Question 1

Where are recordings stored?

Accepted Answer

In your own browser storage, on your machine. The video blob lives in IndexedDB and never leaves the device unless you export it yourself. Only account details (name, email, role) are held in the cloud.

Question 2

What exactly ends up in a capture?

Accepted Answer

Clicks with their coordinates, keyboard input collapsed per field, navigations, tab and window switches, timestamped screenshots, and any API calls on the hosts you chose to watch, each with method, URL, status code and duration. Browser, OS and screen resolution are read from the session automatically.

Question 3

How is sensitive data handled?

Accepted Answer

Fields identified as sensitive (passwords, access tokens and similar) are masked as the step is captured, not scrubbed afterwards. The unmasked value is never written to storage, so there is no version of the capture that contains it.

Question 4

Do I have to record video?

Accepted Answer

No. Screenshot mode captures stills on click, on a two- or five-second cadence, or only when you press Capture Now. That is useful when a full recording would be too heavy or too sensitive to keep, and the better starting point for a written guide.

Question 5

What does the person on the other end actually receive?

Accepted Answer

A PDF or a ZIP, and one of two documents inside it. An issue report carries the annotated timeline, screenshots, network log and a full environment header. A how-to guide drops the diagnostics and leads with your own wording for each step. Both open without CapTrace installed.

Question 6

How are accounts managed?

Accepted Answer

Through a separate admin console on its own origin, with its own session cookie. Administrators create, rename, suspend and remove user accounts; an end-user session can never be presented as an admin one.