Locked out of my Snapchat account – help!

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Locked out of my Snapchat account – help!

what to do when locked out of snapchat

Have you been locked out of your Snapchat account?

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?

The Snapchat Lockout Scenario:

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.

To clarify, I didn’t have any magical ideas about support but below are steps I recommend:

  • Use official brand social media accounts (not personal ones) to reach out to Snapchat via Twitter
  • Ask exactly what you need on order to prove that the account belongs to you
  • Snapchat will respond with a link requesting you submit the issue there
  • Have proof available. (e.g.: drivers license, screenshots of conversations and any other proof that you’re in charge of operating that account.)
  • Follow up. Keep in mind that Snapchat can lock you out for multiple login attempts, so if you’re truly concerned and need to get back into your account follow up.
  • Within 24 hours (which probably seemed like an eternity to the brand) they had their account unlocked. Expect that it can be anywhere from 12-24 hours before they can get to your issue; seems like they’re a bit overwhelmed at the moment.

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!

To avoid being locked out of Snapchat:

  • Make sure you’ve verified your account details.
  • Take your time logging in. Multiple attempts will get you locked out.
  • Take note of critical information. (phone number used, passwords, years etc.)
  • Don’t use third party apps.
  • Don’t spam people.
  • Don’t send inappropriate snaps.

Still locked out? Head over here: https://snapchat.com/unlock

Or try these steps by Snapchat Guide.

Kat Macaulay, BA ADdPR BnC
Kat Macaulay, BA ADdPR BnC
Kat Macaulay is a Marketing Strategist, Writer + Speaker known for her no-nonsense approach to pretty much everything. Using data and insights, she helps organizations market more effectively to get results that matter. She's also a high-scoring instructor at Mount Royal University, where she teaches Social Media Analytics and Google Analytics + Marketing Measurement. She holds certifications from Google, as well as Facebook and is currently working toward a specialization in Marketing Analytics and a certificate in Data Science from IBM. When she’s not busy juggling kids, volunteering + work, she’s busy planning her retirement to Cape Breton.