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Snap Inc. (Snapchat) Reviews, Complaints & Contacts

Snapchat is operated by Snap Inc. of Santa Monica, California (NYSE: SNAP). This page covers how Snapchat's Help Center says to cancel Snapchat+ or Memories+, request refunds, manage Memories storage and recover a compromised account, plus BBB and Trustpilot figures as displayed on 2026-10-20, the FTC's 2014 order, and lawsuits Snap reports in its SEC filings.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
WEBSITEhelp.snapchat.com
HEADQUARTERSSanta Monica, CA
PROFILE CHECKED2026-10-20
Submit a Complaint Official website ↗

Contacts

PhoneAddress

Customer service & general contact

Corporate & press

VERIFIED

Locations

  • Headquarters3000 31st Street Santa Monica CA 90405
EDITORIAL

Company Information

BBB, Trustpilot

Legal name
Snap Inc.
Business type
Publicly traded technology company (NYSE: SNAP) headquartered in Santa Monica, California, that operates the Snapchat app and the Snapchat+, Lens+ and Snapchat Platinum subscriptions
Website
help.snapchat.comSource: Snapchat Support Help Center, checked 2026-10-20
Headquarters
Santa Monica, CASource: Snap Inc. Terms of Service and Form 10-K list 3000 31st Street, Santa Monica, California 90405, checked 2026-10-20

Snap Inc. files annual and quarterly reports with the SEC, lists Class A stock on the New York Stock Exchange under SNAP, and gives 3000 31st Street, Santa Monica, California 90405 as its address in its Terms, Form 10-K and BBB profile. Its own Help Center documents how to cancel, request refunds and recover accounts. The record on this page lists the FTC 2014 order, pending state attorney general suits, consumer and investor litigation, and BBB and Trustpilot figures as displayed on 2026-10-20. BBB's letter rating rests on BBB's own factors (the reason shown is failure to respond to complaints), while the BBB and Trustpilot review averages reflect reviews submitted on each site.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBSnapchat Inc., Santa Monica, CA (headquarters and corporate-owned locations), as dis
59 reviews · 821 complaints · BBB business grade F · average customer rating 1.12 / 5
Trustpilot
1,103 reviews · TrustScore 1.2 / 5
EDITORIAL

Complaint record as displayed on 2026-10-20

BBB. The BBB profile for Snapchat Inc., Santa Monica, CA (headquarters and corporate-owned locations) shows 'NOT BBB Accredited', a BBB Rating of F with the reason 'Failure to respond to 821 complaint(s) filed against business', '821 complaints in the last 3 years. 295 complaints in the last 12 months.', and '1.12 /5 stars, Average of 59 Customer Reviews'. BBB's raw page data gives a file opened date of 2015-01-06 and an incorporation date of 2012-05-25, and lists alternate names Snap Inc. and Vergence Labs. BBB notes that displayed complaint text might not represent all complaints.

Trustpilot. The Snapchat page (snapchat.com) shows 1.2 from 1,103 reviews, 236 reviews in the last 12 months, an 'Unclaimed profile' label, and the notice that the company has not invited customers so reviews may not be representative. Trustpilot's AI-generated summary on that page described many reviewers as frustrated about charges for storing Memories; that is Trustpilot's summary, not our finding.

BBB and Trustpilot figures come from different systems and are not added together. No published complaint reports are currently linked to this profile.

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EDITORIAL

Snapchat complaints: cancel, refund, Memories storage and account recovery

Checked 2026-10-20 on Snapchat Support pages. Where a subscription is billed decides who can cancel and refund it.

Cancel Snapchat+ or Memories+. Snapchat's cancellation article says: iOS, 'Cancel through the iOS App Store'; Android, 'Cancel through the Google Play Store'; web, 'Cancel via the Snapchat accounts portal'. It also says 'iOS users must cancel subscriptions 24 hours before a trial period ends in order to avoid being charged.'

Refunds. Snapchat's refund article says that for App Store purchases 'please contact Apple to request a refund' and that for Google Play purchases 'please contact Google'; it adds that Snapchat Support 'will not be able to assist you with refunds' for those two. For web purchases in the United States, the article says canceling stops auto-renewal and access continues through the paid period, and that refunds are not given for the unused part of a month or year. For a web subscription charged in error, the article says to try troubleshooting with the Snapchat Support Bot. It opens by saying that if you did not intend to subscribe to Snapchat+, you can request a refund, and it directs purchases made through third-party partners such as Verizon +play or the MySTC app to those partners.

Auto-renewal and trials. The Snap Paid Features Terms (effective April 7, 2025, read 2026-10-20) say Paid Subscriptions 'will automatically renew for subsequent periods of the same length', that after a promotional offer such as a free trial 'you will automatically be moved to the Paid Subscription' and charged the full price unless you cancel, and that a price change takes effect from the start of the next billing period after notice.

Memories storage. Snapchat's storage article says: 'You have up to 5GB of complimentary Snapchat Memories storage.' Saving more prompts an upgrade option, and 'Snapchat will not automatically delete your Memories because you do not upgrade.' It states that, starting in January 2027, Memories older than one year that fall outside the oldest 5GB will be archived, 'No Memories will be archived before January 2027', and archived items show as thumbnails until you upgrade or download them. It lists a US 100GB Memories-only plan at '$1.99/month or $20/year' and says prices may vary by market.

More detailShow less

Snapchat+ typically includes 250GB and Snapchat+ Platinum 5TB (same article). The article says a 100GB Memories-only plan can be managed or cancelled in Memories settings, a different route from the one given for Snapchat+. The Terms (Section 12) say: 'Since we can’t promise that your content will always be available, we recommend keeping a separate copy of content you save to Memories.'

More detailShow less

Account compromised. Snapchat's article tells users to reset the password, check the email and mobile number on the account, and and try the Snapchat Support Bot if more help is needed. It also lists terminating an unrecognised session in Session Management, and says a Snapchat representative will never ask for a password or My Eyes Only passcode.

Other routes. You can file a complaint with BBB (see the complaint record). Keep screenshots of charges, the store receipt and the dates you cancelled.

EDITORIAL

FTC consent order (2014) and state attorney general suits

FTC matter File No. 132 3078. The FTC's case page lists a proposed consent agreement announced May 8, 2014 (Federal Register notice May 14, 2014) and a final Decision and Order dated December 31, 2014. The FTC's 2014 press release says its complaint alleged, among other things, that Snapchat marketed snaps as able to 'disappear forever' while recipients could save them with third-party apps, collected Android geolocation data despite its privacy policy, and failed to secure 'Find Friends', which let attackers compile a database of 4.6 million usernames and phone numbers. The order bars misrepresentations about privacy and security and requires a comprehensive privacy program 'monitored by an independent privacy professional for the next 20 years'. The press release page did not contain an admission or no-admission statement. Snap's Form 10-K for 2025 says the FTC consent order was entered in December 2014 and has a 20-year term with biennial independent privacy audits.

More on regulatorsShow less

State attorneys general. Snap's quarterly report for the period ended June 30, 2026 states: 'Beginning on January 30, 2024, certain U.S. state attorneys general have filed lawsuits against us making similar allegations' to the social-media-harm cases, including 'allegedly misleading safety and marketing campaigns', and that trials are scheduled to begin in the Nevada and New Mexico attorneys general actions in August 2027. These are allegations in pending cases.

European Union. The same report states that on March 26, 2026 the European Commission opened proceedings under the Digital Services Act on Snap's obligations including protections for minors, that the matter is at an early stage and Snap is cooperating.

Pennsylvania. The Pennsylvania Office of Attorney General's complaint, captioned Commonwealth of Pennsylvania, Office of Attorney General v. Snap, Inc. in the Philadelphia Court of Common Pleas and signed August 25, 2026, asserts counts under the Pennsylvania Unfair Trade Practices and Consumer Protection Law. These are allegations; no ruling was identified as of 2026-10-20. This account rests on the complaint document.

FTC referral about My AI. Snap's Form 10-K for 2025 says the FTC announced in January 2025 the referral of a complaint to the Department of Justice about Snap's deployment of its My AI feature; that the DOJ did not act within the statutory period and the matter returned to the FTC; and that, to date, the FTC has not taken further action on the complaint. This is Snap's description.

EDITORIAL

Lawsuits and settlements

Court records

The facts on this page are taken from Snap's own quarterly report for the period ended June 30, 2026 (Form 10-Q filed 2026-08-04). Claims against Snap are allegations unless a court has decided them. After describing the Roblox-related suits, the report says Snap believes it has meritorious defenses to 'these lawsuits' and plans to defend them.

More on the lawsuitsShow less
  • Social media addiction and mental health litigation. Filed beginning January 20, 2022; plaintiffs allege the design and use of Snapchat and other platforms is addictive and harms users, mostly under 18. Most cases are in a federal MDL in the Northern District of California or a California coordinated proceeding (JCCP) in Los Angeles. Snap reports a confidential settlement resolving the first and second JCCP bellwether trials for Snap, a June 2026 settlement of the first school district case set for trial, the next two JCCP bellwether trials including Snap scheduled to begin in October 2026, and the next school district trials including Snap scheduled for February 2027. The report adds that in the JCCP the court dismissed the school district and municipality plaintiffs' claims without prejudice, a ruling now on appeal.
  • Fentanyl-death lawsuits. First filed October 13, 2022 in Los Angeles Superior Court alleging Snap should be responsible for deaths of young people who took fatal fentanyl doses after contacting drug dealers on Snapchat. The report says that on January 2, 2024 the judge granted in part and overruled in part Snap's demurrer, allowing several claims to proceed.
  • Roblox-related child exploitation suits. Beginning July 24, 2025, families sued Roblox and Snap, alleging exploitation of a minor who met a stranger on Roblox with further exploitation on Snapchat; a federal MDL was formed in December 2025 and state cases are in a JCCP.
  • Securities class actions (investor cases). The 2021 suit about Apple's App Tracking Transparency settled for $65.0 million; the court granted final approval and dismissed it on April 24, 2026. An August 2025 suit was voluntarily dismissed in December 2025 and, per the report, may be refiled.
PUBLIC RECORD

Court & Public Records

Social media addiction and mental health litigation (federal MDL and California JCCP)

Filed

U.S. District Court for the Northern District of California (MDL) and Los Angeles County Superior Court (JCCP)Source ↗

Filed — no final outcome recorded

Allegations, not findings.

Case details: Social media addiction and mental health litigation (federal MDL and California JCCP)Show less

Cases filed beginning January 20, 2022 allege that Snapchat and other platforms are addictive and harm users under 18. Snap's report for the period ended June 30, 2026 says it reached a confidential settlement resolving the first and second JCCP bellwether trials for Snap and a June 2026 settlement of the first school district case set for trial; the next two JCCP bellwether trials including Snap are scheduled to begin in October 2026, and the next school district trials including Snap in February 2027. Other claims remain pending.

State attorney general lawsuits against Snap Inc.

Filed

Various state courtsSource ↗

Filed — no final outcome recorded

Allegations, not findings.

Case details: State attorney general lawsuits against Snap Inc.Show less

Snap's report states that beginning January 30, 2024 certain U.S. state attorneys general filed suits with allegations including harmful content, child safety concerns, unlawful data collection and allegedly misleading safety and marketing campaigns, and that trials are scheduled to begin in the Nevada and New Mexico actions in August 2027. Separately, on August 25, 2026 the Pennsylvania Attorney General sued Snap Inc. in the Philadelphia Court of Common Pleas under the state Unfair Trade Practices and Consumer Protection Law (allegations; no ruling identified as of 2026-10-20; source: the complaint document at cdn.attorneygeneral.gov).

Fentanyl-death lawsuits (coordinated, Los Angeles)

Filed

Los Angeles County Superior CourtSource ↗

Filed — no final outcome recorded

The case is pending; allegations only.

Case details: Fentanyl-death lawsuits (coordinated, Los Angeles)Show less

First filed October 13, 2022; other families' cases were coordinated before the same judge. Per Snap's report, on January 2, 2024 the judge granted in part and overruled in part Snap's demurrer, allowing several claims to proceed.

Securities class action over Apple App Tracking Transparency (investor case)

Settled

U.S. District Court for the Central District of CaliforniaSource ↗

Settled

This was a shareholder case, not a consumer case.

Case details: Securities class action over Apple App Tracking Transparency (investor case)Show less

Investor class action filed November 11, 2021 against Snap and certain officers. Snap's reports state a settlement of $65.0 million (preliminary agreement September 2025), which Snap says was covered by insurance, and that the court granted final approval and dismissed the action on April 24, 2026.

EDITORIAL

Who operates Snapchat

The Snap Inc. Terms of Service name Snap Inc., 3000 31st Street, Santa Monica, California 90405, as the contracting party for U.S. users; the Terms page showed an effective date of September 21, 2026 when read on 2026-10-20. The Form 10-K filed 2026-02-05 says Snap Inc. is a Delaware company with Class A common stock listed on the New York Stock Exchange under SNAP, and reports 474 million average daily active users for the quarter ended December 31, 2025. It describes Snapchat+, Lens+ and Snapchat Platinum as its subscription services.

Snapchat's plans page lists an individual monthly or yearly Snapchat+ subscription, a Snapchat+ Family Plan (the subscriber can add 2 more people), Lens+ and Snapchat+ Platinum, and says purchases are completed in the Apple App Store or Google Play Store (Platinum and Lens+ are not available through Snapchat+ Web Subscriptions).

More company historyShow less

The Terms contain a binding individual arbitration clause with a 30-day opt-out window ('no later than 30 days after first becoming subject to this Arbitration Agreement'), California governing law, and a mailing address and email for opt-out notices; read Section 20 of the Terms before relying on a court route. The Terms also require a mailed Pre-Arbitration Demand to 'Snap Inc., ATTN: Litigation Department, 3000 31st Street, Santa Monica, CA 90405', exempt disputes within small-claims jurisdiction, state that opting out of only the arbitration provisions leaves the class action waiver in place, and cap liability at the greater of $100 or the amount paid in the 12 months before the claim arose.

EDITORIAL

Frequently Asked Questions

Who owns Snapchat?

Snapchat is operated by Snap Inc., a Delaware company with Class A stock listed on the NYSE under SNAP, according to its Form 10-K filed 2026-02-05. The Terms of Service name Snap Inc., 3000 31st Street, Santa Monica, California, as the contracting party for U.S. users.

How do I cancel Snapchat+ or Memories+?

Snapchat's help article says to cancel through the iOS App Store on iOS, the Google Play Store on Android, or the Snapchat accounts portal for web subscriptions. It adds that iOS users must cancel 24 hours before a trial ends to avoid being charged.

Can I get a refund for Snapchat+?

Snapchat's refund article says App Store and Google Play purchases must be refunded by Apple or Google, and that Snapchat Support cannot assist with those. For U.S. web purchases it says canceling stops auto-renewal and access continues through the paid period, with no refund for the unused part of a month or year.

Will Snapchat delete my Memories if I do not pay for storage?

Snapchat's storage article says it will not automatically delete Memories because you do not upgrade, that no Memories will be archived before January 2027, and that from then Memories older than one year outside the oldest 5GB will be archived and shown as thumbnails until you upgrade or download them. It lists a 100GB Memories-only plan in the US at $1.99 per month or $20 per year.

What does Snapchat say to do if my account is compromised?

Snapchat's article says to reset the password, confirm the email and mobile number on the account, and try the Snapchat Support Bot if you need more help.

What is Snapchat's BBB rating?

As displayed on 2026-10-20, the BBB profile for Snapchat Inc. in Santa Monica shows an F rating, not BBB Accredited, with the reason 'Failure to respond to 821 complaint(s) filed against business', 821 complaints in the last 3 years and 295 in the last 12 months. Details are in the complaint record section.

Is Snapchat under an FTC order?

The FTC lists a Decision and Order in File No. 132 3078 approved December 31, 2014. Snap's 2025 Form 10-K says the consent order has a 20-year term with biennial independent privacy audits.

What lawsuits involve Snap Inc.?

Snap's quarterly report for the period ended June 30, 2026 describes social media addiction cases (federal MDL and California JCCP), state attorney general suits with Nevada and New Mexico trials scheduled for August 2027, fentanyl-death cases in Los Angeles Superior Court, and investor class actions. These are described in the lawsuits section; claims are allegations unless decided by a court.