# Send files and screenshots in chat

> Send screenshots, log files and other files to our team in the live chat: attach, drag and drop or paste, follow the upload, open images and download files.

Difficulty: Beginner\
Tested on: HyperDC website, HyperDC client area

A screenshot or a log file often explains a problem faster than a description. In the live chat you can send files to our team in the same conversation. This guide shows how.

## Before you start

- Start a chat first (see [chat with us live](/guides/chat-with-us-live)): files are sent inside a running conversation.
- Check what the file shows. **Hide passwords, keys and card details** in screenshots, and remove them from logs, before you send.
- HAR files (network recordings from your browser's developer tools) can contain your sign-in cookies. Send them only when our team asks, and sign out and in again afterwards.

## Step 1: Attach a file

![A conversation with the paperclip button under the message field, a screenshot shown in the conversation and a log file shown as a card](https://hyperdc.com/templates/hyperdc/img/docs/send-files-in-chat/files.en.webp "1 Attach a file, 2 a screenshot appears in the conversation, 3 other files appear as a card with name and size.")

Use whichever way is easiest:

- **Attach a file:** select the paperclip under the message field and choose one or more files.
- **Drag and drop:** drag files from your computer onto the chat window and drop them when **Drop files to send them** appears.
- **Paste:** copy a screenshot (for example with Print Screen or the snipping tool) and paste it into the message field with Ctrl + V.

Each file shows a progress bar while it uploads. **Cancel upload** (✕) stops it; if an upload fails, select **Retry**.

**Verify:** the file appears on the right side of the conversation, like your messages. Images are shown as a preview, other files as a card with their name, size and type.

> **Info**
>
> If you do not see the paperclip, files are not allowed in your chat yet. Signed-in clients can usually send files right away; as a guest, ask in the chat and our team allows files when they need one. Until then, paste log lines as text.

## Step 2: Open images and download files

- **Images:** select an image to open it in the viewer. Zoom in, move between images of the chat with the arrow keys and close the viewer with Esc.

![An image from the chat opened in the viewer, with zoom, download and close buttons](https://hyperdc.com/templates/hyperdc/img/docs/send-files-in-chat/lightbox.en.webp "Images open in the viewer; you can zoom in and download them.")

- **Other files:** select the card to download the file.

Files our team sends you appear on the left side of the conversation in the same way.

## Troubleshooting

**"… this file type is not allowed."** The chat does not accept that kind of file. Save the screenshot as PNG or JPEG, paste a log as text, or put several files into a ZIP archive.

**"… is too large (maximum … MB)."** The message names the limit. Compress the file into a ZIP archive, crop the screenshot, or send only the relevant part of a log.

**"File uploads are not available in this chat."** Files are not allowed in your chat (see the box above).

**"Upload failed".** Your connection dropped during the upload. Select **Retry**.

## Next steps

- Continue the same chat on another device: [continue a chat on another device](/guides/continue-a-chat-on-another-device).
- For long investigations with many files: [support tickets](/guides/support-tickets).

## Frequently asked questions

### Why is there no paperclip in my chat?

Files are not allowed in that chat yet. Signed-in clients can usually send files right away; for guests, our team allows files when they need one. Ask in the chat.

### Which files can I send?

Common formats such as images, PDF, text and log files, CSV, ZIP, JSON and HAR, unless our team changed the list. The chat tells you at once when a type is not accepted or a file is too large.

### Who can open my files?

You, in your own chat window, and our team. Download links work only in the browser that holds the conversation and only for a limited time.

### Can I delete a file I sent?

Not from the chat. Ask our team in the chat if you sent something by mistake.

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Source: <https://hyperdc.com/guides/support/send-files-in-chat>\
Updated: 2026-10-10