I updated my Snapchat app yesterday and I used it all day today. I went to send my stre...
GetHuman-gabysgro's Hacked Account issue with Snapchat from December 2020
Help with my Snapchat issue
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Before contacting them, items GetHuman-gabysgro may need:
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 your email and password are changed on the account then there is no way to recover the account. This company has a very strict policy with recovering accounts and if anything is different then you cannot recover the account. You must have the original email or phone number on the account.
The issue in GetHuman-gabysgro's own words
I updated my Snapchat app yesterday and I used it all day today. I went to send my streaks at night and I had been logged out of the app. I tried signing back in and it wouldn’t let me. It kept saying it was the incorrect password. I tried every single possible password, I restarted my phone, checked my connection, deleted and reinstalled the app, and when I tried using the Forgot My Password option, it kept telling me that my email and phone number were invalid and did not exist therefore I wouldn’t be able to reset it and gain access to my account. I then checked my emails and received an email from Snapchat stating that someone had logged into my account from Vienna, Austria. I live in Florida, USA so this is clearly someone hacking my account. They somehow were able to get into my account AND change my phone number, email, and password. I recently have had to deal with identity theft involving my bank and believe that this could be related. **Unfortunately Snapchat does not have a customer service number to call and instead has a “form” you can fill out for assistance. I have now contacted them about this issue TWICE and they have told me that because they cannot recognize my email and phone number (because the person who hacked my account changed it) that they can not do ANYTHING to help me and that I can just make a new account. This is absolutely UNACCEPTABLE for them to respond this way and not do anything to help me. I have personal information and photos on this account and now someone else has access to it. I know that Snapchat has the power to verify that this account is mine and belongs to me and give me access back to my own account. If Snapchat was able to email me and notify me that my account was logged into from someone across the world, then why aren’t they able to help me get my account back and be able to change my password and verify my information. This is extremely wrong on their part to handle this situation this way and I feel like it could easily be resolved if I were able to speak to a representative. It’s very difficult to have your issue addressed and handled accordingly by “filling out a form” online that only has a few select options where you’re not actually able to explain yourself. I would appreciate any help I can get. I refuse to drop this and allow the company to push me aside and let someone steal my information*identity. If Snapchat continues to not help me I will contact corporate and I will make this issue and they’re terrible customer service PUBLIC so that everyone knows what type of company they really are.
GetHuman-gabysgro did not yet indicate what Snapchat should do to make this right.
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