Attach screenshots and pictures to a ticket

Capture the context that identifies the problem

A useful screenshot includes the affected feature and the coordinates needed to compare it: symbol or exact futures contract, trading date, session, selected minute, relevant filters, axes and visible source or error state. Crop to the affected area while retaining enough surrounding UI to identify the workflow. If the issue concerns saving, include the actual action result rather than only the form before submission. Add a written explanation of what the picture demonstrates, because a reader should not have to guess which row, value or missing layer matters.

Remove sensitive material before upload

Review the original image for passwords, complete developer keys, session cookies, verification codes, reset links, private payment URLs and unrelated personal information. Crop or redact those values in an image editor before attaching the file. An image preview does not automatically hide secrets in a browser address bar or an open settings panel. Support can use an API request ID, key prefix or safe invoice reference instead. The ticket is private to its owner and authorized support, but its privacy is not a reason to include credentials the investigation does not need.

Choose a supported file

The composer accepts PNG, JPEG, GIF and WebP. Each image can be at most 2 MiB, shown as 2 MB in the interface, with at most 8192 pixels per edge and 32 megapixels overall. The server validates the image format and dimensions against its claimed content type. Renaming an SVG or another document to .png does not convert it into a supported image. A screenshot at a readable reduced resolution is usually more useful than a huge full-desktop capture containing tiny unrelated windows.

1. Capture the affected view and redact sensitive details locally.
2. Choose a supported image that fits the size and dimension limits.
3. Keep the exact feature coordinates visible and explain the relevant region in text.

Attach, paste or drop up to five images

Use Attach images, paste an image from the clipboard or drop image files into the composer. Wait until each file appears in the draft attachment previews. Up to five images can belong to one message; use a focused set such as the starting state, action result and a close-up of the discrepancy. If an upload fails after another image succeeded, review which previews actually exist before retrying the missing file. An uploaded preview is not yet a sent conversation message, so finish the message send when the evidence is ready.

Review or remove a draft attachment

Read the preview filename and inspect the image before sending. Use the remove control beside a draft attachment when it is wrong or unnecessary. Removing a draft preview is different from editing an already-sent immutable message. If you accidentally sent the wrong evidence, explain the correction in a follow-up rather than assuming there is a ticket-message editing workflow. Add short captions in the message body that identify the order or purpose of multiple screenshots, especially when they show different sessions, contracts or times.

Understand private access and pending expiry

Ticket images are private records served through authenticated application access, not public media URLs. The owning customer and authorized support can read images linked to that ticket. A developer API key cannot download them. Pending uploads that have not been bound to a sent message expire after 24 hours and are removed by the worker; an old unsent draft may therefore require uploading its images again. Images already attached to messages are retained with the conversation. The system also bounds image uploads to 50 per account per UTC day.

Troubleshoot upload and email-image problems

For a size or type error, export a smaller supported image and try that file rather than repeatedly renaming the original. For an expired upload, attach it again before sending. If an image is visible in the ticket but absent from a support-reply email, report the ticket, reply time and mail client. Support emails include the private image content as CID attachments rather than relying on a public image URL, but a client's image display or attachment handling still needs direct evidence. A screenshot records one visible state; it does not establish full-session capture or provider completeness.