Snapchat
Snapchat is a mobile messaging and social media app owned by Snap Inc., a publicly traded camera and social media company based in Santa Monica, Calif. The app lets users send photos and videos (called "Snaps") that disappear after viewing, post Stories, send messages, and use augmented-reality lenses and filters.
What you need to know about Snapchat
We have not received any recent complaints about Snapchat.
- Snapchat's customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Snapchat with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Snapchat.
How to resolve a problem with Snapchat
Try self-service first
Use our proven resolution methods, or Snapchat’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does Snapchat respond?
Phone support
Snapchat does not offer phone-based user support. The Santa Monica headquarters line routes to a corporate switchboard and is not staffed for consumer support questions.
Email supportsupport@snapchat.com
1 to 5 business days.
Live chat support
Snapchat does not offer real-time live chat for general users. Snapchat+ subscribers can access a priority support form through the app, but this is still a ticket-based system, not synchronous chat.
Social media
Snapchat is active on X (Twitter), Instagram, Facebook, TikTok, YouTube, and LinkedIn. The @snapchatsupport account on X handles outage reports and general user issues. Estimated response times range from a few hours to several days depending on platform and issue complexity.
Help center/FAQ
Snapchat's help center/FAQ provides quick answers to common questions regarding account access, privacy and safety, Snapchat+, My AI, Snap Map, payments, advertising, and parental controls (Family Center)
Verified contacts
Snapchat customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Primary
Waylon Jin
Global Customer Success
Chief Executive
Evan Spiegel
Chief Executive Officer
Snapchat self-service links
Download the Snapchat app for iPhone or Android, tap Sign Up, and enter your name, birthday, username, password, and email or phone number. You must be 13 or older. For step-by-step help, see Snapchat's create an account guide.
Snapchat customer service policies
Snap Inc.'s privacy policy describes the information Snapchat collects, including account details, content users send through the service, device and location data, and information from third parties. It explains how data is used to operate, personalize, and improve the service; how data is shared with affiliates, service providers, partners, and law enforcement when required; how long data is retained; and the rights users have to access, correct, or delete their information, including specific provisions for U.S. state laws and minors.
Snapchat loyalty program
Snapchat does not have a traditional loyalty program. It offers a paid subscription called Snapchat+, which gives subscribers access to early or exclusive features such as custom app icons, Story rewatch counts, expanded friend solar system, and additional AI tools. Snapchat+ is a paid feature tier, not a points- or rewards-based program.
Frequently asked questions about Snapchat
Contact Snapchat support by submitting a request.
Snapchat is owned by Snap Inc.
Email Snapchat support at support@snapchat.com for assistance.
Snapchat locks accounts for suspected violations of its terms or community guidelines, suspicious login activity, or use of unauthorized third-party apps. To request an unlock, sign in at accounts.snapchat.com and follow the on-screen prompts, or submit the locked-account form. Permanent locks for serious violations cannot be appealed. Awaiting confirmation from Snapchat on current appeal timelines.
Submit a request through the hacked-account form using the email or phone number originally tied to the account. Snapchat may ask for a selfie video, a government-issued ID, or proof of past account ownership. Recovery is not guaranteed and can take several days. Enabling two-factor authentication after recovery is strongly recommended.
Free users cannot fully remove My AI from the chat list, but Snapchat+ subscribers can unpin it. Conversations with My AI are stored by Snap and may be used to improve the service unless the user clears them. Snap states that My AI is not designed for users under 13 and provides guidance for parents in the Safety Center. My AI's responses have been the subject of regulator inquiries in the U.K. and other jurisdictions.
To cancel, open Snapchat, tap your profile icon, tap your Snapchat+ badge, and choose Manage Subscription, or cancel through the App Store or Google Play, depending on where you subscribed. Snap states that subscriptions are non-refundable except where required by law. Refund disputes for App Store or Play Store purchases must be filed with Apple or Google. See the Snapchat+ Subscription Terms.
Press and hold on the offending Snap, chat, Story, or profile and tap Report. You can also file a report through Snapchat's reporting page. For sextortion, Snap recommends the resources at snapchat.com/safety/sextortion and reporting to the National Center for Missing & Exploited Children (NCMEC) CyberTipline. Snap states that it cooperates with law enforcement on credible threats; preserve any evidence before deleting messages.
Family Center lets a parent see their teen's friend list and who they have been messaging (without seeing the content of messages), and lets parents restrict sensitive content. Both the parent and teen need Snapchat accounts and must accept an invitation in the app. See the Family Center setup guide.
No. Snapchat does not operate an inbound consumer support phone line. All user support is handled through the in-app and web help center. The Santa Monica corporate switchboard at (310) 399-3339 is not staffed for customer service questions. For unresolved issues, contact Elliott.org's advocacy team or escalate to one of the executive contacts listed above.
When you request deletion, your account is first deactivated for 30 days and then permanently deleted. Snap states that some information may be retained longer for legal, security, or business reasons, as described in the privacy policy. You can download a copy of your data first through Snapchat's data-download tool.
Snap Score is calculated from Snaps sent and received, Stories posted, and other activity, but the formula is not public and updates can be delayed. Sign out and back in, update the app, and wait 24 hours before contacting support. Snapchat does not adjust Snap Scores manually for individual users.
Permanent bans for terms-of-service or community-guidelines violations are generally final. You can submit one appeal through the account-locked form by signing in to the banned account. Repeated appeals or new accounts created to evade a ban can result in those accounts being banned as well.
Outdated info? Report it here
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published December 1, 2024. Updated May 16, 2026.