# How to contact support and send logs on Windows

## Quick answer

In TextPort:

1. Click **?** at the top right. Or press **F1**.
2. Type your email and what happened.
3. Keep **Include diagnostic logs** checked.
4. Click **Send**.

TextPort says **Request sent**. We usually reply within a day.

## What you need

- TextPort for Windows and an internet connection

## Steps

1. Click **?**

   It is at the top right, next to the gear. **Contact support** opens.

   Tip: You can also press **F1**, or click **Contact support** on any error.

2. Fill in the form and click **Send**

   Type your email in **Your email** and what happened in **How can we help?**. Click **Send**.

3. Click **Done**

   TextPort says **Request sent**. We reply to your email.

## Done

Support has your question and your logs. The reply comes by email.

## Problems

| What you see | What to do |
| --- | --- |
| **Enter your email and message** | Fill in both boxes. **Send** then works. |
| **Enter a valid email address, like name@example.com.** | Check your email for typos. |
| **Confirm the upload to continue** | You checked **Attach my message database**. Check **Send my messages and contacts to TextPort support**, or uncheck the first box. |
| **Couldn’t send your request** | Your text stays in the form. Check your internet. Then click **Try again**. |
| **Send without your message database?** | The database could not upload. Click **Send without it**. We ask for more if we need it. |
| **No backups can be attached. Only complete, unencrypted TextPort backups can.** | Send your request without a database. We tell you if we need one. |
| None of these match. | Email [support@textportapp.com](mailto:support@textportapp.com). Say which step you were on. Say what you saw. We usually reply within a day. |

## Questions

### What is in the logs?

TextPort's activity log and the logs of your last 10 backups, up to 20 MB. They hold your iPhone's name, model, serial number and device ID. They also hold file paths on this PC, with your Windows user name. They never hold message text or contacts. Click **What’s in the logs** in the form to read this.

### Can I send without logs?

Yes. Uncheck **Include diagnostic logs**.

### When do I attach my message database?

Only if we ask. Check **Attach my message database**. Pick the backup. Check **Send my messages and contacts to TextPort support**. We only use it to look into your problem and delete it within 90 days.

### How do I see the log files myself?

Click the gear for **Settings**, then **Open logs folder** under **Troubleshooting**.

### How do I save the log of a backup?

Click **…** next to the backup under **On this PC**, then **Save backup log…** when you see it. For a backup that is stuck, click **Save log…** on its card. For one that stopped, open **Details** first.

## Next guides

- [How to fix a stuck or stopped backup on Windows](https://textport.com/guides/fix-a-stuck-or-stopped-backup-on-windows.md): Your iPhone backup will finish, or you will know what to send to support.
- [How to fix an iPhone not showing up on Windows](https://textport.com/guides/fix-iphone-not-showing-up-on-windows.md): Your iPhone will show up in TextPort for Windows, so you can back it up.

TextPort guide for Windows. Updated 2026-11-05. Web page: https://textport.com/guides/contact-support-and-send-logs-on-windows