Contact
Talk to us
There is no ticket system and no chatbot. One email address, read by a person, usually answered within a couple of days.
What to write about
Four things worth an email
A link that won't work
The most useful report includes the exact link you pasted, what the page said, and roughly when you tried. Snapchat changes its pages without notice, so a real example is worth more than a description.
Content removal
If your content is reachable through Snapdown and you want that stopped, email us and we will act on it. Note that we host nothing — files stream from Snapchat's own servers — so the durable fix is usually to make the post private on Snapchat.
Something to suggest
Ideas are welcome, especially about things that feel clumsy. We are unlikely to add accounts, history or anything requiring a login, since those cut against how the tool is built.
Anything else
Press, partnerships or an ordinary question. One inbox handles all of it and we read everything.
Before you write about a failed link
Two things account for most failures, and both are quicker to check than to report. If the snap was part of a Story, it may simply have expired — those last about 24 hours. If you saw a message about rate limiting, Snapchat is throttling our server for a moment; waiting a minute and trying again usually clears it. Anything else, we want to hear about.
Questions
Getting in touch
How long does it take to get a reply?
Usually a couple of days. It is one inbox read by a person rather than a ticket queue, so there is no automated acknowledgement — if you do not hear back within a week, it is worth sending the message again in case it was filtered.
What should I include when I report a link that will not work?
The exact link you pasted, whatever the page told you, and roughly when you tried it. A real example is far more useful than a description, because it lets us reproduce the failure directly. Screenshots help but the link matters most.
How do I ask for my content to be removed?
Email hello@snapdown.cc with the link and we will act on it. Worth knowing that we host nothing — files stream from Snapchat's own servers and nothing is stored here — so the durable fix is usually to make the post private on Snapchat, which puts it out of reach of any tool of this kind.
Is there a phone number or live chat?
No. Email is the only channel, deliberately: it keeps a written record of the problem and lets us include links and screenshots, which is what actually gets a broken extractor fixed. There is no chatbot and no call centre.