I have been using Snapchat from the very beginning when it all started. So, I am famili...

GetHuman-livsoro's Account Access issue with Snapchat from August 2020

Help with my Snapchat issue
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Username, Email on Account, Phone Number on Account, Name of Account Holder, Country, Snapchat Version Type, and Device Used
Top Tip from another customer
If you're having issues with a password, try resetting it using your email address (be sure to use the correct spelling). Click "Forgot Password" under the login, then follow the prompt. You should have the option to reset with your phone number.
The issue in GetHuman-livsoro's own words
I have been using Snapchat from the very beginning when it all started. So, I am familiar with the app. I never had issues with logging in or resetting my password in the past. I did change my phone number on Snapchat before that phone number I was using got disconnected. I know I changed my number through my account on the Snapchat App. I replaced it with my new number not long ago. I never had issues. I knew my password and I still do... I never forget it as I do have it written down just in case. **I had to delete the Snapchat App last night just so I can get some phone storage as I needed to use Google Maps as it wouldn't allow me to use Google Maps as there wasn't enough storage. So, I deleted Snapchat and various other apps and I didn't think much of it because I am aware of my details and verification. However, later on, when I freed up some storage space on my phone, I re-installed Snapchat. I know the email address that is associated with my account and I, of course, know my Snapchat username. I clicked on the app, I proceeded to type my username and then my password. I was so shocked to see a message pop up after I tried logging in with my correct username and password for my account. The message said, "That's not the right password." And I thought, that's really strange because I definitely know my password, and I never had issues before if I needed to change my password in the past... so, I'm still confused as to why my password didn't go through. I attempted to log in many times with my Snapchat username (livv*s), typed my password, which again, I know it was the correct password as I never had issues in the past and I also wrote my password down on a piece of paper. Not to mention, my Snapchat details such as my username and password are both automatically saved onto my phone. As I kept trying to login with my username (livv*s) and my password repeatedly and had no luck, I then tried other passwords I have used in the past and none of them worked! I don't understand. **So, after typing in my Snapchat username (livv*s) and the password that I know is the correct one and then plus tried using previous passwords, I then tried using my email address that is associated and verified on my Snapchat as my username. I proceeded with typing in my email address as my username and then typing my current password and previous passwords. No luck. After many failed attempts of trying to login to Snapchat, I clicked on "Forgot Password". It then went onto another page and stated: "Verify your identity using your Phone Number or Email Address." I clicked on "Email Address." It went onto the next page and it stated "Reset Password:*If you do not know your current password, you may change it." I proceeded to type my email address, which is associated and verified on my Snapchat account and clicked "Submit". It went to the next page and it said "Login Verification. We have just sent a verification code to *xxxxxxxxx**. Please enter it below. You may also enter the recovery code, in case you lost your phone or changed your phone number." That phone number ending in ** is my old phone number, which is disconnected and I have no way of retrieving it back. My old phone number has been disconnected for a while now and I have a new number.**I am so confused as to why Snapchat still has my old number in the system as I did change it to my new and current number. I DEFINITELY changed my number back when I was on my Snapchat account. I know this because I had to change my mobile number for all of my other apps such as Instagram and Facebook. I had to change my number and provide my current number because my old mobile number was going to be disconnected and I was aware of that. I made sure that I provided and gave my new and current mobile number for all of my apps, websites, and of course Snapchat. I knew I would not have access to my previous and old mobile number as it was going to be disconnected and I won't have access to it. The Simcard for my old mobile number doesn't work and I can't use it. This is so frustrating because I know my Snapchat account has the correct mobile number, which is my current phone number today.**Anyways, I am still so confused as to why Snapchat is sending the code to my (old) mobile number when I did actually click on "Email Address" to Reset Password. It needed to verify my identity using my Phone Number or Email Address. I did click on Email Address first, and then it said a verification code has been sent to my (old) mobile number. This so frustrating and very confusing. Clearly, I don't have access to that phone number, which Snapchat sent a verification code. Furthermore, I was never given a Recovery Code from my Snapchat. If I did, I would have written that down and saved it. **So, that clearly did not work when I clicked on "Email Address" when I was asked how I would like to reset my password. I tried again and clicked on "Phone Number". It took me to a new page and it said "Reset Password. Enter the mobile phone number you signed up with and we'll send you a verification code." So, I entered my mobile number, which is my current one as I did change it on my Snapchat account. After entering my mobile number, it said: "This phone number is not signed up." How strange?!? And confusing!?! My Snapchat account to this day has my new number in it!! So then I tried again, clicked on the option for resetting my password to Phone Number and I typed in my old phone number ending with **... because I don't know what else to really do at this point. I am so confused. After typing in my old number, it said "Resetting password via phone number is not available at this time. Please try using a verified email address or contact support."**I have no clue why this is happening to me. I never had any issues before. I have always made sure I wrote down all my details on a piece paper such as my username id, my email address that is associated with that account, my mobile number, and of course, my passwords. Even though my phone and my laptop automatically save my details such as my username and password, I still write down all of my details in my diary, just in case something happened to either my phone or laptop, I at least made sure I had all of my details with me on hand in my diary book. **Can you please help me access into my Snapchat account? I know my email address is verified and it is associated with my Snapchat account. I don't understand why my Snapchat account has my old number because I changed it to my current number. Besides, as I stated when I typed in my old mobile number to try and reset my password, it wouldn't allow me as it did say "Resetting password via phone number is not available at this time. Please try using a verified email address or contact support." Well, clearly I have tried many times using a verified email address, yet no luck with that either.**Please help me get into my Snapchat account, please!!! I need my account back desperately. I have used Snapchat for many many years now and it contains so many memories such as my photos and videos. I cannot lose them. Please help me gain access to my account. I will be more than happy to provide more information and further details to you so I can log back into my Snapchat account.**I hope I can log into my account soon and this issue can be resolved. Looking forward to your reply.**My Snapchat username is livv*s. My verified email address for my Snapchat account is *****@***.com**Kind regards,**Olivia Sorokin

GetHuman-livsoro did not yet indicate what Snapchat should do to make this right.

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How do I recover a hacked account on Snapchat?What do I do if my Snapstreak disappeared on Snapchat?How do I recover my Snapchat account?Why is my Snapchat not working?
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Account Access issue
Reported by GetHuman-livsoro
Aug 5th, 2020 - 2 years ago
Not resolved
Seen by 83 customers so far
Similar issue to 20583 others
0 customers following this


GetHuman-livsoro started working on this issue
Aug 5th, 2020 9:54am

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