When as issue occurs, it is often helpful to send a screenshot to us so we can see exactly what is happening. See below to learn how to take a screenshot for your platform.
To take a picture of your whole screen on an iPhone or iPad, press the home and power buttons at the same time. The screen will flash so you know the picture was taken. On iOS 10, it will be available from your photo library to upload to us. On iOS 11, the picture will appear at the bottom of your screen for a few moments. If you tap on it, you will be given the chance to draw on the screen before sending us the picture.
If you have an iPhone X, press one of the volume buttons along with the power button to take a screenshot.
There are three ways to create a screenshot on the Mac.
Any of these methods will create a file on your Desktop which you can send to us.
Press Alt-Print Screen to copy the current selected window to your clipboard. To send this window to us, you will need to open a graphics program, like Windows Paint, and paste it into a file.
To open Paint, go to Start > All Programs > Accessories > Paint. Then, click in the white section of the screen, and paste your screenshot by typing Control-V.
Then choose File > Save As. In the dialog that appears, change the Save As Type to PNG or JPG. Type in a filename for your image. Choose a place to save, such as the Desktop, and click save. You can then send the file to us.