Support

Most answers are on this page. If yours is not, write to support@clarshot.com: a person reads every email.

Quick fixes

I can't find the ClarShot icon

Click the puzzle piece next to the address bar and pin ClarShot. Its icon then stays in the toolbar.

“Your browser is not letting ClarShot capture this page”

ClarShot shows this when the browser gives it no access to the page. There are two cases:

A file on your computer, such as a PDF you opened with Ctrl+O. Browsers keep extensions away from local files until you allow it once: press “Open ClarShot’s extension page” in the card, turn on “Allow access to file URLs”, then click ClarShot on the file again.
A page of the browser itself, such as a new tab, Settings, the extensions page or the Chrome Web Store. No extension can capture these. Open a regular web page instead.

“Could not capture this page”

Reload the page and try again. If you switched tabs while a capture was running, start it again on the tab you want to capture.

My recording has no sound

Your voice: on the Record tab, open More options and turn on Microphone. The first time, the browser asks for permission: choose Allow.
Still silent? Check that your computer hears the microphone. On Windows, open Settings, then System, then Sound, and under Input make sure the microphone is on and its level moves when you speak. On a Mac, open System Settings, then Privacy & Security, then Microphone, and make sure your browser is allowed.
Sound from a tab or from your computer: turn on “Tab / system audio” in More options. When you record a window or your whole screen, the browser's sharing window may also offer to share audio: tick it.

A keyboard shortcut does nothing

Another extension or app may already use it. The browser then leaves it unset, and the ClarShot popup shows only the shortcuts that really work. To choose your own, click “Change shortcuts” in the popup, or open chrome://extensions/shortcuts (in Edge, edge://extensions/shortcuts).

Where are my files?

Exports go to your Downloads folder, or to your clipboard when you click Copy. The last 10 images you saved or copied are in the popup's Recent list. A screenshot you closed without exporting is not kept.

A recording you did not download, for example because its window closed, is listed on the Record tab as not saved. Open it there to watch and download it; it stays on this device for 7 days.

WebM or MP4?

Recordings are WebM by default, which Chrome, Edge and many video apps play. If an app or a site needs MP4, pick MP4 under Format on the Record tab before you record. It is offered when your device can record MP4.

Before you write to us

A few details help us answer in one reply:

Your ClarShot version: open chrome://extensions (in Edge, edge://extensions) and choose Details under ClarShot.
Your browser, its version, and your operating system.
What you did, step by step, and what happened instead of what you expected.

Please send nothing private. If a screenshot helps, first blur names, email addresses and anything personal with ClarShot's Blur, or describe the problem in words. Never send a password.

Email support@clarshot.com. The link opens your own email app with these questions filled in; nothing is attached or sent until you press Send.

What happens to your email

We use it only to help you, and keep the correspondence for as long as that takes, as the privacy policy says. Writing to us does not put you on the Pro waitlist or on any other list.