Support contact
Email: bss@guneykaragoz.com
Support covers:
- Installation and updates.
- Screenshots and selection.
- Quick Access, clipboard, and saving.
- Annotation and presentation tools.
- History, projects, backup, and recovery.
- Screen recording, audio, camera, and export.
- OCR and QR.
- Browser full-page capture.
- Performance and repeatable application errors.
- Privacy and security questions.
Before contacting support
- Preserve unfinished work.
- Open Recovery Center and recover anything important.
- Check the relevant documentation article.
- Record the BetterScreenShot version from Settings > About.
- Reproduce the issue once using the shortest safe steps.
- Note the local time when it happened.
- Export a privacy-reviewed diagnostic report when available.
Do not uninstall, clear History, delete app-data folders, or reset every setting before asking for help.
What to include
Copy this template into your email:
```text Subject: BetterScreenShot support - [short description]
BetterScreenShot version: Windows version:
What I expected: What happened instead:
Steps to reproduce: 1. 2. 3.
How often it happens: When it last happened:
Capture or recording mode: Connected displays and Windows scaling: Recording format, FPS, audio, and camera settings, if relevant:
Is unsaved or recoverable work involved? Yes / No Did the problem continue after a safe restart? Yes / No / Not attempted
Diagnostic ZIP attached? Yes / No Sample attached and reviewed for private content? Yes / No ```
Export a diagnostic report
- Open BetterScreenShot.
- Select Settings > Advanced.
- Find Diagnostics & Reset.
- Choose Export diagnostic report.
- Review the described contents.
- Save the ZIP to a folder you control.
- Attach it only after you are comfortable sharing it.
By default, the export excludes captures, recordings, audio, OCR text, keystrokes, clipboard contents, security tokens, and complete private paths unless you deliberately add one sample.
When a screenshot or recording helps
A sample can help when the issue is visual, such as:
- Incorrect area bounds.
- A toolbar included in the output.
- Layout overlap or clipping.
- Color or scaling errors.
- Repeated sections in a scrolling capture.
- Camera bubble position or shape.
- A specific export artifact.
Create the smallest new sample that demonstrates the problem. Remove or cover personal information first. Do not send an unrelated full-screen recording when a cropped image is enough.
Information you should never send
- Passwords or one-time codes.
- Private keys or certificate files.
- Payment or identity documents.
- Confidential customer or patient data.
- Full browser-history exports.
- Security tokens or internal automation credentials.
- A complete recording when a short sanitized reproduction is enough.
Support does not need this information to diagnose BetterScreenShot.
Urgent data-loss or recovery issue
If work appears missing:
- Stop changing settings or storage locations.
- Do not clear History.
- Do not discard Recovery Center items.
- Do not uninstall BetterScreenShot.
- Keep the computer on if a recording or export may still be finalizing.
- Email support with Data recovery at the start of the subject.
Describe what the item was, when it was created, and the last action that completed successfully. Attach diagnostics, but do not manually send application-data folders unless support specifically requests a narrow item.
Security report
Use the subject Security report - BetterScreenShot.
Include:
- The affected version.
- The feature or entry point.
- The security impact in plain language.
- Safe reproduction steps without live secrets.
- Whether the issue is public or privately held.
Do not include destructive proof-of-concept data in the first message.