture the area with the crosshairs.
  2. The screenshot saves to your desktop as 'screenshot date time.jpg.'
  3. Follow the steps below to send us the screenshot.
Note: If you're using Mac 9.x or below, then press + Shift + 3. This will create a file on your desktop (usually called 'picture1.png').

Chromebook

  1. Press Ctrl+ ShiftSwitch Window (or Ctrl + Shift + F5).
  2. Capture the area with the crosshairs.
  3. The screenshot saves to your Downloads folder.
  4. Follow the steps below to send us the screenshot.

Mobile devices

iOS

To capture a screenshot on an iPhone or iPad:

  1. Press and hold the Home button and the Sleep/Lock button simultaneously. Depending on your device, the Sleep/Lock button is either on the top or right side.
  2. You should see the screen flash when your screenshot is successfully saved.
  3. Your screenshot will save to the Photos app under Saved Photos or Camera Roll depending on your device.
  4. Follow the steps below to send us the screenshot.

Android

For Android 4.0 and above:

  1. Press and hold the Power and Volume down buttons simultaneously.
  2. You should hear a shutter noise and see the screen flash.
  3. A notification will appear at the top of the screen, from which you can access your screenshot. 
  4. You can also hold down the Power button until the option to take a screenshot presents itself at the bottom of the screen.
  5. Follow the steps below to send us the screenshot.

Send us the screenshot

Live chat

In an open live chat, send your Advisor a screenshot in the conversation by following these steps:

  1. In the bottom-left corner of the chat window, click Options.
  2. Click Send File.
  3. Select the file to send.
  4. Your Advisor will receive the screenshot.

Email ticket

Attach the screenshot to an email reply. Include a case number (#XXXXXX) if you have an open support ticket.

Note: Don't drag and drop the image into the body of the email. Please add it as an actual attachment. Unfortunately, we can't see images directly embedded in emails.
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