How to Record Your Screen and Capture Screenshots for Faster Support Responses

When you encounter technical issues or have questions regarding your trading account, providing clear evidence is the fastest way to get a resolution. While text descriptions are helpful, screenshots and screen recordings allow the support team to see exactly what is happening in real-time. This guide will show you how to capture high-quality evidence to ensure your issues are resolved as quickly as possible.

Why Visual Evidence is Critical for Support

• Identifies Errors Instantly: Support agents can see the exact error code or technical glitch without guessing.
• Verifies Transactions: For deposit or withdrawal issues, a screenshot of the receipt or transaction history is the primary proof required.
• Demonstrates Technical Bugs: A video recording shows the sequence of events leading to a bug, which is essential for the technical team to reproduce and fix it.

How to Capture Effective Screenshots

A good screenshot should include relevant details such as your Account ID, the specific error message, and the date/time.

• On Windows: Press Windows + Shift + S to use the Snipping Tool and select the area you want to capture.
• On Mac: Press Command + Shift + 4 to select a specific portion of the screen.
• On Mobile (iOS/Android): Usually, press the Power button + Volume Down simultaneously (depending on your device model).
• Pro-Tip: Use a marker or arrow tool to highlight the exact area where the problem occurs. This draws the agent's attention directly to the issue.

How to Record Your Screen (Video)

If an issue occurs through a series of steps (e.g., a button not responding after being clicked), a video is much more effective than a static image.

• iPhone/iPad: Use the built-in "Screen Recording" feature in the Control Center (Enable it via Settings > Control Center).
• Android: Use the "Screen Record" tile in the Quick Settings menu or a third-party app if not built-in.
• Windows 10/11: Press Windows + Alt + R to start recording using the Xbox Game Bar.
• What to Show: Start recording before the issue occurs and capture the entire process until the error appears.

Essential Information to Include in Your Evidence

To help IUX Support or any technical team assist you immediately, ensure the following details are visible:

1. Trading Account Number (Login ID): So the team can access your logs.
2. Order or Ticket ID: If the problem is related to a specific trade.
3. Timestamp: The current date and time displayed on your device.
4. The URL or Menu Name: To identify exactly where on the platform the error occurred.

Best Practices for Sending Files to Support

• Use Live Chat: For small images, the Live Chat on the IUX website is the fastest way to upload and share.
• Email for Large Files: If your video is too large for chat, upload it to Google Drive or YouTube (as an "Unlisted" video) and send the link to support@iux.com.
• Keep it Original: Avoid using heavy filters or cropping out important navigation bars, as agents often need to see the full context of the screen.

Preparing clear visual evidence is like giving the support team a map to the problem. The more detailed and clear your screenshots and recordings are, the faster you can get back to what matters most.