If you've opened a support ticket with us, there's a chance we may ask you for video documentation or a screenshot of the issue you're encountering.
If you've never done this before, this post is here to give you some guidance. There are a couple of different ways you can capture and share this footage with us.
Capturing a Screenshot or Video on your Phone
- Using your phone is often the simplest solution, as most smartphones have built-in video recording and sharing features.
- This can apply to using your phone camera to record other platforms or getting screenshots and videos from your mobile games.
- For mobile screenshots and video on Android instructions check Google's guide at https://support.google.com/android/answer/9075928
- For iOS mobile recording you will want to check out https://support.apple.com/HT207935 for video and https://support.apple.com/HT200289 for screenshots.
Sharing the Video or Screenshot
There are a couple of different ways you can share the video or screenshot we need.
Directly Adding to Support Ticket:
- If you'd prefer to directly add a video or image to your support ticket, you can do this right in the application. This is the most direct way to get us the image or video.
- In the lower left corner of the support screen you will find the 'Add File' button which you can use to attach the requested information. It is just that easy!
Email:
- This is another way to get your footage to us if you are responding to your ticket via email. All you need to do is reply to the email we sent you and attach the file. It'll automatically be added to the ticket and we'll be able to view it from there.
- NOTE: This may or may not be possible for you, depending on how large an attachment your email provider will allow you to include in a message. Additionally, if you're sending your email via mobile phone, standard mobile data rates may apply.
Uploading to Video Site:
- Uploading your video to a video-sharing site will also work for us! All we ask is that you make your video publicly viewable (if you want to keep everyone from viewing it, feel free to make the video unlisted; as long as you provide us with the link, we can still check it out) and keep it online the entire time we work with you to solve your issue. If you've never used a sharing site before, here are some guides:
- YouTube: Google has some step-by-step documentation that shows you how to upload video to YouTube.
- Vimeo: Vimeo has its own Knowledge Base that will walk you through all the steps of uploading video to its site.
- Twitter: Twitter has their own guide for this as well but once you have the video recorded, you can upload the video as an attachment to Twitter and copy the URL link to send in a ticket.