A picture of the screen you are looking at is usually faster than describing it.
What you can send
PNG, JPEG or WebP
Up to 5 MB per image
One image per message
Up to 10 images in one conversation
Press the attach button in the chat composer, pick the file, and send it with your message. The file type is checked by reading the file itself rather than trusting its name, so renaming something to end in .png will not get it through.
What happens to it
The support assistant reads the image and answers from what it shows. If it cannot read the image, it says so plainly and asks you to describe it rather than guessing, because an answer built on a misread screenshot is worse than no answer.
Our team sees the image too, on any ticket that comes out of the conversation, so you do not have to send it twice.
Never send credentials
Do not send a screenshot containing a password, an API key, a full account number, or card details. The assistant is instructed never to read those back, but the safe move is not to send them at all. Crop them out first, or describe the problem in words.
A trading platform screenshot routinely has an account number in a corner. Cropping takes a second.
How long it is kept
An image is attached to its conversation and to any ticket that comes from it.
Conversations from visitors who were not signed in are deleted after 180 days without activity, and their images are deleted with them.
If you are signed in, the image is part of your account data. It is included in your data export and it is removed when you delete your account, along with everything else.