Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
My BBB
Better Business Bureau®
For Businesses
Share
Business Profile

Apps

Snapchat Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Apps.

Complaints

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

Find a Location

Snapchat Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,024 total complaints in the last 3 years.
    • 253 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:10/19/2025

      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.
      Ive been experiencing extreme cyber attack across all my socials . Ive alerted this to Action fraud and nothing has been addressed my instagram had unknown numbers attached to my instagram and suspicious log ins . My snapchat was logging out on numerous times snapchat altered me how someone in a different area was log into my snapchat I updated my password ,email and applied a two factor authentication code. The moment I set the two factor authentication I was logged out and my password wasnt working.I reported to snapchat about the situation they told me list my numberr emails birthday they informed me how my account cant be given but its secure . Ive made multiple complaints about this issue and Ive felt unheard in this time. In my account a third party (******) was linked to my account which I didnt recognise. My yahoo emails was also hacked into and Ive been permanently logged ****** Apple ID has been moving suspicious from my number being deactivated and the number changing. I also had emails deleted , suspicious searches , redirected continuously on safari. I hope this can be rectified and my snapchat was logging/ yahoo account to be reinstalled.

    • Initial Complaint

      Date:10/19/2025

      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.
      Snapchat automated bots have unfairly locked out and permanently banned my account. I did nothing wrong and this company has no humans to talk to. Everything is just bots. This is terrible and I will be filing a claim in civil court about this.

    • Initial Complaint

      Date:10/19/2025

      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 am submitting a complaint against ************************** due to repeated failures to restore my account after it was compromised. My phone and iCloud were hacked, and Snapchat initially restored my account, but the issue was never fully resolved. Despite multiple support tickets and providing screenshots and evidence, I continue to receive automated responses without resolution.This has caused considerable emotional distress and disruption to my professional and social communications. I am seeking BBB assistance to escalate this matter to someone at Snapchat who has the authority to fully restore my account and secure it to prevent further unauthorized access.Attached are screenshots and references to previous tickets submitted to Snapchat, which detail my attempts to regain access.Thank you for your attention and assistance.

    • Initial Complaint

      Date:10/16/2025

      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.
      My Snapchat account (username: Lexydaprincess) was hacked and then permanently deleted for violating terms I did not commit. The violation appears to have been caused by the hacker, not me. I contacted Snapchat Support multiple times, but I have not received a proper response or manual review.I am requesting that Snapchat restore my account or allow me to verify my identity and ownership. I can provide proof of email, phone number, or ID linked to the account. I simply want the account reviewed by a real representative instead of automated denial.

    • Initial Complaint

      Date:10/15/2025

      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.
      On Oct. 15 2025; I, ******* ********, logged into my personal snapchat account for the purposes of account deletion. As you can see from the images uploaded snapchat has taken it upon themselves to deny me this right to delete my personal information from their companies servers. As per their terms and conditions and various webpages suggested, I browsed their "support" "area" seeking a way to find help but could not find a way to contact them directly or find a form to fill out. As they have locked the ability for me to delete my personal information from their servers I believe it is now the responsibility of the BBB to provide the next steps.

    • Initial Complaint

      Date:10/13/2025

      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.
      Account mistakenly restricted due to unauthorized activity while my phone was stolen support not responding.

    • Initial Complaint

      Date:10/04/2025

      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.
      My Snapchat account, **********, was HACKED/COMPROMISED on February 7, 2025. The unauthorized party gained access and immediately unlinked my original, verified email address (**********************).I have submitted multiple support requests (including waiting 50 days on a previous submission) and have only received generic, automated replies (from agents named "Shine" and ********* which ignore the evidence of a security breach and compromise.I am the legitimate owner and require a manual security review. I have verifiable, unique proof that only the original owner would possess:Original Email Address: ********************** Original Device: Huawei P20 lite (Please check login history for this device).Account Creation Details: Created around September 9, 2023, from ******, ********Close Friend Proof: Please check my chat history with the exact username ******* *******.Last Known Password: hindhind19966$Resolution Requested: I demand an immediate manual review and escalation by a Security Specialist. I request that Snap Inc. verify this evidence and promptly send a password reset link to my secure contact email: *************************.Crucial reminder: For the BBB form, you will also need to fill in:Your Name: **** ******* Your Current Contact Email: ************************* The Problem Date: 2/7/2025 The Business Name: Snap Inc.The Resolution I am Seeking: Restoration of Account Access.

    • Initial Complaint

      Date:10/02/2025

      Type:Sales and Advertising 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, Ive been a snapchat user for many years and *** never had any problems with this service until recently. Recently, my longstanding account was permanently locked due to being accused of violating cimmunity guidelines, however, I have two issues with this accusation: According to Snapchat, I have been accused of violating this portion of their community guidelines:We prohibit any activity that involves sexual exploitation or abuse of a minor, including sharing child sexual exploitation or abuse imagery, grooming, or sexual extortion (sextortion), or the sexualization of children. We report all identified instances of child sexual exploitation to authorities, including attempts to engage in such conduct. Never post, save, send, forward, distribute, or ask for **** or sexually explicit content involving anyone under the age of 18 (this includes sending or saving such images of yourself). We prohibit promoting, distributing, or sharing pornographic content, as well as commercial activities that relate to *********** or sexual interactions (whether online or offline). Breastfeeding and other depictions of ****** in non-sexual contexts are generally permitted However, in the videos that caused my account to get permanently locked, there is no ******, no sexual content, and no gentitals showing. The content that was flagged were two videos that showed my progress, as I had just left the gym. Every personal area was covered, yet I am being accused of violating one of the above terms. Moreso, friends of mine post **** photos, sexual videos and even genital vidoes and have never had so much as a warning. Meanwhile I am subject to a permanent account lock.I am asking that this discriminatory action be reversed as I did not violate the community guidelines. Thank you,***** *.

    • Initial Complaint

      Date:10/01/2025

      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.
      To Whom It May Concern,I am filing this complaint regarding my inability to access my Snapchat account due to the companys restrictive two-factor authentication (2FA) recovery process. Despite having my original email address and password associated with the account, I have been locked out because I changed my phone number and Snapchat does not provide a reasonable method to reset or update 2FA under these circumstances.I consider this a failure of Snapchat to provide basic account recovery options that are standard across the technology industry. By refusing to allow access even when the original credentials are provided, Snapchat is effectively denying me use of my account without cause.This has caused me loss of personal memories, interruption of communication. Snapchats refusal to offer a recovery pathway amounts to an unfair business practice and breach of reasonable consumer expectations.I am requesting that Snapchat:1.Restore my account access upon verification of my original email and password credentials.2.Provide a reasonable 2FA reset option for users who have lost access to their prior phone *************** and update their policies to prevent this from happening to other consumers.If Snapchat refuses to resolve this matter informally, I am prepared to pursue arbitration as provided in their Terms of Service.

    • Initial Complaint

      Date:09/29/2025

      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 been a loyal user of ********************** for over ten years. I then was wrongly accused of posting weapons which I have NEVER done. They locked me out of my account immediately and said I have to appeal which takes a while. I was happy because I thought that a human would easily see that this was a mistake and give me my account back no problem. Well, I was mistaken. They denied my appeal and took my account away. Friends, memories, photos, data, all gone. I have been emailing their support team constantly but come to find out, their support team and email system is all automated. This directly goes against their own terms and conditions listed on their website. They are actively s******* me and many other people over. They aren't taking this situation seriously or even helping me. I have yet to be in touch with a real person over email. It's all automated garbage saying **** too bad your account is locked. My ********************** username is julianlagarde1 and it has been locked over a month. I have sent over 100 emails and support tickets and they have been 0 help.

    Snapchat Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.