How to provide visual evidence for troubleshooting – Sendcloud Help Center

Purpose: Learn how to capture and share screenshots, screen recordings, and technical information with Sendcloud Support to help us investigate and resolve issues.

When something isn't working as expected in Sendcloud or your webshop, our Support team may ask you to provide visual evidence of the issue. This helps us understand what happened, identify error messages, and investigate the problem more efficiently.

Depending on the issue, you may be asked to share a screenshot, a screen recording, or additional technical information from your browser.

For screen recordings, we use Birdie, a browser-based tool that doesn't require you to install additional software or browser extensions.

Before you begin: You don't need to create a screen recording for every support request. If our Support team needs one, an agent will send you a Birdie invitation link and explain what information to capture.

Which type of evidence should I provide?

The type of evidence depends on the problem you're experiencing.

Screenshot: Best for showing a specific error message, incorrect setting, or unexpected result that is already visible on your screen.
Screen recording: Best for showing a sequence of actions, a problem that occurs during a particular workflow, or an issue that is difficult to explain with a single image.
Developer Tools recording: Helps our Support team investigate technical errors that may not be visible on the page.
HAR file: Contains technical information about your browser's network activity, including requests, responses, status codes, and timings.

If you're unsure which option to use, follow the instructions provided by your Support agent.

How to create a screen recording with Birdie

Birdie allows you to record the steps that lead to an issue directly from your browser. Your Support agent can then review the recording to better understand what went wrong.

💡 Tip: Keep your recording short and focused. Start just before the issue occurs and stop once the error message or unexpected behavior is visible. You don't need to record your entire workflow.

Step 1: Prepare your screen before recording

Before opening your Birdie invitation link, complete the following checklist. This helps ensure your recording contains all the information our Support team needs.

Log in to your accounts: Make sure you're already logged in to Sendcloud and your webshop backend, if applicable. This prevents unnecessary login steps from appearing in the recording.
Check whether you can reproduce the issue: If possible, repeat the action to confirm which steps trigger the problem. If the issue happens only occasionally, you can still report it. Let your Support agent know that it isn't consistently reproducible.
Navigate to the correct page: Open the page or section where the issue occurs and position yourself just before the action that triggers it.
Prepare any necessary information: Make sure the relevant order, integration, shipping method, or setting is ready to demonstrate.
Check for sensitive information: Close unrelated applications, browser tabs, and notifications. Avoid displaying passwords, API keys, payment details, or other confidential information during the recording.

Important: Don't start recording until you're ready to reproduce the issue. If you're asked to share your entire screen, remember that other visible windows and notifications may also appear in the recording.

Step 2: Check what you need to record

Depending on the issue you're experiencing, our Support team may need to see specific steps or information.

Expand the relevant section below to find out what to include in your recording.

My integration isn't connecting

If you're experiencing problems connecting your webshop or another integration to Sendcloud:

Open Sendcloud or your webshop backend, depending on where the connection issue occurs.
Navigate to the page immediately before the integration settings or connection page.
Start your Birdie recording.
Open the relevant integration or settings page.
Show what happens while the page loads or while you attempt to connect the integration.
Keep recording until any error message or unexpected behavior is visible.

💡 Tip: Make sure the recording includes the loading process and any error messages. This can help our Support team identify where the connection fails.

My orders aren't being imported into Sendcloud

If orders aren't appearing in Sendcloud as expected:

Log in to your webshop backend.
Navigate to an order that isn't being imported correctly.
Start your Birdie recording.
Perform the relevant action to send, process, or synchronize the order, if applicable.
Show the result, including any error messages or unexpected behavior.
Stop the recording only after the final result is visible.

Note: The available actions depend on your webshop integration. If orders are imported automatically, your Support agent may ask you to demonstrate a different part of the workflow.

The service point picker isn't working

If customers can't select a service point during checkout, or the service point picker doesn't behave as expected:

Open your webshop checkout.
Navigate to the step immediately before selecting a shipping method.
Start your Birdie recording.
Select the relevant shipping method.
Show whether the service point picker, map, or list appears as expected.
If the picker appears but doesn't work correctly, demonstrate the unexpected behavior.
Stop recording once the issue is clearly visible.

💡 Tip: Keep the checkout page and the selected shipping method visible so our Support team can understand the context in which the issue occurs.

I'm experiencing a different technical issue

If your issue isn't listed above, follow these general guidelines:

Navigate to the page where the issue occurs.
Start recording just before performing the action that triggers the problem.
Perform the relevant steps in the same order as when you experienced the issue.
Show the error message or unexpected result.
Stop the recording once the issue has been demonstrated.

If the problem occurs randomly or can't be reproduced consistently, explain this to your Support agent and provide any additional details you have.

Step 3: Record your screen using Birdie

Once you've prepared your screen and know which steps to demonstrate, you're ready to create your recording.

Open your Birdie invitation link.
Click the link shared by your Sendcloud Support agent through email, chat, or your support ticket.
Select your entire screen.
When your browser asks for permission to share your screen, choose Entire screen or the equivalent option in your browser. Select the screen you want to record and click Share.

Why share your entire screen? This allows our Support team to see the browser URL bar, relevant pop-up notifications, and the full context of the issue.
Reproduce the issue.
Once recording begins, perform the steps that trigger the problem. Follow the instructions provided by your Support agent or the guidelines in the previous section. Make sure any error message or unexpected result is clearly visible before moving to the next step.
Stop the recording.
Once you've demonstrated the issue, click Stop recording in Birdie. Depending on your browser, you may also be able to click Stop sharing in the screen-sharing controls.
Share the recording with Support.
Depending on the Birdie invitation link, your recording may be sent automatically to your Support agent, or you may receive a unique link to share. If Birdie generates a link, copy it and paste it into your existing support chat, email conversation, or ticket reply.

Important: If Birdie generates a recording link, make sure to share it with your Support agent. Creating the recording doesn't necessarily mean it has been submitted.

How to provide a screenshot

For some issues, a screenshot is enough to show our Support team what went wrong.

A screenshot captures a still image of your screen. You can usually save it as a PNG or JPEG file.

What should your screenshot include?

To help us investigate the issue, make sure your screenshot includes:

The error message: Make sure the complete message is visible and readable, if one appears.
The page where the issue occurred: Include enough of the page to show which section, setting, or workflow you're using.
Relevant context: Show the affected field, option, or result, when applicable.

💡 Tip: Avoid cropping your screenshot too closely around an error message. Showing the surrounding page helps our Support team understand where and when the issue occurs.

When sending your screenshot, also describe which steps you followed before the error appeared.

How to take a screenshot

Windows

Open the page containing the issue.
Press Windows + Shift + S to open the screen capture tool.
Select the area you want to capture, making sure the error and relevant context are visible.
Save the screenshot as an image file.
Attach the image to your support conversation.

You can also use the built-in Windows Snipping Tool.

Mac

Open the page containing the issue.
Press Command + Shift + 4 to capture a selected area, or Command + Shift + 3 to capture the entire screen.
Make sure the error message and relevant page information are visible.
Locate the saved screenshot.
Attach the image to your support conversation.

For more options, see Apple's screenshot instructions.

Advanced troubleshooting: Developer Tools and HAR files

For more complex or persistent technical issues, our Support team may ask you to provide additional information using your browser's Developer Tools.

Depending on the issue, you may be asked to record Developer Tools using Birdie or export a HAR (HTTP Archive) file. Both methods provide technical information that can help our Support team identify errors that aren't immediately visible on the page.

Note: You only need to use Developer Tools or provide a HAR file if your Support agent asks you to. For most issues, a regular Birdie recording or screenshot is sufficient.

How to record Developer Tools using Birdie

If your Support agent asks you to record Developer Tools, follow these steps:

Open the browser page where the issue occurs.
Open Developer Tools using one of the following shortcuts:
- Windows: Press F12 or Ctrl + Shift + I.
- Mac: Press Command + Option + I in a supported browser.
Alternatively, in Chrome or Firefox, right-click the page and select Inspect.
A panel containing Developer Tools will open.
Select the Console or Network tab, depending on your Support agent's instructions.
Start your Birdie recording and reproduce the issue while keeping the requested tab visible.
Stop the recording once the relevant error or technical information has appeared.

💡 Tip: If you're using the Network tab, open it before reproducing the issue so the relevant browser requests can be captured.

What's the difference between Console and Network?

Console

The Console tab displays messages generated by the browser, including JavaScript errors and other technical warnings. It can help identify problems affecting how a page works.

Network

The Network tab displays requests exchanged between your browser and the services it communicates with. It can help identify failed requests, loading problems, and HTTP errors such as 4xx or 5xx responses.

Your Support agent will tell you which tab to use and what information needs to be visible.

I'm using Safari. How do I open Developer Tools?

Safari uses its own developer tools, which may need to be enabled before they can be opened.

Follow Apple's instructions for using Safari Developer Tools.

Once Developer Tools are available, follow the instructions provided by your Support agent.

How to capture a HAR file in Google Chrome

A HAR (HTTP Archive) file records the network requests your browser makes while you reproduce an issue. It includes requests, responses, status codes, and loading times.

This information helps our Support team understand what happened between your browser and Sendcloud. A HAR file can also provide additional technical details alongside a screen recording.

When should I provide a HAR file?

You may need to provide a HAR file if:

You're unable to record your browser's Developer Tools using Birdie.
The issue didn't occur during your Birdie recording.
Our Support team specifically asks you to provide one.

Important – Privacy warning: HAR files may contain sensitive information, including cookies, session tokens, and API credentials.

Always export a sanitized HAR file. Never share HAR files publicly, such as on forums or social media. Only share them with Sendcloud Support through your support ticket.

Step 1: Prepare your browser

Open a new tab in Google Chrome and navigate to the page where the issue occurs. Don't reproduce the issue yet.
Close any other browser tabs containing sensitive or confidential information.

Step 2: Capture the HAR file

Open Developer Tools.

Use the keyboard shortcut for your operating system:
- Windows: Press F12 or Ctrl + Shift + I.
- Mac: Press Command + Option + I.
Open the Network tab.

In the Developer Tools panel, select Network.
Enable Preserve log.

Select the Preserve log checkbox at the top of the Network tab. This keeps the network requests visible even if the page reloads or redirects.
Clear previous requests.

Click the Clear icon in the Network tab toolbar to remove any previously recorded requests.
Reproduce the issue.

Perform the steps that trigger the problem while keeping Developer Tools open. Wait until the error message or unexpected behavior occurs.
Export the HAR file.

Click the Download icon (downward arrow) in the Network tab toolbar and select Export HAR (sanitized)....
Save the file.

Choose a location on your computer and save the sanitized HAR file.

💡 Tip: Make sure the Network tab is open and Preserve log is enabled before reproducing the issue. Otherwise, important requests may be missing from your HAR file.

Step 3: Share the HAR file with Support

Attach the sanitized HAR file to your Sendcloud support ticket.
If the file is too large to attach, upload it to a secure cloud storage service and share the link privately in your support ticket.
Include a short description of the steps you followed and the time the issue occurred.

Note: A HAR file contains technical information about your browser's network activity, but it doesn't show what happened visually on your screen. If requested, provide it alongside your Birdie recording or screenshot.

Important: Developer Tools may display sensitive technical information, including authentication tokens, cookies, or personal data. Only capture the information requested by your Support agent, and don't share sensitive values unnecessarily.

Once you've captured the issue, share the evidence through your existing support conversation.

Birdie recording: If the recording is submitted automatically, no additional link may be needed. If Birdie generates a shareable link, copy it and send it to your Support agent.
Screenshot: Attach the PNG or JPEG image to your support chat, email, or ticket reply.
HAR file: If requested by our Support team, attach the sanitized HAR file to your support ticket. If the file is too large, share it privately using a secure cloud storage link.
Other evidence: If your Support agent requests another file or format, follow their instructions for sharing it.

What else should I include?

Along with your screenshot, recording, or HAR file, provide a short explanation of the issue. If possible, include:

What you were trying to do: The action or result you wanted to achieve.
What happened instead: The error message or unexpected behavior you experienced.
Steps to reproduce the issue: The actions you followed before the problem occurred.
How often it happens: Whether the issue occurs every time or only occasionally.
When the issue occurred: Include the approximate date and time, especially when sharing a HAR file.

💡 Tip: The more clearly you can show and describe the issue, the easier it is for our Support team to investigate. A short recording that demonstrates the problem is usually more useful than a long recording containing unrelated steps.

If you haven't contacted Support yet, you can reach our team through the support options available in your Sendcloud account.