Support

A question, a problem, an idea? Write to us, we answer every message:
[email protected]

Tell us your device model, its system version and the network involved (Snapchat, Instagram, Facebook or WhatsApp). A screenshot helps a lot; feel free to hide the names. Never send us your exports: we don't need them to help you.

Frequently asked questions

How do I get my exports?

In the app, “Get your exports” shows, network by network, how to request them from Snapchat, Instagram, Facebook and WhatsApp. Some networks take several days to prepare them: they let you know when they are ready.

Why do some Snapchat conversations look almost empty?

Snapchat deletes messages once they are read, except those saved in the chat: its export only contains what it kept. Backstory shows everything in it, but cannot bring back what Snapchat deleted.

I changed devices: how do I get Premium back?

In Settings, tap “Restore a purchase”, with the same Apple or Google account you bought it with.

How do I get a refund?

In-app purchases are refunded by the store, under its rules: at reportaproblem.apple.com for the App Store, and from Google Play Help on Android.

Are my messages sent anywhere?

No. Your exports are read on your device and never leave it. The details are in our privacy policy.

How do I erase everything?

Remove an export from the app (“Remove this export”), or delete the app: nothing is kept anywhere else, apart from your cloud drive if you uploaded your exports there.