When something looks wrong, a picture of it is worth a great deal of description. You can attach screenshots when you open a support ticket, and again on every reply in the conversation — so a longer back-and-forth can carry plenty of evidence.
The limits
- Up to 3 screenshots per message, on the original ticket and on each reply.
- Up to 5 MB each.
- PNG, JPEG, or WebP.
If a file is rejected, the message tells you which one and why — usually its size or its format. Converting a large screenshot to PNG or WebP is normally enough.
Who can see them
Attachments belong to the ticket. They're visible to you and to the support staff working on it, they aren't published anywhere, and they aren't reachable by a public link. See privacy, data export, and account deletion for how we handle your data more generally.
Taking a useful screenshot
- Capture the whole window, not just the broken part — the address bar tells us which page and which site.
- Include any error text rather than describing it.
- Send a before and after when something changed, so the difference is obvious.
- Hide anything private you wouldn't want to share — cover it before you attach the image.
Opening a ticket
Start from support. Your ticket gets a reference like TKT-000123 so you can follow the conversation, and replies reach you by email as well as in your dashboard. If you're on Business Pro or have the Priority Support add-on, your tickets carry a 4-hour response target — see add-ons explained.
Before opening a ticket, it's worth a quick search of this Knowledge Base — a good many questions are already answered here.