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, we may ask you to take a picture or recording 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

To capture a screenshot:

  1. While viewing your site, press the Windows keyPrint Screen or PrtSc (usually near the top-right of a keyboard).
  2. This takes a screenshot of your whole screen, even if you don’t see it happening.
  3. The screenshot will be saved to your Pictures > Screenshots folder.
  4. Follow the steps below to send us the screenshot.
Tip: 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 computer 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 computer (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

Depending on the issue, we might ask you to take a still image screenshot or a video of what you're seeing with screen record.

To capture a screenshot on an iPhone or iPad:

  1. Press and hold the Sleep/Lock button and the Volume Up button simultaneously. If you're using an older device, it may be the Sleep/Lock button and the Home button. 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.

To make a screen recording on an iPhone or iPad, visit Apple's documentation. Follow the steps below to send us the recording in an email.

Android

Depending on the issue, we might ask you to take a still image screenshot or a video of what you're seeing with screen record.

To capture a screenshot on 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.

Android doesn't include a built-in screen recorder, but certain devices do. Consult the support documentation for your device to see if you have a built-in option, or if you'll need to use a third-party app. Follow the steps below to send us the screen recording in an email.

Send us the screenshot or recording

Live chat

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

  1. Click the paperclip icon in the bottom-right corner of the chat window.
  2. Select a file to upload and click Send.
  3. Your Advisor will receive the screenshot.

send_file_in_chat.png

It's not possible to send a screen recording in live chat. You can send it to us in email. 

Email ticket

Attach the screenshot or screen recording 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. We can't see images directly embedded in emails.
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