How to attach a file to your EA Help case

Updated 1 week ago1 min read

Overblik

Learn how to send us screenshots, proof of purchase, or other info our advisors may need to help fix your issue.

How to attach a file

  1. 1
    Contact us from the bottom of the page.
  2. 2
    Type in the search bar to find your issue type . 
  3. 3
    Describe your issue. You’ll be able to share more details with an advisor. 
  4. 4
    Choose Select file.
  5. 5
    Select your file, then click Next to submit your case. 
There’s a 100MB size limit for each file you attach to your case. On PC, check the size of your file by right-clicking it and choosing Properties. Look for Size on disk and make sure it’s under 100MB. On a Mac, right-click the file and select Get Info to view the size.

How to attach DxDiag or proof of purchase

Trying to send us a DxDiag or proof of purchase? If your DxDiag file is larger than 100MB, double-check that it’s saved as a .txt file. If it’s a text file or an image that’s bigger than 100MB, try compressing it:
  1. 1
    Right-click on the file.
  2. 2
    Choose Send to.
  3. 3
    Click on Compressed (zipped) folder.
On Mac, you can right-click the image and select Compress to create a zip file. This will make a smaller zip file that you should be able to attach to your case.

What types of files can be attached?

  • Images: jpeg, png, jpg, heic, bmp, webp, gif
  • Document scans: pdf
  • Text files: txt, log
  • Videos: mov, mp4, mpg
  • Emails: eml, mime
Still having issues?
Get in touch with our customer support team for more help.