Help Center

Attaching files when you contact support

A screenshot usually explains a problem faster than a paragraph does, so the Contact Support form takes attachments. Open the Help Center, click Contact Support, and choose your files before you send.

You can attach up to 5 files, and they have to come to 10 MB or less in total. If you go over, the form says so and nothing is sent until you remove one, so a large file never fails silently.

What you can attach: PNG, JPG, GIF, TIFF, BMP and SVG images; PDF, Word, RTF and plain text documents; Excel and PowerPoint files; design files including AI, EPS, PSD and INDD; ZIP archives; and common audio and video files.

What you cannot attach: HEIC and WebP images. Email itself will not carry them, which is worth knowing because HEIC is the default on iPhone. On a Mac or iPhone, open the image, choose Duplicate or Export, and save it as a PNG or JPG. On Windows, open it in Photos and use Save as. On a phone, taking a screenshot of the image is the quickest way to get a PNG.

The form checks each file as you pick it, so you find out about a problem straight away rather than after you hit send.

Signing in before you write saves a round trip. We can see which account the message came from, so we can look at your requests and billing while we read it instead of writing back to ask which account you mean.

Your files are used to answer your message and nothing else. They travel in the support email and are not added to your storage or attached to any of your approval requests.