Having trouble accessing your account? Learn more about the reasons why you can’t access your account below.
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My account is locked
An account can be temporarily or permanently locked. If your account is temporarily locked, you can try logging back in via the app or on the web by going here, and selecting 'Unlock.' If this method doesn’t unlock your account, please wait 48 hours, then try logging in again. Please note that these methods may not work in some cases, such as when accounts have been permanently locked.
If you attempt to log in to Snapchat and see a message that the account has been permanently locked, it means we've detected some activity that violates our Community Guidelines or Terms of Service, so we’ve locked your account and may have removed your content. You may have the ability to appeal this decision, as described here for account appeals.
For more information about what kind of lock you’re experiencing and why your account may have been locked, please go here.
My account is compromised
If your account has been compromised or hacked and you can no longer access it, please contact Support here.
When a Snapchat account has been compromised (also known as 'hacked') it means that it’s been accessed by someone who is not authorized to use it.
When reaching out to us, be sure to include an email address that you have access to so that you can receive a response from support. We will also request additional information to verify your identity, such as your username, when you lost access to your account, etc., but remember never to share your password or My Eyes Only passcode with anyone — not even us! A Snapchat representative will never ask you for them and we don’t need them to help you.
To learn more about compromised accounts, go here.
I see an error message when I log in
Hay algunas razones por las que puedes estar teniendo problemas para iniciar sesión o crear una nueva cuenta de Snapchat. Cuando esto sucede, deberías ver un mensaje de error que explica la causa del problema y cómo puedes intentar solucionarlo.
To learn more about common error messages and what they mean, go here.
I can't verify my email or mobile number
In order to access your account, you’ll need access to your email or mobile number to reset your password. Para obtener más información, consulta aquí.
My account is deactivated
Para volver a activar tu cuenta, solo tienes que iniciar sesión en la aplicación Snapchat con el nombre de usuario de la cuenta que quieres recuperar. You have 30 days to reactivate a Snapchat account that has been deactivated before it is scheduled for permanent deletion.
⚠️ Please Note: You cannot change your password or use your email address/phone number to log in to your account while it’s deactivated. Las cuentas eliminadas de forma permanente no pueden volver a activarse.
My account is temporarily disabled
Your access to your Snapchat account may be temporarily disabled for various reasons, such as:
You attempted to log in too many times in a short period
If this happens and you’re sure that you have the correct login details, please wait 48 hours before trying to log in again.
You are using more than one Snapchat account
We may detect that you are using more than one Snapchat account— especially if one of those accounts has violated our Terms of Service. Si esto sucede, es posible que no puedas usar Snapchat en tu dispositivo durante un período prolongado de tiempo. Please try waiting 48 hours before logging in again, and be sure to adhere to our Terms of Service.
I forgot my password
Find out if you're eligible to reset your password below.
For security reasons, we're unable to reset a password for an account if:
- Your account does not have an associated email address or mobile number
- You do not know the associated email address and/or mobile number
- You do not have access to the email address and/or mobile number linked to the account
If you're eligible to reset your password, go here to learn how to reset via email or SMS.
I forgot/can't access my email or phone number
If you have access to either your email or phone number, you can reset your password using one or the other.
For security reasons, we're unable to reset a password for an account if:
- Your account does not have an associated email address or mobile number
- You do not know the associated email address and/or mobile number
- You do not have access to the email address and/or mobile number linked to the account