Help Us Help You

When our support team needs more information to dig into an issue, we may ask you for a specific link, a network log file, or access to a diagnostic tool. Here's how to find each of those things.

Jump to:

Each account, project, and item in Basecamp has its own URL. When we ask for a link, here's how to find the right one.

Account URL

Click the ⛺️ Home button at the top left (or press 1 on your keyboard) to go to your account's home screen. Copy the URL from your browser's address bar — that's your account URL.

A screenshot of a project in Basecamp open in a Chrome browser, with a red box highlighting the URL in the address bar.

  1. Open the project, message, list, item, etc...
  2. Copy the URL from your browser's address bar.
  1. Open the project and click Chat.
  2. To share the whole Chat, copy the URL from the address bar.
  3. To share a specific message, hover over it, click •••, and select Copy link.
  1. Open a Ping from the sidebar and click the arrows to expand.
  2. Copy the URL from the address bar.
  3. To share a specific message, hover over it, click •••, and select Copy link.

Taking a screenshot

A screenshot shows us exactly what you're seeing, which helps us diagnose issues faster. take-a-screenshot.org has instructions for every major device and browser, including directions in multiple languages.

Using Basecamp Debug

If we need to check your browser and connection settings, we'll ask you to visit basecamp-debug.com and send us the results in an email. The tool runs a series of automatic tests and shows us your network details. We'll tell you exactly what to copy and send back to us.

Generating a HAR file

If we need a network activity log to diagnose a performance issue or bug, we'll ask you to generate a HAR file.

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