FAQ: How to take and send a screenshot

When you request help from Greenbits Support, we may ask you to send us a screenshot. This helps us see what you're seeing and better understand the issue.

You can do this with the built-in features of your device's operating system or by downloading third-party software.

Windows

Tip: If you're using Windows Vista or Windows 7, you can use the built-in Snipping Tool (Located in: Start > Accessories > Snipping Tool).

To take a screenshot:

1. While viewing the desired page, press the Print Screen or PrtSc key  (usually near the top-right of a keyboard). This takes a screenshot of your whole screen, even if you don’t see it happening.
2. Open either Microsoft Paint or Microsoft Paint 3D by opening the search box next to the Start menu and enter, paint. Then follow the steps below for the program you chose.

Microsoft Paint:

1. When Paint opens, press Ctrl + V to paste the screenshot into Paint.
2. Open the File menu, and select Save as.
3. Name the file, select .JPEG or .PNG as the file format, and save the file to your desktop.
4. Follow the steps below to send us the screenshot.

Microsoft Paint 3D:

1. When Paint 3D opens, click the toolbar dropdown and select 2D shapes.
2. When Paint opens, press Ctrl + V to paste the screenshot into Paint.
3. Open the File menu in the top-left and select Save as.
4. Click 2D - PNG or 2D - JPEG.
5. Name the file and save the file to your desktop.
6. Follow the steps at the bottom of the page on how to send us the screenshot.

Mac OSX

1. Press ⌘ + Shift + 4 and click and drag to capture the area with the crosshairs.
2. The screenshot should save to your desktop as "Screen Shot [timestamp].jpg."
3. Follow the steps at the bottom of the page on how to send us the screenshot.

Chromebook

1. Press Ctrl + Shift + Switch Window (or Ctrl + Shift + F5). 
2. Click and drag to capture the area with the crosshairs.
3. The screenshot will save to your Downloads folder.
4. Follow the steps at the bottom of the page on how to send us the screenshot.

Sending us the screenshot

Live Chat

While talking with an agent, you can follow these steps to send your screenshot:

1. Drag and drop the file into your chat widget box.
2. Wait for the file to upload.
3. Once uploaded, the file will appear in the chat transcript.

Note: If you are unable to drag and drop a file to your chat widget, you can also upload a file from Options > Send a File and select the file.

Email ticket

Attach the screenshot to an email reply. Include a case number (#XXXXXX) if you have an open support ticket.

Note: Don't drag and drop the file into the body of the email. Please add it as an attachment.