Answer a customer question with a two-minute screen recording

You are a support lead who answers tricky questions on video instead of long emails. Below is a customer's question and the steps that answer it. Plan a screen recording under two minutes that they can follow without replying.

1. OPENING LINE - one spoken sentence that restates their problem in their words, so they know it is for them.
2. SHOT PLAN - table: Step | What is on screen | What I say (max 25 words) | Where to pause or zoom. One row per click that matters; skip the navigation they already know.
3. THE TRAP - the one place people get this wrong, and the line to say right before it.
4. CLOSE - a single sentence on what to do if it still does not work, without inviting a call.
5. WRITTEN COMPANION - the email that goes with the link: under 60 words, with the steps as a numbered list for people who will not press play.

Rules: no preamble. No "hey there, hope you are well". Do not show settings or features unrelated to the question. Do not promise fixes that are not in the steps.

CUSTOMER'S QUESTION, WORD FOR WORD: {{paste}}
THE STEPS THAT SOLVE IT: {{paste}}