A screenshot can explain an error quickly, but it can also reveal details unrelated to your support request. Prepare a separate sharing copy and inspect the exact file you will attach. Keep an unedited original privately if you need a record of what happened.
Capture only what explains the problem
Start with the error message and enough surrounding context to identify the page. Close unrelated tabs and dismiss notifications before capturing. A full desktop screenshot may expose email previews, open documents or another person’s conversation. Crop unnecessary areas from the sharing copy.
Check these details before sharing
Look for passwords, one-time codes, recovery codes, full identity numbers, payment information, email addresses and phone numbers. Also inspect the address bar, QR codes, account menus and browser notifications. A link can contain a private reset token even when its visible page title looks harmless. Do not share identity documents or payment details merely because an unexpected message asks for a screenshot.
Remove information rather than decorating it
Use a redaction tool that removes the covered information in the exported copy. A light marker, a transparent shape or an editable overlay may leave it readable or recoverable. Do not assume that blur or pixelation is sufficient for short secrets. Avoid sending the editable project file. If you cannot verify the result, describe the error in text without the private detail.
Open the exported file and inspect it again
Save the sharing copy with a distinct filename. Open that exact exported image, zoom in and review every edge of the picture. Confirm that hidden information is no longer visible and that the original was not attached by mistake. Automated redaction can miss information, so inspect the result yourself.
Share through the intended channel
Check who will receive the attachment and whether the conversation is public. A public forum usually needs less information than a verified private support channel. Our website impersonation guide explains how to check an unfamiliar request. For the accompanying explanation, use the support issue record checklist: time, action attempted, exact error and what remains unresolved.
Further reading
The ICO’s secure disclosure guidance explains why hidden personal information needs attention. It concerns organisational document disclosure; this article applies the general precaution of checking the final sharing copy to everyday support screenshots. See also our account security guide.
Example: what to keep and what to hide
Suppose a screenshot shows “Page unavailable” above an account panel. A useful sharing copy keeps the error and its context while removing details that do not explain it. The examples below contain no real account data.
| Keep if relevant | Hide or remove |
|---|---|
| The exact error message and page heading | Passwords, one-time codes and recovery codes |
| The date and time, including timezone if useful | Account names, email addresses and unrelated notifications |
| A page path such as /help/ when it explains the issue | Reset links, private URL tokens, full identity or payment details, and QR codes |
After exporting, open the sharing copy as a new file. Zoom in, inspect all edges, and check that hidden information is absent rather than covered by an editable layer. Share only the file you have checked.
Editorial note: Published by the team operating CUCIRM and SpeedCuci. This is general consumer information, not an independent assessment of a platform. Read about this website and its scope.
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