Make the handover easier
A useful record can save more time than another round of guessing. It helps you see patterns, undo a change and explain the situation to a colleague, provider or repair professional without exposing private information.
Capture the exact symptom, date and time, affected device or account, what you were doing, relevant version information, connection state and business or personal impact. Redact sensitive content and keep the record somewhere you can still access if the device or account becomes unavailable. Back up important data before risky work.
Capture evidence that changes a decision
- The exact error wording or a redacted screenshot.
- Device model, operating-system and app or browser version where available.
- Date, time zone and frequency of the problem.
- Whether it affects another account, device, browser, network or location.
- The action immediately before the issue and any recent update or setting change.
- Whether files, access, payments, work or safety are affected.
- What has already been tried and the result of each step.
- A safe copy of important data before an update, reset or repair.
Keep the record safe to share
Include
General device details, non-sensitive error text, redacted screenshots, timing, scope, service-status evidence and a short sequence of tested actions.
Remove or protect
Passwords, recovery codes, full account numbers, bank details, private messages, confidential documents, children’s information and anything another person has not agreed to share.
Keep a separate copy
Store evidence away from a failing device when practical. If the issue may involve a compromised account, do not rely solely on the affected inbox or device.
Record the impact
Say what cannot be done, who is affected and when it becomes serious. That helps a support team prioritise without exaggerating the technical diagnosis.
Evidence is not a reason to delay safety
Do not keep a device powered on or connected merely to collect more information if there is heat, smoke, swelling, liquid damage, suspected fraud or an immediate security risk. For important data, the NCSC recommends keeping backups and knowing how to restore them; see its backup guidance.
Evidence FAQs
Should I send a full screenshot to support?
Only if the support route is verified and the image contains no sensitive information. Crop or redact passwords, codes, personal conversations, customer data, payment details and unrelated browser tabs first.
What if I cannot identify the version number?
Record what you can: device type, approximate age, app name, browser and the screen where the issue occurs. An official support route can explain how to find the remaining detail if it is needed.
Should I make a screen recording?
A short recording can clarify a repeatable visual problem, but it can easily capture confidential information and notifications. Use it only when necessary, redact where possible and send it through a trusted route.
Choose the next safe step
Use the guide that matches the evidence you have, the impact of the problem and the reversibility of the next action. Do not rush from uncertainty to an irreversible change.