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.

It arrives about an hour after you ask in normal times, longer when Snapchat is busy. Snapchat says 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 counts your Memories, year by year, before you pay: compare it with what you see in the app.

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.

Also check that the date filter was off and that Memories were switched on when you requested the export. The missing Memories guide covers the cases.

A computer, with Chrome, Edge, Safari or Firefox, in a normal window rather than private browsing. Chrome and Edge save your Memories into a folder you pick. Safari and Firefox don't let a website write into a folder, so the tool gives you everything in a single ZIP, sorted the same way, joined videos included. Phones, Android included, get the "You need a computer" message.

From your phone, you can email yourself the link to the tool and open it later on your computer.

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.

If you freed up space on the same drive, click “Resume” instead. The tool carries on in the same folder, keeps the files already written and writes the missing ones, 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. To carry on, click “Resume”; if the tab closed, drop the same ZIPs again and pick the same folder. Either way, files already written are kept and only the missing ones are written. After a tab crash, Chrome may leave a .crswap file, which you can delete.

In the folder you picked, one folder per year, each file renamed to its date and time. On a computer and on Android, there is one folder per month inside it: 2023/07/2023-07-14 21-05-33.jpg.

JPEG photos and videos get their date in their metadata, and the location when Snapchat provides it. 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, in Chrome, Edge, Safari and Firefox. Otherwise it leaves the pieces separate, and the recap says so.

The location is written into the video when Snapchat provides it, as in 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 Memories: you see the result in your folder, or your ZIP, before you pay. They're picked across all your years, in proportion.

The rest costs €9.90, once, with no account and no subscription: that's the launch price, until 31 January 2027, then €12.90. After you pay, you don't drop your ZIPs again: the rest is written to the same folder, or a complete ZIP downloads if you chose the ZIP. Running it again without paying gives you the same 500 Memories.The rest costs $9.99, once, with no account and no subscription: that's the launch price, until 31 January 2027, then $12.99. After you pay, you don't drop your ZIPs again: the rest is written to the same folder, or a complete ZIP downloads if you chose the ZIP. Running it again without paying gives you the same 500 Memories.

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

No receipt? Check your spam folder, then email bonjour@getmemoriesout.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 a few countries, and the panel says so before any charge.

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 bonjour@getmemoriesout.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 contact@getmemoriesout.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.

It may come from someone close to you who used your card to get their Snapchat Memories back. Email us at contact@getmemoriesout.com before contacting your bank, with the date and amount: if you didn't authorize this purchase, we refund you. Details are on the Refunds page.

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.

Open the tool on your computer, turn off Wi-Fi, then drop your ZIPs. The recap shows up and your Memories get saved to your folder with no network. Only payment and joining split videos back together need it.

We keep very little about you. Your email address, if you asked for the tool's link by email, is deleted automatically within 43 days. Resend, which sends the email (reminder or purchase), 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 contact@getmemoriesout.com. Payment data is held by Stripe, and the law requires us to keep invoices for 10 years.