If you’re having heart palpitations and sweating profusely, take a deep breath & keep reading.
Last week I was contacted by someone who manages the Snapchat account for a large brand. Besides panic, there was an obvious desire to move in haste. This brought to light a critical question for businesses interested in jumping on board the Snapchat train: how exactly does Snapchat provide customer support to brands?
While going through the process of trying to change the password, the brand locked themselves out of the account because they unintentionally entered the wrong birth year. (TIP: don’t get into the habit of just hitting ‘next, next, next’ without reading!) The result was a message indicating that they were too young for the app and then complete lock out.
They attempted to login in again, but with no success.
Then using a personal social media account, the brands Snapchat account manager reached out to Snapchat via Twitter; they didn’t get a response.
Then they stumbled onto the ‘unlock’ feature on Snapchats website (it asks you to verify information about the account) that’s when they learned that they were ‘permanently locked’ out of the app.
At their wits end, somehow they found me. Over the last year I’ve spent time learning Snapchat and love sharing my experience via social sites like Quora and my own blog. My own experience with Snapchat support on Twitter has been solid; over the last year I’ve submitted many geofilters and run into a few minor issues – they’ve always been very helpful.
What we learned was that money talks. Brands that are spending big bucks with Snapchat are typically assigned a designated account rep. Obviously having someone on the inside can help tremendously in these types of situations. However, if you find yourself in this situation – don’t panic!
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.