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How Do I Take a Screenshot?

If you are experiencing technical issues using our online services, you may need to take a screenshot of the problem, to help our team find a solution. 

As a first step to resolving the issue, we recommend clearing the browser cache and cookies. Sometimes this may be necessary to ensure that you are displaying the most up-to-date version of our site-building and social media marketing tools.

Follow the guides below to see how to clear the cache and cookies on your browser: 

Clearing your browser cache:

If you continue to experience complications and need to contact Support, you may be asked to provide a screenshot. Screenshots are one of the most important pieces of data you can provide towards resolving an issue, and there are many reasons why.

Depending on your operating system, browser type or browser version, the way your website appears to you may be different for other visitors. Providing a visual example of what you see will put us in your shoes so that we can see exactly what you’re seeing and easily identify what might be wrong.

Screenshots are also extremely helpful to the engineering team. When you submit a screenshot of your issue, we add those images to bug reports so that the issue is easily identifiable if it reoccurs.

How to take a screenshot on a PC using Windows:

Using the Print Screen Key: 

  1. First, follow the instructions above to clear cache & cookies to eliminate any system glitches.
  2. Load the page with the error.
  3. Press and hold these three keys together: “Control” + “Print Screen”.
  4. Open Paint, or another image editing application, and press and hold the “Control” and “V” keys at the same time. This will paste the image into the application.
  5. Save the image as a JPG file and attach it to your email.

Alternatively, you can use the Windows Snipping tool:

  1. Load the page with the error.
  2. Press and hold the: “Shift”, “Windows” and “S” keys at the same time.
  3. This takes a screenshot and launches the snipping tool application, which allows you to make basic changes, for example highlighting a specific area of the screenshot.
  4. Save the image as a JPG file and attach it to your email.

You can find more detailed instructions on the Windows Support Centre here. 

How to take a screenshot on a Mac:

  1. First, follow the instructions above to clear cache & cookies to eliminate any system glitches.
  2. Load the page with the error.
  3. Press the "Shift, “Command” and “3” keys at the same time.
  4. A screenshot of the whole screen will now be taken and saved to your computer.

You can find more detailed instructions on the Apple Support Centre here. 

When creating a screenshot, it's always best to take a screenshot of the full browser window, not just the area where the error or bug exists. This way you can capture browser add-ons, toolbars or other browser customizations that may be contributing to the issue.

To have the best experience, please ensure that you are using a current browser version.