In this guide
Transcribe the useful wordsDescribe the expected resultUse a structured exampleAdd an image only if it contributesA text description can communicate an account error without a secret-bearing screenshot. Keep the exact error wording, relevant screen context and observation time. Distinguish what the app displayed from what you think caused it.
Transcribe the useful words
Copy the error text accurately without adding credentials. Include the app name, screen heading and the action immediately before it appeared. If the message includes an account value, replace that value with a clear placeholder and say it was removed. Preserve error codes when relevant.
Describe the expected result
State the specific task: confirm an end date, enter a supported account method or find a software purchase. Explain what happened instead. This helps support identify the right question without receiving a full device history. Avoid saying the account was hacked or payment failed unless that conclusion is actually established.
Use a structured example
The example below is fictional. Replace it with your real observation, keeping secrets excluded.
| Field | Illustrative text |
|---|---|
| App and screen | Player X, account-status screen |
| Action | Opened the current saved profile |
| Observation | Displayed date differs from order confirmation |
| Time | Full date and zone if known |
| Question | Which service date is confirmed? |
Add an image only if it contributes
If the layout itself matters, a redacted image may help alongside the text. The text remains useful to someone using assistive technology and makes the case searchable. Keep the final exported image free of passwords, complete connection links and unrelated notifications. A text alternative should clarify evidence rather than reproduce every private value visible on screen.
Questions about this guide
Should I correct the grammar of the app’s error message?
Keep the exact wording where practical so support can recognise it. You can add your own explanation separately. If you translate or paraphrase, label that clearly and retain the original text when available without exposing account values.