Add screenshots and details that help us resolve a problem

A useful support message shows what you were trying to do and where you got stuck. You do not need to diagnose the problem yourself.

Include the details that matter

Describe the action in a few sentences: the page you opened, the button you selected, what you expected, and what happened instead. Copy the exact message shown if you can.

For a purchase question, select the related purchase in the support form when available, or include its order reference. For a problem that happened at a particular moment, include the approximate time and your time zone.

If it happens only on one device, tell us whether you are using a phone or computer and which browser you used. Mention any steps you have already tried so we do not ask you to repeat them.

Attach a screenshot or file

1. Open the support message or reply you are writing.
2. Select Attach files.
3. Choose the files and wait for their names to appear.
4. Remove any incorrect attachment using the remove control beside it.
5. Send the message when the text and attachments are ready.

The form accepts images, PDF files, and TXT files, with up to five attachments and a 10 MB limit per file. Check the guidance beside Attach files for the current PDF page limit. If an attachment is rejected, follow the displayed explanation before trying again.

Keep private information out of screenshots

Crop the image to the relevant area while keeping the error and nearby context visible. Cover passwords, sign-in codes, recovery codes, full card details, and unrelated personal information. Do not attach identity documents to an ordinary support request; use the verification process that asks for them.

See Contact support for sending and following a request. For a file access issue, start with Fix a download that will not open.