A picture or a short video of the problem often saves days of back-and-forth. You can attach files when you create a ticket and to any reply.
What to attach
- Photos of the fault, the screen, a label or an error message (JPG, PNG, HEIC from a phone is fine).
- A short video from your phone showing the problem happening — up to about two minutes.
- Documents — your invoice as a PDF, or logs and reports as a ZIP.
How
- Write your message as usual.
- Under Attachments, click Choose Files and pick one or more files. The size limit for each file is shown under the field.
- Click Post. A progress bar shows while the files upload — please do not press the button twice; wait for the page to come back.
Tips
- Keep videos short and film the screen or the part that is faulty, in good light.
- If a file is over the limit, trim the video or send it in two parts across two replies.
- Screenshots of an error message beat a description of it every time.