On some occasions, our engineers need to see what is happening on your bank’s end when something isn’t working. A network recording can be the best way for them to see the issue, and now you can record and send one through our new Chrome extension, MaxCapture.
On the MaxRewards web app, click Report a bank issue near the bottom of the left-hand panel.
Open How to record with MaxCapture and follow the instructions to install the Chrome extension. Please note that this is only supported on Google Chrome at this time.
Once it’s installed, open your bank’s website in a new tab.
Click the MaxCapture icon in your browser toolbar. If you don’t see it, click the puzzle piece icon and pin MaxCapture to your toolbar. A panel will open on the right side of the window.
Click Record before you log in to your bank’s website.
Log in and capture anything pertaining to your issue. If your account just isn’t syncing on MaxRewards, recording the login is enough. If something else is wrong, like transactions not showing up, log in, then open your transactions page and scroll through it.
After you’ve captured everything, click Stop (the Record button changes to Stop while you’re recording), then Export, then Download HAR. Save the file to your computer.
Go back to Report a bank issue in MaxRewards and upload the file. Choose your bank, select what went wrong, and add anything else you think is helpful, like what you were doing, what you expected or any error message.
Click Send recording.
Our engineering team will receive your recording and start an investigation. You can see everything you’ve sent in the Your recordings section at the bottom of the page.
MaxCapture is designed to hide passwords and one-time codes, but recordings may still contain session tokens and account information. Please review your recording before you send it.
If you have any questions about how MaxCapture works, or need help during the recording process, don’t hesitate to reach out to member support through the in-app chat or by emailing support@maxrewards.com.