⚠️ What types of account locks are able to be appealed?

Accounts locked by our safety team for violations of our Community Guidelines can be appealed. If you have the option to appeal your account lock, you’ll be able to do so on the login screen in the Snapchat app.

Please Note: The reporting party and the reported party are notified separately about our enforcement action and how to submit an appeal.

⚠️ How can I submit an appeal for a locked account?
Locked account appeals can be made in the Snapchat app from the login screen. To access the in-app appeals process, open your Snapchat app and attempt to log in. On the pop-up screen, tap 'Appeal Decision' to start the appeal process.

Learn more about how to submit a locked account appeal here.

1. On your desktop, log into your account on accounts.snapchat.com
2. Click ‘My Data’
3. Select the data you would like to include in your data download
4. Choose the date range of data you’d like to receive or toggle this off if you want to receive all data
5. Confirm the email address you’d like to be notified on
6. Click ‘Submit’ at the bottom of the page
7. We’ll send you an email with a link once your data is ready to download, or you can view your recent exports here
8. Select ‘See exports,’ then ‘Download’ to export your data

Please note that data may not be available for some locked account types.

⚠️ My device has been banned or temporarily disabled.

If you see an error message like "SS06" when you try to log in or create a new account, the device you're using may have been banned for violations of our Terms of Service or Community Guidelines. If your device has been banned, Snapchat Support cannot unban it for you.

If you want to access your data, you can download it by following these steps:

1. On your desktop, log into your account on accounts.snapchat.com.
2. Click 'My Data'
3. Select the data you would like to include in your data download.
4. Choose the date range of data you'd like to receive or toggle this off if you want to receive all data.
5. Confirm the email address you'd like to be notified on.
6. Click 'Submit' at the bottom of the page.
7. We’ll send you an email with a link once your data is ready to download, or you can view your recent exports here.
8. Select 'See exports,' then 'Download' to export your data.

⚠️ I tried to create a new account and it didn’t work.

Snapchatters who have had their device banned will not be able to create new accounts on that device. This is a safety measure we take to protect the Snapchat community.

Still need help?

If you’re experiencing issues with accessing your account or account data, please see below for help…

1. On your desktop, log into your account on accounts.snapchat.com
2. Click ‘My Data’
3. Select the data you would like to include in your data download
4. Choose the date range of data you’d like to receive or toggle this off if you want to receive all data
5. Confirm the email address you’d like to be notified on
6. Click ‘Submit’ at the bottom of the page
7. We’ll send you an email with a link once your data is ready to download, or you can view your recent exports here
8. Select ‘See exports,’ then ‘Download’ to export your data

Please note that data may not be available for some locked account types.

First, make sure your Snapchat app is updated to the latest version. Then try freeing up storage on your device by following these steps:

To clear your cache on iOS…

1. Tap ⚙️ in My Profile to open Settings
2. Scroll down and tap ‘Clear Data’
3. Tap ‘Clear Cache’
4. Confirm by tapping ‘Clear’

To clear your cache on Android…

1. Tap ⚙️ in My Profile to open Settings
2. Scroll down and tap ‘Clear Cache’
3. Confirm by tapping ‘Continue’

If you’ve already tried freeing up device storage and your Memories are still missing, then unfortunately, they are lost and Snapchat Support cannot recover them for you.

Always make sure your Memories are completely backed up before you log out of Snapchat, log into Snapchat on a different device, or uninstall Snapchat!

Unfortunately, Snapchat Support cannot recover lost Memories.

We respect Snapchatters' privacy, so if you delete a Snap from your Memories, our servers are designed to erase that Snap as soon as possible, which is why we cannot recover your Memories for you.

If some or all of your Memories seem to be missing, first follow the steps below to update Snapchat and free up storage space on your device.

If you don’t remember your current My Eyes Only passcode, follow these steps to create a new one.

1. Swipe left in Memories until you reach 'My Eyes Only'
2. Tap 'Options'
3. Tap 'Forgot Passcode'
4. Enter your Snapchat account password and tap 'Next'
5. Create a new passcode and enter it a second time to confirm it
6. Acknowledge that creating a new passcode will delete all Snaps in My Eyes Only and tap 'Continue'

My Eyes Only adds an extra layer of protection to Snaps you want to keep private. Unfortunately, this means that when you reset your forgotten My Eyes Only passcode, Snaps saved with your former passcode are deleted.

To respect your privacy, Snapchat Support cannot recover forgotten My Eyes Only passcodes or deleted Snaps for you.

To learn how to request a refund, please visit the App Store for iOS or the Google Play Store for Android. Refunds must be requested through the App Store or Google Play Store, and are not processed by Snapchat.

You can find more information about Snapchat+ here.

Why can’t I change my birthday?

• If you’re under 18 according to your current birthday in Snapchat, you can’t change your birthday.
• If you’ve changed your birthday before, you may have changed it too many times by now. You can only change your birthday a limited number of times.

Snapchat Support cannot change your birthday for you in most cases.

How do I change my birthday?

To make an allowed change to your birthday, follow the steps below:

1. Tap the ⚙️ button in the Profile screen to open Settings
2. Scroll down to ‘My Account’ and tap ‘Birthday’
3. Select your correct birthday from the calendar wheel
4. Tap ‘Continue’ to confirm the change

For more information about Snapchat features…

You can access your privacy settings in the ⚙️‘Settings’ menu that opens from your Profile, including…

• Who Can Contact Me: Choose who can contact you directly with Snaps, Chats, calls, etc.
• Send Me Notifications: Choose to receive notifications from everyone or just your friends.
• Who Can View My Story: Choose who can view your Story. Tap ‘Custom’ if you’d like to block specific friends from seeing your Story.
• Who Can See My Location: Choose who can view your location on the Snap Map. Your location won’t be shared on the Map until you open it for the first time.
• Who Can Use My Cameos Selfie: Choose who can use your Cameos selfie in two-person Cameos.
• Who Can See Me In Quick Add: Choose who can see you in Quick Add, a feature that makes it easier to find and add friends.
• Activity Indicator: Choose to let other Snapchatters see if you have been active on Snapchat recently.

Learn more about your privacy settings here.

To change your privacy settings…

1. Tap the ⚙️ button in the Profile screen to open Settings
2. Scroll down to the ‘Privacy Controls’ section and tap an option
3. Choose an option, then tap the back button to save your choice

Learn more about your privacy settings here.

⚠️ How do I view and update my personal data in the app?

You can access personal data like your username, email address, phone number, birthday, and more in your Snapchat account ‘Settings.’ To get there, log into Snapchat, go to your Profile, and tap ⚙️.

⚠️ How do I download my personal data?

1. On your desktop, log into your account on accounts.snapchat.com
2. Click ‘My Data’
3. Select the data you would like to include in your data download
4. Choose the date range of data you’d like to receive or toggle this off if you want to receive all data
5. Confirm the email address you’d like to be notified on
6. Click ‘Submit’ at the bottom of the page
7. We’ll send you an email with a link once your data is ready to download, or you can view your recent exports here
8. Select ‘See exports,’ then ‘Download’ to export your data

⚠️ I’m a parent. How do I review my child’s information.

Your child’s privacy is important to us, so we want to make sure we don’t release personal account details to an unauthorized party. Logging in through the Snapchat accounts portal allows authenticated individuals to access their account data.

We recommend following the steps above with your child to obtain a copy of their data. Alternatively, our Parents Hub covers other tools and resources for you, such as Family Center.

1. On your desktop, log into your account on accounts.snapchat.com
2. Click ‘My Data’
3. Select the data you would like to include in your data download
4. Choose the date range of data you’d like to receive or toggle this off if you want to receive all data
5. Confirm the email address you’d like to be notified on
6. Click ‘Submit’ at the bottom of the page
7. We’ll send you an email with a link once your data is ready to download, or you can view your recent exports here
8. Select ‘See exports,’ then ‘Download’ to export your data

⚠️ Can my deleted Chats with Friends, Snaps with Friends, and Memories be recovered?

Unless you’ve saved them, deleted, viewed, or expired Chats with Friends, Snaps with Friends, and Memories will be removed from our servers to respect your privacy. Unfortunately, this means we cannot recover these for you.

You can change the defaults for how quickly your Chats and Snaps with Friends delete. Learn more here.

⚠️ How do I prevent my Memories from being lost if accidentally deleted?

You can set Snaps to save to your Memories and your Camera Roll when you tap the save button! Just follow these steps:

1. Tap ⚙️ in My Profile to open Settings
2. Scroll down, and tap ‘Memories’
3. Tap ‘Save Button’
4. Choose the ‘Memories & Camera Roll’ option
5. Be sure to tap the back arrow to save your choice

⚠️ How do I save Snaps and Chats?

• To save a Chat, tap on the message you want to save. If you change your mind, just tap again to unsave it.
• To save a Snap, press and hold on the Snap while viewing and tap ‘Save in Chat.’ To unsave, press and hold on the Snap in Chat and tap ‘Unsave in Chat.’

Please note that everyone in the Chat can see what’s saved. You can tell a Chat or Snap is saved if it has a gray background.

⚠️ How long does Snapchat keep my Snaps and Chats with Friends?

Most messages sent in Snapchat (like Snaps and Chats with Friends) will be automatically deleted by default from our servers after we detect they’ve been opened by all recipients or have expired.

Learn more here.

⚠️ How do I change how often Snaps and Chats with Friends are deleted?

You have the option to change when Snaps and Chats are deleted. If you do make any changes to this, please note that your previously viewed Chats with Friends will disappear.

⚠️ How long does Snapchat keep other types of content?

To provide our service, we store other content. For example, we maintain your list of friends until you ask us to delete them.

We break down how long we store different types of content in the 'How Long We Keep Your Information' section in our Privacy Policy.

You’ll find lots of options to delete data directly in the Snapchat app. Here are some of the things you can delete yourself:

• Snaps from Memories
• Messages you’ve received
• Your Public Profile
• Advertising and interest preferences
• Your synced contacts
• Snaps submitted to Snap Map or Spotlight
• Your search history

To delete all your data, you can delete your Snapchat account by following the steps below. This will deactivate your account for 30 days, during which time your account can still be reactivated. After 30 more days, the account will be permanently deleted.

1. Log in to the Snapchat accounts portal
2. Tap 'Delete my account'
3. Input your password
4. Tap 'Continue' to confirm account deactivation/deletion

If you’re having trouble logging in to the accounts portal because you forgot your password, you can reset it.

Some deleted account data is retained for legal, security, and business needs. For example, we’ll retain information about any purchases you may have made through Snapchat, and when you accepted our Terms of Service.

If you’re located in India, your account will be permanently deleted 180 days after you deactivate/delete it.

Learn more about deactivating or deleting your account here.

When we share information, it’s usually because you ask us to — like when you want to add a Snap to Snap Map or send a Chat to a friend. Some of your information, like your username and Bitmoji, is visible to the public by default. We also share information with service providers and business partners who help us provide our services, and when we think it’s required by law.

Check out our Privacy Policy for more details.

If you’re based in the EEA, UK, Switzerland, or other jurisdictions with a similar right, you have the right to object to our use of your information depending on the basis under which we process it.

With many types of personal data, we’ve provided you with the ability to simply delete it if you don’t want us processing it anymore. For other types of personal data, we’ve given you the ability to stop the use of your data by disabling the feature in the app.

If you’re based in the EEA, you can file a complaint with the supervisory authority in your Member State. In the UK, you can file a complaint with the Information Commissioner’s Office. See our EEA and UK Privacy Notice for further details.

We’re also here to support you. Tap the link below to fill out a form to contact us.

If you don’t want Snap to process your information anymore, you can clear many types of data yourself.

Here are some examples of data you can manage in the Snapchat app:

We do our best to keep our policies as simple as possible, but depending on where you live, you have some additional rights or there may be specific information that you should be aware of. Learn more at our Privacy, Safety, and Policy Hub. Including our regional privacy information, our regional transparency information and details of our regional representatives.

⚠️ How do I view and update my personal data in the app?

You can access personal data like your username, email address, phone number, birthday, and more in your Snapchat account ‘Settings.’ To get there, log into Snapchat, go to your Profile, and tap ⚙️.

⚠️ How do I download my personal data?

1. On your desktop, log into your account on accounts.snapchat.com
2. Click ‘My Data’
3. Select the data you would like to include in your data download
4. Choose the date range of data you’d like to receive or toggle this off if you want to receive all data
5. Confirm the email address you’d like to be notified on
6. Click ‘Submit’ at the bottom of the page
7. We’ll send you an email with a link once your data is ready to download, or you can view your recent exports here
8. Select ‘See exports,’ then ‘Download’ to export your data

⚠️ I’m a parent. How do I review my child’s information.

Your child’s privacy is important to us, so we want to make sure we don’t release personal account details to an unauthorized party. Logging in through the Snapchat accounts portal allows authenticated individuals to access their account data.

We recommend following the steps above with your child to obtain a copy of their data. Alternatively, our Parents Hub covers other tools and resources for you, such as Family Center.

⚠️ How long does Snapchat keep my Snaps and Chats with Friends?

Most messages sent in Snapchat (like Snaps and Chats with Friends) will be automatically deleted by default from our servers after we detect they’ve been opened by all recipients or have expired.

Learn more here.

⚠️ How do I change how often Snaps and Chats with Friends are deleted?

You have the option to change when Snaps and Chats are deleted. If you do make any changes to this, please note that your previously viewed Chats with Friends will disappear.

⚠️ How long does Snapchat keep other types of content?

To provide our service, we store other content. For example, we maintain your list of friends until you ask us to delete them.

We break down how long we store different types of content in the 'How Long We Keep Your Information' section in our Privacy Policy.

When we share information, it’s usually because you ask us to — like when you want to add a Snap to Snap Map or send a Chat to a friend. Some of your information, like your username and Bitmoji, is visible to the public by default. We also share information with service providers and business partners who help us provide our services, and when we think it’s required by law.

Check out our Privacy Policy for more details.

You’ll find lots of options to delete data directly in the Snapchat app. Here are some of the things you can delete yourself:

• Snaps from Memories
• Messages you’ve received
• Your Public Profile
• Advertising and interest preferences
• Your synced contacts
• Snaps submitted to Snap Map or Spotlight
• Your search history

The European Digital Services Act (DSA) is a new regulation in the European Union (EU) that regulates services such as social media, online marketplaces, search engines, very large online platforms (VLOPs), and very large online search engines (VLOSEs). The DSA aims to do the following:

• Improve content moderation transparency
• Improve content recommendation and personalization transparency
• Minimize illegal content by making it easier to report illegal content
• Protect minors (ages 13-17) from targeted advertising practices

Learn more about Snapchat and the DSA here.

You can find more information about privacy below:

We’re also here to support you. If you have a different question about data privacy or digital platform laws, you can contact our team by filling out this form.

To deactivate or delete your Snapchat account, follow the steps below. This will deactivate your account for 30 days, during which time your account can still be reactivated.

1. Log in to the Snapchat accounts portal
2. Tap ‘Delete my account’
3. Input your password
4. Tap ‘Continue’ to confirm account deactivation/deletion

If you’re having trouble logging in to the accounts portal because you forgot your password, you can reset it.

Learn more about deactivating or deleting your account here.

To reactivate your account, log in to the Snapchat app with the username of the account you want to bring back. You have 30 days to reactivate a Snapchat account that has been deactivated before the account deletion process starts.

You cannot change your password or use your email address/phone number to log in to your account while it’s deactivated. Permanently deleted accounts cannot be reactivated.

If you choose to delete your account, it will first be deactivated for 30 days. If you change your mind within this timeframe, your account can be reactivated by logging in. After those 30 days, the account will no longer be recoverable, and we start the account deletion process.

This means that your account, including settings, friends, Snaps, Chats, Memories, device data, and location data, will be permanently deleted.

Some deleted account data is retained for legal, security, and business needs. For example, we’ll retain information about any purchases you may have made through Snapchat, and when you accepted our Terms of Service.

If you’re located in India, your account will be permanently deleted 180 days after you deactivate/delete it.