What people ask us, with the answers.

Request it in the Snapchat app: Settings, then My Data. Turn on Memories, and turn off the date filter to get everything. The 4-step guide shows each screen.

A request can't be cancelled once it's sent. There's nothing else to do while you wait.

Snapchat says it can take up to 7 days, longer for a big export. Snapchat emails you when it's ready, so check your spam and promotions folders too.

You can check without waiting for the email: in the app, Settings, then My Data, then See exports.

If Snapchat shows a 72-hour security restriction when you try to download, wait until it ends and try again from the same device. That happens on Snapchat's side, and we can't do anything about it.

That's normal, Snapchat splits big exports into several ZIPs. Download all of them on a computer, without opening or renaming them.

Then drop them all into the tool at once, by drag and drop or with "Choose my ZIPs". A new drop replaces the previous one, so you can't add them a few at a time.

The list of your Memories, memories_history.json, is in only one of the ZIPs. A ZIP dropped twice is detected and ignored.

The recap compares Snapchat's list with the files actually in your ZIPs, and shows you the missing ones by year, before you pay.

Most of the time a ZIP is missing. Check on Snapchat's download page that you have all of them, then drop the whole set again.

If every ZIP is there, Snapchat left those files out of the export. The tool can't recover a file that isn't in the ZIPs. Requesting a new export from Snapchat can help. The missing Memories guide covers the cases.

The tool needs Chrome or Edge on a computer. It writes a whole folder to your disk, and other browsers don't allow that yet. Phones, Android included, get the "You'll need a computer" message.

From your phone, you can email yourself the link to the tool and open it later on your computer. Chrome and Edge are free if you don't have them.

The tool didn't find the list of your Memories in any of the ZIPs you dropped. That list is in only one ZIP of your export: drop all your ZIPs again, at once.

It's in none of them? The export was requested without it. Request it again with the guide.

Snapchat sent the list of your Memories, but not the files. That happens when the export is requested without the Memories option.

Request the export again with Memories turned on: the guide, step 1.

One of the files you dropped is damaged, incomplete, or isn't a ZIP from your export. Most often, its download was cut off before the end.

Download that ZIP again from Snapchat's link, then drop all your ZIPs again. Keep them as they are: the tool only reads .zip files, not a folder you already unzipped.

You need at least as much free space as your ZIPs weigh, because the tool writes a sorted copy of every file. It doesn't measure free space before it starts.

Free up some space, or pick a folder on another disk, an external drive for example, then click "Pick a folder and start again". Once your files are sorted and checked, you can delete the ZIPs.

Starting again rewrites everything from the beginning. Files already written are replaced by their new copy, with no duplicates.

The code is shown at the bottom of the message. What it means:

• FOLDER_LOST: the folder can't be reached anymore. It was moved, renamed, or the external drive was unplugged.
• PERMISSION_DENIED: Chrome or Edge wasn't allowed to write. Pick a folder of your own, in Documents for example, and accept the access request.
• CRC_MISMATCH: a file read from a ZIP doesn't match what the ZIP says it contains. The ZIP is probably damaged, so download it again.
• WRITE_FAILED: the next file couldn't be written, for another reason. Start again; if it stops at the same point, email us with this code.

Writing also stops if the tab closes or the computer goes to sleep. Keep the tab open and the computer plugged in. There's no resuming halfway: starting again rewrites everything from the beginning, in the same folder, with no duplicates. After a tab crash, Chrome may leave a .crswap file, which you can delete.

In the folder you picked, one folder per year and per month, each file renamed to its date and time: 2023/07/2023-07-14 21-05-33.jpg.

JPEG photos get their date in their metadata, and the location when Snapchat provides it. Videos get their date. The time is the local time where the Memory was taken when the place is known, otherwise your computer's time zone. When a date can't be written into a file, the file is still sorted by its date, and the final screen counts it as "dated from its file name only".

All your videos are written without re-encoding: picture and sound stay exactly as Snapchat sent them.

Snapchat split some videos into 10-second pieces. The tool joins them back when it's sure of their order. Otherwise it leaves the pieces separate, and the recap says so.

Location is never written into a video, only into JPEG photos.

Files whose date the tool couldn't find with certainty in Snapchat's list. Rather than make up a wrong date, it leaves them there, under their original name, with no date written into them.

If almost your whole export ends up there, the list doesn't match the files. Check that all the ZIPs come from the same export, then drop them together again.

Captions, drawings and stickers that Snapchat delivers separately are put back on the photo when it's a JPEG photo. For a video or another format, the caption is copied next to it, with "-calque" in the name. If a caption can't be read, the photo is kept without it.

Duplicates are removed only when two files are identical byte for byte, caption included. At the slightest doubt, both copies are kept. So the number of duplicates in the recap can go down at the end, after the check.

The recap is free, and so are 500 files: you see the result in your folder before you pay. They're picked across all your years, in proportion.

The rest costs €7.90, once, with no account and no subscription. After you pay, the rest is written to the same folder without dropping your ZIPs again. Running it again without paying gives you the same 500 files.

Don't pay a second time. Your Stripe receipt contains an unlock link: open it in Chrome or Edge, on the computer where you're processing your export. It unlocks the tool without paying again.

No receipt? Check your spam folder, then email francohatpro@gmail.com with the address you paid with, and we'll send it again.

The payment won't open? Nothing was charged. Check your connection, turn off your VPN if you use one, reload the page and try again. Payment isn't available from the United Kingdom, the Isle of Man, Jersey or Guernsey.

The link in your receipt unlocks the tool on up to 3 computers, with no time limit. On those computers, the tool stays unlocked in the same browser: just open it again.

"This link doesn't unlock the tool": the link is probably incomplete. Open it straight from your receipt, or copy it in full.

Reached the limit, or cleared your browser data? Email francohatpro@gmail.com with the address on your receipt, and we'll get your link working again.

If the tool didn't work on your export (wrong dates, lost Memories or a crash), you get a refund. Email francohatpro@gmail.com within 14 days of buying, with the address on your receipt, and say in a few words what went wrong.

We refund through Stripe, to the card you paid with. The guarantee doesn't cover a change of mind when the tool worked, or Memories Snapchat left out of your export. Full terms.

No. The tool reads your ZIPs and saves your files in your browser. Your photos and videos never leave your computer, and neither do their names or dates. No account, and no cookies until you pay.

What still goes over the network (the visit, the steps of the journey, the recap shown, the payment, your email address if you ask for the link, tool crashes) is listed step by step in What goes over the network, with how to check it yourself.

We keep very little about you. Your email address, if you asked for the tool's link by email, is deleted automatically within 8 days. Resend, which sends the email, keeps a copy for 30 days. Our purchase record holds neither your name nor your email.

For access, deletion or any other request about your data, email francohatpro@gmail.com. Payment data is held by Stripe, and the law requires us to keep invoices for 10 years.