A simple guide to help you show us exactly what’s happening on your screen
What is Loom?
Loom is a free tool that lets you record a short video of your screen while you talk. Instead of trying to explain a problem in writing, you can simply show us what’s happening. It’s much easier than taking screenshots and it helps us fix things faster.
Step 1 – Install Loom
You only need to do this once. After Loom is installed, skip straight to Step 2 next time.
- Open your web browser (Chrome, Edge, etc.) and go to www.loom.com
- Click the big “Get Loom for Free” button.
- Sign up using your email address or your Google account (the easiest option).
- Loom will ask you to download the desktop app. Click Download and follow the prompts to install it, just like any other program.
- Once installed, open Loom and sign in with the same account you created.
Step 2 – Record Your Screen
- Open Loom from your taskbar or desktop.
- You’ll see three recording options. Choose “Screen Only” (you don’t need to show your face).
- For what to record, choose “Full Screen” – this is the simplest option.
- Click the big red “Start Recording” button.
- Talk us through the problem while you show us what’s happening. For example: “I’m clicking this button and nothing happens” or “This is the error message that comes up.”
- When you’re finished, click the red square stop button (bottom-left of your screen) to end the recording.
Step 3 – Send Us the Link
- After you stop recording, Loom will open a page with your video. Don’t worry – it’s already saved!
- You’ll see a “Copy Link” button – click it.
- Paste the link into an email to us (right-click → Paste, or press Ctrl+V on your keyboard). That’s it!
Helpful Tips
- Keep it short. A 1–2 minute video is usually plenty.
- Talk while you record. Explain what you’re doing and what you expected to happen.
- Show the whole problem. Start from the beginning – show us the steps you take before the issue appears.
- Loom is free. The free plan allows up to 25 videos of 5 minutes each. That’s more than enough.
- No one else can see your video unless you share the link.
⚠️ Important: Please be careful not to show any passwords or sensitive personal information on screen while recording. If you accidentally do, you can delete the video in Loom and record a new one.
