Taking a screenshot

When you request help from Squarespace, we may ask you to take a picture of your screen and send it to us as an attachment. This helps us see what you're seeing and better understand your issue.

You can do this with the built-in features of your computer's operating system or downloaded software.

Note: Take a screenshot of the entire browser window, including the address bar, unless an Advisor asks for something different. Seeing the whole browser can give us useful context about the issue.


To capture a screenshot:

  1. While viewing your site, press the Windows keyPrint Screen or PrtSc (usually near the top-right of a keyboard).
  2. This takes a screenshot of your whole screen, even if you don’t see it happening.
  3. The screenshot will be saved to your Pictures > Screenshots folder.
  4. Follow the steps below to send us the screenshot.
Tip: If you're using Windows Vista or Windows 7, you can use the built-in Snipping Tool (Located in: Start > Accessories > Snipping Tool).


  1. Press Command + Shift + 4 and capture the area with the crosshairs.
  2. The screenshot saves to your computer as screenshot date time.jpg.
  3. Follow the steps below to send us the screenshot.
Note: If you're using a Mac 9.x or below, then press Command + Shift + 3 while viewing the site you're experiencing difficulty with. This will create a file on your computer (usually called picture1.png).


  1. Press Ctrl + Shift Switch Window key (or Ctrl + Shift + F5).
  2. Capture the area with the crosshairs.
  3. The screenshot saves to your Downloads folder.
  4. Follow the steps below to send us the screenshot.

Mobile devices


To capture a screenshot on an iPhone or iPad:

  1. Press and hold the Home button and the Sleep/Lock button simultaneously. Depending on your device, the Sleep/Lock button is either on the top or right side.
  2. You should see the screen flash when your screenshot is successfully saved.
  3. Your screenshot will save to the Photos app under Saved Photos or Camera Roll depending on your device.
  4. Follow the steps below to send us the screenshot.


For Android 4.0 and above:

  1. Press and hold the Power and Volume down buttons simultaneously.
  2. You should hear a shutter noise and see the screen flash.
  3. A notification will appear at the top of the screen, from which you can access your screenshot.
  4. You can also hold down the Power button until the option to take a screenshot presents itself at the bottom of the screen.
  5. Follow the steps below to send us the screenshot.

Send us the screenshot

Attach the screenshot to an email reply (recommended), or email it separately to customercare@squarespace.com including a case number (#XXXXXX) if you have an open support ticket.

Note: Don't drag and drop the image into the body of the email. Please add it as an actual attachment. Unfortunately, we can't see images directly embedded in emails.
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