Send screenshots and files with a ticket
On the Open Ticket form, select Add Attachment and choose your file. A screenshot of the problem, with the address bar showing, is usually the most useful thing you can send. Keep files small and blur anything private first.
Applies to: Oogle client portal
On this page
To send a file with a ticket, select Add Attachment on the Open Ticket form and choose the file from your computer or phone. A screenshot showing the problem and the page address is the most useful thing you can send: it often saves a round of questions.
Take a screenshot
Make sure the screenshot includes the browser's address bar and any error message in full.
- Windows: press Windows key + Shift + S, then drag around the area you want. The Snipping Tool saves a copy you can find in your Pictures folder under Screenshots, or paste into a document.
- Mac: press Shift + Command + 4 and drag around the area. The file appears on your desktop. Shift + Command + 3 captures the whole screen.
- iPhone or iPad: press the side (or top) button and the volume-up button together, then release.
- Android: press the power and volume-down buttons together. Some phones use a different gesture; check your phone's help if this doesn't work.
Before you send it: hide what we shouldn't see
Look over the screenshot or file before you attach it. Crop or blur:
- passwords, even partly typed ones, and one-time codes
- card numbers, bank details and payment confirmations
- customers' personal details, such as home addresses or order histories
- any health or medical information about patients or clients
- API keys, license keys or anything labeled "secret" or "token"
If the thing you need to show us contains private data, describe it in words instead and we'll work out another way to look at it.
Attach a file to a new ticket
- Sign in to the client portal and select Support.
- Choose Website Support or Billing & Account.
- Fill in Summary, Priority and Details as usual.
- Under Attachments, select Add Attachment and choose the file.
- Repeat for each file you want to add.
- Select Open Ticket.
Keep each file reasonably small. A screenshot or a short PDF is ideal; a video usually isn't.
Adding a file later
If you think of something after the ticket is open, add it when you reply: open the ticket under Support → Tickets and use Add Reply. If you don't see a way to attach the file there, describe it in your reply and we'll tell you how to get it to us.
You'll know it worked when
The file's name appears under Attachments before you send, and it shows in the conversation on the ticket page once the ticket is open.
If something goes wrong
- The upload fails or takes forever. The file is probably too large. Crop the screenshot, save it as a JPG, or split a long PDF into the pages that matter.
- The screenshot is blurry or unreadable. Capture only the part of the screen that matters, rather than shrinking a full-screen image.
- You attached something private by mistake. Reply to the ticket straight away to tell us. If it was a password or key, change it now; don't wait for us.
Next steps
- What to include in a ticket, and what never to send
- Reply to a ticket and check its status
Frequently asked questions
How big can an attachment be?
Keep each file reasonably small: a screenshot rather than a video. If a file won't upload, say so in the ticket and we'll suggest another way.
Can I send a screen recording?
Screen recordings are usually too large to attach. Describe the steps in Details and add two or three screenshots of the key moments instead.
Is it safe to attach a document with customer details?
Only send what we need to fix the problem. Remove or blur personal details, and never attach anything with passwords, card numbers, bank details or health information.