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
Resources for Businesses My BBB
Share
Business Profile

Apps

Snapchat Inc.

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

    • 1,030 total complaints in the last 3 years.
    • 228 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: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.

    • Initial Complaint

      Date:06/28/2025

      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 has introduced ads within the snapchat feed which is fine. However, blocking the company completely erases it from your feed, the only problem is the fact that no matter what company you block, it somehow manages to pop back onto the feed. I have tested this and blocked ALL companies that advertise and they STILL come back. I go to the account to check if it's banned and I get an error message further proving my point. Something odd is going on here and I believe allowing blocked companies to still advertise is stepping over a few lines in my opinion. I have no problem with them advertising for money, but if it affects me after I've tried to already block the company, I have to advocate now, this needs to be desperately looked at. Also, snapchat is incredibly hard to contact and has had no resolve. If I had a lawyer I would definitely bark up their tree. I believe this infringes on my privacy in some way because something I no longer want to see is still being allowed to be seen against my actions. Please Help.

    • Initial Complaint

      Date:06/27/2025

      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.
      am contacting you regarding Snapchat. My device has been unfairly blocked from accessing the app, despite not violating any of their Terms of Service. I have contacted Snapchat support several times, but I received either no response or automated rejections without any explanation or investigation.I am located in ******, and I subscribed to Snapchat+ for one year starting July 22, 2024. Despite this, my device has been banned for months, and I am being denied access to a paid service without cause.I have already filed a complaint with the **** (******* data protection authority), and I am willing to escalate this matter further. I am seeking either the reinstatement of my device access or an official explanation for the block, along with a refund for the time Ive lost access to my subscription.Snapchat is in breach of fair consumer practices, and their silence is unacceptable.

    • Initial Complaint

      Date:06/27/2025

      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.
      I am filing this complaint because my Snapchat account @dramticdrea was permanently banned on June 7, 2025, without a clear explanation or proper opportunity to appeal. This action feels unfair and unjustified, and I am requesting a formal review and reinstatement.The ban occurred after I accidentally posted a ?? emoji it was not used to sell or promote anything illegal. I immediately deleted the post once I realized it could be misinterpreted. Despite this, my account was permanently banned. Ive never used Snapchat to break any community guidelines or promote illegal activity.What frustrates me even more is the fact that Ive seen many users openly post video content involving actual drugs, weed, and paraphernalia with the clear intent to sell, and their accounts remain active. I was banned over a single emoji with no video, no illegal activity, and no harmful intent which makes me feel targeted and unfairly treated.Additionally, I had another Snapchat account banned around two years ago, and to this day, I have never received any of my data from either account even though users are supposed to have the right to request their account data.I have attempted to contact Snapchat Support multiple times and received only vague, automated replies. This lack of transparency and failure to provide access to my personal data has caused unnecessary stress and inconvenience. My account was used for both personal and business-related communication, and losing it without due process is deeply frustrating.I am requesting that Snapchat:Re-review the ban on @dramticdrea Provide a clear reason for the decision Reinstate the account if appropriate Release my account data for both banned accounts including @trill_shandrea, as is my right I hope this complaint is taken seriously, as I am simply asking for fair treatment and transparency.

    • Initial Complaint

      Date:06/27/2025

      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 banned first, and Snapchat never provided a specific reason. When I submitted an appeal, it was automatically denied by AI with no opportunity for real review or response. Then, a week after the ban, they charged my ***** account $4 for the ********************+ subscription despite the fact that I was completely banned and unable to use any features associated with the service.This is unethical and misleading. I was billed for a service I could not access. When I contacted support, I received no meaningful help or response. Im requesting a full refund for this charge and better accountability from Snap Inc. for how it handles user bans and payments.

    • Initial Complaint

      Date:06/27/2025

      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.
      My Snapchat account ************************ user) was permanently locked on 10 June 2025.Timeline 10 Jun 2025 Lock notice appeared; no reason given. Same day Used in-app Appeal Decision button; appeal denied. 1017 Jun 2025 Submitted 40+ tickets/emails to *********************************** all replies were automated. 27 Jun 2025 Support case #********* formally closed without citing any Community-Guideline violation. 27 Jun 2025 E-mailed ******************************** and ******************************* press desk redirected me back to the same web form. 27 Jun 2025 @SnapchatSupport on ******* sent me a canned link back to the web form (screenshot attached).At no point has Snapchat provided the specific guideline or policy section I allegedly violated, only generic links to their terms. I have since downloaded my account data, which proves I still control the linked email and phone.Impact Loss of 10 years of Memories (photos/videos). Loss of contacts and ongoing conversations. Emotional distress; the account documents family events.Effort to resolve Multiple email threads with Support and Communications. ******* DM with @SnapchatSupport. Escalation attempts to Customer Operations leadership.All channels keep looping me back to the same automated reply, with no human review or policy citation.

    • Initial Complaint

      Date:06/25/2025

      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.
      I paid $2.99 for Snapchat services, and they continued charging me even after they shadowbanned my account for posting content. After I came out of the shadowban, I posted a story that had absolutely nothing hateful or discriminatory in it, yet they permanently banned me. I am Black, and it is clear on my stories. I get bullied, and Snapchat chose to ban me specifically. This is clear discrimination and unfair treatment. I am paying for a service that restricts and silences me without valid reason or explanation. Continuing to charge me without access to my account is illegal stealing. I want my account reinstated or a full refund for a service I cannot access.

    • Initial Complaint

      Date:06/24/2025

      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 permanently banned from Snapchat

    • Initial Complaint

      Date:06/23/2025

      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 was banned/locked for promotion of drug use. The only thing I do is smoke CBD flower. Thats no different than if I posted pictures of ******* or *******. I posted it in my private story. I wasnt promoting it. And can I have a 2nd chance? If not, I want to download all the videos and photos of my son and me, and my other kids. I have very sentimental memories on this Snapchat and when I tried to download it, it only let me download 1 month at a time and now it says Security restriction: Please try again from this device after 72 hours This is stupid, and inhumane. I want to download my pictures of me and my son and all the holidays Ive had with family members. I need this fixed to where I can do this.

    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.