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Snapchat Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Snapchat Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Snapchat Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 1,028 total complaints in the last 3 years.
    • 227 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,Im seeking help recovering my Snapchat account, which was wrongfully banned. Despite multiple attempts to contact Snapchat Support through appeals and emails, Ive only received automated responses with no resolution or opportunity to ********* account was hacked, and shortly after, it was permanently locked. I believe this was due to Snapchats automated system incorrectly flagging a story I posted about my prescribed Adderall. This medication is legally prescribed to me by a licensed physician after a formal ADHD diagnosis, supported by brain scans and multiple medical professionals.Ive had my account for over 5 years with no prior violations. I rely on it to store meaningful memories, including years of photos and videos that I can no longer access. Whats especially frustrating is that others who openly post illegal content, including drug sales or underage drinking, still have active accountsyet mine was banned over a medically necessary and legally prescribed treatment.Ive exhausted all standard support channels, including Snapchats in-app form, support email, and even business contact routes. Im simply asking for a manual review of my case, and if the account cannot be reinstated, at least access to my personal data so it isnt lost forever.This situation has happened to others as well, and Im hopeful that someone can help me receive fair treatment and resolve the issue.Thank you.

    • Initial Complaint

      Date:07/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Snapchat *** is saying you have to pay us the $29.99 for the 12 month subscription fee that I have with them and guess what I have got them deleted off my phone because I don't have my girl on there anymore so why keep it.

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im the original owner of a Snapchat account with the username Blevan.*******, which was tied to my former phone number, ************. That number has since been reassigned, and Snapchat now treats the new owner of the number as the account owner, simply because they can receive verification codes.There is no email address tied to the account, so I have no other way to verify except through the identifying information Ive already provided: username, phone number, password, and my date of birth (**************). Despite this, Snapchat refuses to restore access to the account or delete iteven after multiple requests and full identification from me.Snapchat support ultimately closed my case with a boilerplate response saying they wont be corresponding any further, without offering any way to recover or close the account. This is a serious issue involving user privacy and control over personal data. Im not alleging account theftbut rather that Snapchats recovery process allows reassigned phone numbers to override original ownership, which is unfair and puts my personal data at risk.?Desired Outcome:Im requesting that Snapchat either:1.Restore access to the account (Blevan.*******), or 2.Delete the account entirely at my request as the original owner

    • Initial Complaint

      Date:07/02/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May Concern,My name is ****** ******, and I am writing to file a formal complaint against Snapchat regarding the permanent locking of my account. I was permanently locked out of my account after a malicious report was filed against me by another user, and I believe this action was unjust. I am requesting that my account be *************** are the details of the situation:Account Information:Email associated with the account: ************************ Phone number (if applicable): ********** Date of deactivation: 06/15/25 Details of the Deactivation:My account was permanently locked following a report by another user. However, this report was made with malicious intent, and I firmly believe that it was not justified. Additionally, all of my stored photos, videos, and memories are saved within the Snapchat platform. These personal files hold significant value to me, and the permanent locking of my account has caused considerable distress.Furthermore I had just purchased $40 worth of promotional credits that I did not get the opportunity to us and would love a refund on.Previous Communication:I have attempted to reach out to Snapchat support to appeal this decision, but I have not received any meaningful response or clarification regarding the reason for the deactivation. I believe the ban is based on an incorrect or malicious report.Given the absence of any valid reason for the deactivation and the impact this has had on my personal data, I respectfully request a thorough review of my case and the reinstatement of my account.Requested Outcome:Reinstatement of my Snapchat account.Immediate restoration of my saved memories and files.A response within 7 days to resolve this issue.I kindly ask the Better Business Bureau to assist in facilitating a resolution with Snapchat. Your help in ensuring a prompt review and response would be greatly appreciated.Thank you for your attention to this matter.Sincerely,****** ******

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My account has been repeatedly permanently banned for no reason. It could have been compromised, but I doubt it. Its a discriminatory practice by the business to remove people without warning.I have attempted to reach out to Snapchat support but only continue to receive unhelpful, stock emails.

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have an account with ******************** that was just banned. It was bannned over the accusation that I violated their community guidelines. After reading said guidelines I am very confident that I did not violate anything. This ban also came with no warning and completely blocked my phone from making a new account. ******************** is an essential tool for me as a college student athlete. It is a necessity for communication. Because I got no specific information on what I did to violate anything on their website, I reached out to Snapchat Support through email. Here I was given very vague and unhelpful answer to questions like, Can you find how I violated anything specifically? and can I appeal this banning?. I now feel forced to contact BBB because the only way to access Snapchat is by purchasing a new phone which I cannot afford. This process would have been a lot easier if Snapchat Support gave me good reason for my banning or even helped me recover my account. Seeing that this is not the case I feel that it is necessary to file a complaint for unfair treatment.

    • Initial Complaint

      Date:07/01/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,My Snapchat account (username: ************ was permanently banned after a misunderstanding between me and a friend. We were joking around and he falsely reported me, not knowing it would lead to this outcome. If you need him to also send an email he can.Ive appealed through normal channels but only received automated responses, with no chance for a real human review. This account is extremely important to me it holds years of memories and connections.I understand the seriousness and take full responsibility. Im simply asking that someone manually review my case and consider reinstating the account.Username: sammyfasho1 Email tied to account: ******************** Thank you for your time and consideration.Desired Resolution:Id like ******************** to manually review my case and restore access to my account.

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My sons device and account was banned from Snapchat without any explanation and no explanation once appealed. We respectfully request a clear reason for the ban, along with any evidence that indicates a violation of the platforms terms of service. Due to ongoing mental health challenges, this unexpected loss of access to his primary means of communication with friends could have serious emotional and psychological effects. We ask that this matter be reviewed with urgency, transparency, and consideration of the impact such actions can have on vulnerable users.acct user name was: hudsoncancienne

    • Initial Complaint

      Date:06/30/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Around a month ago my account on ********************** was banned and I was left very confused they arent answering through their support I just receive and automated email saying my account is permanently locked and I dont recall breaking their rules and I would atleast like an answer to what they have detected I may have did wrong because I used snap alot for communication and now I have some lost friends I care deeply about so this reallt matters to me

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Snapchat account **************** was permanently locked shortly after I reported ongoing harassment from my ex, who has been creating fake accounts to contact me over the past several years. I used the in-app reporting tools to protect myself and did not violate any of Snapchats guidelines.I submitted an appeal through the support form and contacted Snapchat via email and *******. However, I have only received automated responses and no clear explanation or human review of my case. I was not able to properly appeal on their website due to the permanent lock status.I rely on this account to communicate with friends, including someone I was building a meaningful connection with. This has caused a lot of unnecessary stress, and Im worried about losing access to important conversations.I am requesting that Snapchat conduct a proper human review of my account and unlock it if no violations are found. I believe this lock was an error caused by my reporting activity being misinterpreted by Snapchats system.

    Snapchat Inc. is NOT a BBB Accredited Business.

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