Snapchat Customer Service Contacts

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.

Snap’s terms of service set the rules for using Snapchat and other Snap services. They cover eligibility (users must be 13 or older), licensing of content users post, prohibited conduct, account suspension and termination, intellectual property, dispute resolution through binding individual arbitration with a class-action waiver, the right to opt out of arbitration within 30 days, governing law (California), and limits on Snap’s liability. Additional product-specific terms apply to Snapchat+, Spectacles, and developer services.

Snapchat does not sell returnable physical goods through the main app, so there is no return policy in the retail sense. For Snapchat+ and in-app purchases, the Snapchat+ Subscription Terms state that subscriptions auto-renew and that refunds are generally not provided except where required by law. Purchases made through the Apple App Store or Google Play are governed by Apple’s or Google’s refund policies, and Snapchat directs users to those platforms for refund requests. 

Snap’s community guidelines describe prohibited content (sexual content involving minors, harassment, threats, self-harm promotion, hate speech, illegal activity, misinformation, and impersonation) and explain how the company enforces these rules through warnings, content removal, and account termination.

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. 

If you’ve forgotten your password or can’t log in, go to accounts.snapchat.com and choose Forgot your password? Snapchat will send a reset link to your verified email or a code to your phone. If you no longer have access to either, use Snapchat’s account recovery form and be ready to verify your identity with a selfie video or government-issued ID. 

Open the Snapchat login screen, tap Forgot your Password?, and choose to reset by email or phone. You’ll receive a link or a six-digit code. If neither method works, see Snapchat’s password reset article. Use a unique password and turn on two-factor authentication afterward to reduce the risk of being hacked. 

Snapchat locks accounts for suspected terms-of-service violations, suspicious logins, or use of third-party apps like SCOthman or Phantom. Log in at accounts.snapchat.com — if eligible, you’ll see an Unlock button. For locks that aren’t temporary, submit Snapchat’s locked account form. Permanent locks for serious violations cannot be appealed. 

Go to accounts.snapchat.com/accounts/delete_account, sign in, and confirm. Your account is deactivated for 30 days — during that window, logging back in cancels the deletion. After 30 days, the account is permanently deleted, although Snap may retain some data longer as described in the privacy policy. 

In the app, press and hold the Snap, chat, Story, profile, or Spotlight post and tap Report. You can also report from a web browser using Snapchat’s in-app reporting page. For sextortion, see Snap’s sextortion resources and report to the NCMEC CyberTipline. Preserve screenshots before deleting messages. 

In Snapchat, tap your profile icon, tap your Snapchat+ badge, then tap Manage Subscription. If you subscribed through the App Store or Google Play, cancel through Apple subscriptions or Google Play subscriptions. Refunds are generally only issued where required by law. See Snapchat’s Snapchat+ help article. 

Sign in at accounts.snapchat.com, choose My Data, and submit a request. Snapchat will email a download link, usually within a few hours but sometimes up to several days. The export includes account information, friends, chat metadata, location history, search history, and Memories metadata. See the data download guide. 

Open Snapchat, tap your profile icon, tap the settings gear, tap Username, then Change Username. You can change it once per year and your old username cannot be reused. Your Snapcode, friends list, Snap Score, and Memories carry over. See Snapchat’s username change article. 

Free users can clear the chat history and stop messaging My AI, but cannot fully remove it from the chat list. Snapchat+ subscribers can unpin My AI: open the My AI chat, tap the profile icon, tap Chat Settings, and toggle off Pin to Chat Feed. To clear past conversations, open Settings → Privacy Controls → Clear Data → Clear My AI Data. See Snap’s My AI overview. 

Both the parent and the teen need Snapchat accounts. From the parent’s profile, open Settings → Family Center → Set Up Family Center, then invite your teen. Once they accept, you can see their friends list, who they’ve messaged in the past seven days (without seeing message content), and restrict sensitive content. See the Family Center guide. 

Snapchat does not offer phone support for users. Submit a request through the Snapchat support form or, in the app, tap your profile icon → settings gear → I Need Help → Contact Us. Expect a reply by email within 1 to 5 business days. For unresolved issues, use the executive contacts listed above on this page.