NordVPN Help Center
One place for all the information you need

How to take screenshots for Customer Support

Updated

During troubleshooting with our Customer Support team, they may ask you to upload a screenshot of how a specific application or website looks on your device to help diagnose the issue. Below you can find the relevant tutorials on how to make and upload screenshots on your device.

Windows

Since Windows Vista, Windows includes a built-in app to take screenshots called the Snipping Tool.

  1. To open and use the Snipping Tool, select the Start  button, type Snipping tool , and then select it in the search results.

    Windows10snipping.PNG Windows7snipping.png

  2. To choose the type of snip you want, select Mode (or, in older versions of Windows, the arrow next to New ), and then choose Free-form , Rectangular , Window , or Full-screen Snip . When making free-form or rectangular snips, use your mouse to select the area that you want to capture. Usually this will be your browser window, the NordVPN app, or a specific application.

    SnippingToolNew.png

  3. Use the Save button at the top of the Snipping Tool window to save the screenshot to an image file. To find it easier later, you can save it to your desktop.

    SnippingToolSave.png

  4. If you're chatting with our Customer Support via Live Chat, you can select "Options" below the chat, and then "Send a file". That will open a window where you can navigate to the folder you saved the screenshot in (i.e. your desktop), and you will be able to select it. You can also drag-and-drop the screenshot file from your desktop into the chat window.

    If you're contacting our Customer Support via E-mail, you can attach the screenshot file as an attachment to the e-mail, as you would with any other file.

    ChatSendAFile.PNG

Close ↑

Mac
  1. When viewing the website or application you want to create a screenshot of, press the key combination Shift-Command ()-3. That is, press three keys at the same time - the Shift key, the Command () key, and the 3 key. A screenshot file will be created on your desktop.

  2. If you're chatting with our Customer Support via Live Chat, you can select "Options" below the chat, and then "Send a file". That will open a window where you can navigate to the folder you saved the screenshot in (i.e. your desktop), and you will be able to select it. You can also drag-and-drop the screenshot file from your desktop into the chat window.

    If you're contacting our Customer Support via E-mail, you can attach the screenshot file as an attachment to the e-mail, as you would with any other file.

    ChatSendAFile.PNG

Close ↑

Android
  1. Press and hold the Volume Down and Power buttons at the same time for 1-2 seconds. The screen should flash white, and a screenshot should be created in a Screenshots folder in your Gallery or Photos app.

  2. If you're chatting with our Customer Support via Live Chat, you can select the menu button at the top of the chat, and then "Send a file". That will allow you to navigate to the screenshot and select it for uploading in the chat.

    If you're contacting our Customer Support via E-mail, you can attach the screenshot file as an attachment to the e-mail, as you would with any other file.

    LiveChatAndroid.png

Close ↑

iOS
  1. Press and hold the Sleep/Wake and Home buttons at the same time for 1-2 seconds. The screen should flash white, and a screenshot should be created in a Screenshots folder in your Photos app.

    iphone5s-buttons.png

  2. If you're chatting with our Customer Support via Live Chat, you can select the menu button at the top of the chat, and then "Send a file". That will allow you to navigate to the screenshot and select it for uploading in the chat.

    If you're contacting our Customer Support via E-mail, you can attach the screenshot file as an attachment to the e-mail, as you would with any other file.

    LiveChatiOS.png

Close ↑

Linux

Taking a screenshot on Linux isn't quite a s straightforward as it is on Windows or OS X. This is because there is no universal screenshot utility installed in Linux.

Most Linux users should be able to follow this guide: http://www.wikihow.com/Take-a-Screenshot-in-Linux

Close ↑