Attach files to a request

A screenshot, a short video or a log excerpt is often worth more than a long explanation. You can attach files to a new request as well as to each of your answers.

Attach a file

1. In the request or answer form, click Attach files.
2. Select one or more files. They show under the button, with their size.
3. To remove one before sending, click the small cross next to its name.
4. Send the request or the answer: the files go with it.

Formats and sizes accepted

The limits in force are written right next to the button, for example: "Up to 10 files of 25 MB each: pdf, png, jpg, jpeg, gif, webp, mp4, mov, webm, txt, log, csv, json, zip." The sentence shown in your form is the one that counts.

In practice, you can send:

• PDF documents;
• images (PNG, JPEG, GIF, WebP);
• videos: .mp4, .mov, .webm (a screen recording showing the problem, for example);
• text: .txt, .log, .csv, .json;
• a .zip archive to group several files or a large log.

Each file is checked: its content must really match its extension. A renamed file (a program called capture.png, for example) is refused.

If a file is refused

The message gives the file and the reason:

• "This type of file is not accepted": the extension is not in the list. Convert it, or put it in a .zip;
• "The file's content does not match its type": the file is not what its name says;
• "The file is too large" or "larger than 25 MB": shrink the image or the video, or compress the log as a .zip;
• "The file is empty";
• "At most 10 files per message": send the rest in a second answer.

When a file is refused, nothing is sent: fix it, then send the message again.

See and download a request's files

Files attached by you or by our team show under each message:

• images are shown right away; a click opens them full size;
• videos play in the page;
• PDFs open in a new tab with Open;
• logs and text files can be read with Show the content (only the beginning for large files);
• Download saves any file to your computer.

Good to know

• Never attach a password or a private key. If our team needs access, ask in the request how to pass it on.
• Hide your own customers' personal data on screenshots when it is not useful to the diagnosis.