In short
- A 30-second bug report video from a client is worth more than a long email: you see the page, the steps and the error.
- Your clients can already record their screen for free: Macs, Windows 11 PCs, iPhones and Android phones all have a built-in recorder.
- Ask for four things: the page address, what they did, what they expected, and what happened, plus the device and browser.
- Send the instructions at kickoff, before the first bug, and report fixes back by video too.
The easiest way to get clients to report bugs by video is to send them simple instructions before the first bug appears: how to record the screen on their device, what to show, and where to send the file. Every Mac, Windows 11 PC, iPhone and Android phone can already make a bug report video with built-in tools, so there’s nothing to install. You get the page, the steps and the error in one clip, instead of “the form doesn’t work”.
Why a bug report video beats an email
A non-technical client describing a bug is doing translation work. They see something wrong, guess at the cause, and write what they think you need to know. Important details get lost: which page, which button, what they typed, whether they were logged in.
A recording skips the translation. In 30 seconds you see:
- the exact page and address;
- what they clicked and typed, in order;
- the error, or the thing that didn’t happen;
- the browser and often the device, from what’s on screen.
It’s also easier for the client. Recording is faster than writing, and they don’t have to know what’s relevant.
What a useful bug report contains
Give clients this list. It works for a video, a written report, or both.
What to include in a bug report
- The page address (URL), or the screen in the app
- What you did, step by step, from the start
- What you expected to happen
- What happened instead, including any error message
- The device and browser (for example: iPhone, Safari)
- When it happened, if it’s not every time
Ask the client to say the expected result out loud while recording: “I’m pressing Pay, and it should take me to the confirmation page.” The gap between expected and actual is the bug.
How to record the screen on each device
Most clients won’t know their device has a recorder. These are the built-in ways.
| Device | Start recording | Stop recording | Where the video goes |
|---|---|---|---|
| Mac | ⌘⇧5, then Record | Stop button in the menu bar, or ⌘⌃Esc | Desktop, by default |
| Windows 11 | Win⇧R (Snipping Tool) | Stop in the Snipping Tool toolbar | |
| iPhone | Red indicator at the top, then Stop | Photos | |
| Android | Screen recorder notification | Photos (or Gallery) |
Official instructions for each device are linked in the sources at the end. Checked November 2026.
On a Mac
- Press ⌘⇧5 (Command, Shift and 5 together). The Screenshot toolbar opens.
- Choose what to record: the entire screen or a selected portion (on macOS Tahoe 26 or later, also a single window).
- Turn on the microphone. Choose one under , so you can explain while you record.
- Click Record, then repeat the steps that cause the problem.
- Stop with the Stop button in the menu bar, or ⌘⌃Esc. The video is saved to the desktop.
On Windows
- Press Win⇧R (the Windows key, Shift and R). Or open the Snipping Tool and choose Record.
- Select the part of the screen to record. Include the browser’s address bar.
- Turn on the microphone in the toolbar if you’d like to talk.
- Select Start, repeat the steps, then select Stop. Recordings are saved in .
On iPhone
- Swipe down from the top-right corner to open Control Center.
- Press and hold the Record button, tap Microphone to turn it on, then tap Record. If there’s no Record button, add it to Control Center first.
- Wait for the three-second countdown, leave Control Center and repeat the steps.
- Tap the red indicator at the top of the screen, then Stop. The video is in Photos.
On Android
- Swipe down twice from the top of the screen to open Quick Settings.
- Tap Screen record. If you don’t see it, tap Edit and add it.
- Choose whether to record audio and show touches, then tap Start.
- Stop by swiping down and tapping the screen recorder notification.
Menus can differ between Android phone makers; Google’s help page describes the standard version.
How clients send the video
Short recordings are often small enough to attach to an email. Longer ones, especially on a Retina Mac, can be too big. Tell clients the simplest option for them:
- From a phone: share from Photos to email, a chat app or a shared folder.
- From a computer: drag the file into the shared project folder you set up at kickoff, and send the link.
Our guide on sending a large video to a client covers the size limits of each channel, which apply in this direction too.
Instructions you can send your client
Paste this into your kickoff email or project folder, and link it again when the first bug comes in. Remove the devices your client doesn’t use.
Bug report instructions for clients
Send at kickoff, or with the first bug · About 150 words
If something on the site doesn’t work, the fastest way to show us is a short screen recording. You don’t need to install anything.
On a Mac, press Shift, Command and 5, click Options and choose your microphone, then click Record. Stop with the button in the menu bar. On Windows, press the Windows key, Shift and R. On an iPhone or Android phone, use Screen Recording in Control Center or Quick Settings.
Start from the page where it begins, make sure the address bar is visible, and repeat what you did. Say out loud what you expected to happen. Stop once the problem appears.
Then send us the video with one line: which device and browser you used. If the file is too large for email, drop it in our shared folder. Please don’t show passwords or customer data.
The best moment to share this is at the start of the project, as part of your client onboarding videos. It’s much easier to ask for a recording when the client already knows how to make one.
Reporting bugs back by video
The same habit works in the other direction. When you find a bug the client needs to know about, or when you’ve fixed one they reported, a short video is clearer than a ticket number.
- When you’ve fixed it: show the same steps from their recording, now working. Ten seconds is enough. “This is the checkout on Safari, same steps as your video, and it goes through.”
- When you need something from them: show the problem, explain it in plain words, and end with what you need. “The payment provider is rejecting test cards on the live site. Can you check the account settings, or give us access?”
- When it isn’t a bug: show why. “The form is working; the message is going to the spam folder. Here’s the setting to change.”
The message with the link says the same thing in one line, so the client knows what to do before pressing play.
Fixed: same steps as your video, and the checkout now goes through on Safari. Could you try it once on your iPhone?
https://justrec.app/v/k3f9Qa
Our client video scripts include a ready-to-adapt script for reporting a bug to a client, and the guide to design feedback by video uses the same approach for visual changes.
Bug reports are one of the clearest cases for video in client work. For the rest, from design reviews to handovers, read our guide to async video for client communication.
Sources
- Apple Support: How to record the screen on Mac, checked November 2026.
- Apple Support: Record the screen on your iPhone, iPad, or iPod touch, checked November 2026.
- Microsoft Support: Use Snipping Tool to capture screenshots, checked November 2026.
- Microsoft: How to use Snipping Tool on Windows, checked November 2026.
- Android Help: Take a screenshot or record your screen on your Android device, checked November 2026.
Frequently asked questions
How do I ask a client to record a bug?
Send short instructions for their device before the first bug happens, ideally at kickoff. Ask them to start recording, repeat what they did, say out loud what they expected, and stop once the problem appears.
Can clients record their screen without installing anything?
Yes. Macs have the Screenshot app, Windows 11 has the Snipping Tool, and iPhones and Android phones have a screen recorder in Control Center or Quick Settings.
How long should a bug report video be?
Usually 30 seconds to two minutes. It only needs to show the steps that lead to the problem, from a page the client can name.
What if the bug can't be reproduced?
Ask the client to note the time, the page and the device as soon as it happens, and to record the next time. Intermittent bugs are exactly where a recording helps most.
How do clients send a screen recording that's too big for email?
Upload it to a shared folder or a file transfer service and send the link. Phones can also share the video directly from the Photos app.
