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Problem recording

When investigating an issue, we may ask you to provide a screen recording so we can see exactly what happens and when. Chrome has a built in screen recorder that requires no additional software, you can also use the built in tools within your basic OS. Below are guides for both, to help us help you with any issues.

Before you get started

  • Use Google Chrome (version 92 or later).
  • Make sure your recording will not capture any sensitive information such as passwords, personal data, or payment details. If it will, let us know and we can arrange a more secure method.
  • Keep the recording as short as possible. Start just before the issue occurs and stop immediately after.

How to record steps

  • Open Chrome and navigate to the page where the issue occurs.
  • Open DevTools by pressing F12 (Windows/Linux) or Cmd + Option + I (Mac).
  • Click the three-dot menu (⋮) at the top-right of the DevTools panel and select More tools, then Recorder. If you do not see the Recorder option, your Chrome version may be below 97. Update Chrome via Menu > Help > About Google Chrome and try again.
  • In the Recorder panel, click Start new recording.
  • Give the recording a name (e.g. checkout-error) and click Start recording.
  • Reproduce the issue by carrying out the exact steps that trigger the problem.
  • Click Stop recording (the square stop button) once the issue has occurred.
  • Click the Export button (download icon) and select Export as JSON, or take a screenshot of the Recorder panel if a JSON export is not required.

How to record video using screen sharing your OS

Chrome does not have a built-in video screen recorder. Use your operating system’s native tool instead.

Windows 10 / 11

  1. Press Windows + G to open the Game Bar.
  2. Click the Record button (circle icon) in the Capture widget, or press Windows + Alt + R.
  3. Reproduce the issue.
  4. Press Windows + Alt + R again to stop recording.
  5. The .mp4 file is saved to C:\Users\[yourname]\Videos\Captures\.

macOS

  1. Press Cmd + Shift + 5 to open the Screenshot toolbar.
  2. Select Record Entire Screen or Record Selected Portion.
  3. Click Record.
  4. Reproduce the issue.
  5. Click the Stop button in the menu bar.
  6. The recording saves to your Desktop by default.

Sending us the recording

Attach the file to your support ticket. If the file is too large to attach, let us know and we will provide an alternative method.

Classification: Public
Last saved: 2026/05/22 at 16:11 by Jamie

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