Snapchat data download not working? What to try

The email hasn’t arrived

Check your spam folder first. Then sign in at accounts.snapchat.com, open “My Data” and press “See exports”. If your export is listed there, you can download it straight from that page.

If it isn’t ready yet, give it time. Snapchat says it aims to deliver within 7 days and big exports can take longer. There’s more on how long Snapchat takes to send your data.

The download keeps failing

Exports can be several gigabytes, so a download can fail halfway on a patchy connection or a full phone.

• Use Wi-Fi rather than mobile data.
• Check you’ve got enough free space for the whole file (and a bit more).
• Download one file at a time if there are several.
• On a phone, keep the browser open until it finishes. A computer is more reliable for big exports.

The export has no photos or videos in it

That happens when “Export your Memories” was off when you asked. You still get the list of your memories, but not the photos and videos themselves. So go back to “My Data”, turn on “Export your Memories” and ask again. Our guide shows exactly which switches to turn on.

Some memories are missing

Two things to check. Snapchat never includes My Eyes Only in exports, so those have to be saved from the app. And if you set a date range when you asked, only memories from those dates come with it. Turn the date range off to get all of them.

Still stuck?

For problems with Snapchat’s export itself, Snapchat’s support team is the one that can help, at help.snapchat.com. If it’s about BackupMemories, email us at support@backupmemories.com.