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.
In order for submitted footage to be acceptable, please ensure the video contains both the issue in your support ticket and your username (your username has to be legible and on display the whole time). Additionally, please make sure you follow any other instructions from the email asking for video footage.
Our accepted file formats are: .txt, .MP4, .MOV, .JPEG, .PNG, .HEIC, and .JFIF
Capturing Video
Using your phone is often the simplest solution, as most smartphones have built-in video recording and sharing features.
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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.
PlayStation 4
The PlayStation 4 console has built-in video and photo sharing, and Sony has a full guide on how to take advantage of this feature.
PlayStation 5
There are a couple ways you can share your media on PS5 and we'll list the steps for you below.
Go to the Control Center and select the recently created card
Choose Capture, and select Share
Select a recipient (You can write a message or add additional captures by selecting Attach)
Select Send (A notification lets you know when a capture is shared)
Go to your games home and select Media Gallery
Select a capture and select Share (You can choose multiple captures by selecting Select Multiple, and then selecting Share)
Select a recipient (You can write a message or add additional captures by selecting Attach)
Select Send (A notification lets you know when a capture is shared)
If you're playing on the Xbox One or Xbox Series X/S, you'll have to use Upload Studio to capture and share your video. Microsoft has a full walkthrough on how to use Upload Studio if you have any questions.
While there isn't built-in video capture software on Windows, there is a variety of software out there which will allow you to both record and share footage from your desktop. If you don't have any installed, the easiest method of getting us video might be with your phone.
- Those who play on Steam can use its native recording support to record and upload videos. You can decide where your recordings end up by changing them in your Steam settings.
If you are using OS X on your Mac, Apple's Quicktime software will allow you to capture and share video. Apple has a guide on how to do this.
Sharing Video / Screenshot
There are a couple of different ways you can share the video or screenshot we need. The size limit for attachments is 50 MB, so if your attachment exceeds that limit you may need to consider downsizing the file size or uploading the media to another site such as YouTube.
Ways you should NOT share files: There are some ways to share files that we cannot use, to protect the safety and security of all players. The biggest example would be drive sharing, like Google Drive or OneDrive. It may seem convenient, but if you try to share your attachment this way, we'll have to ask you to resend it using one of the authorized paths listed below.
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This is the most direct way to get your footage to us. All you need to do is respond 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.
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If you'd prefer to directly add a video or image to your support ticket, there are a few different methods.
When you initially file your help request, there's an option at the bottom of the screen to add an attachment. Just click on the "Add File" text to do so.
In every email you receive from 2K Support, there's a link to your ticket (following this text: "If you want to review the status of this request and/or add additional comments, simply follow the link below. You may also respond directly to this email; your comments will be added to the ticket"). If you go to that link, click on the support ticket and then the "Add File" link at the bottom of the screen.
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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/X: Twitter/X 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.