Seeing the error message “Oops We Could not Find Matching Credentials” when trying to log into your Snapchat account can be very frustrating.
This error typically means Snapchat cannot verify your login credentials, blocking access to your account.
There are several potential reasons you may encounter this error:
Why You See Matching Credentials Error on Snapchat
Account Locked by Snapchat
Snapchat may have temporarily locked your account due to suspicious activity or violations of their terms of service. This is commonly reported when users try to log in from new devices or locations.
Device Ban
Your device may be banned from accessing Snapchat if you have violated their terms too many times from that device. Trying to log in results in the credentials error.
Server Issues
Since the message comes from Snapchat’s servers failing to validate your credentials, intermittent server issues can also cause this problem. It may resolve on its own after some time.
Incorrect Credentials
If you simply have the wrong password or username, Snapchat does not tell you your credentials are wrong – instead, it says it cannot find credentials matching what you entered.
Account Deleted
In some rare cases, your account may have been deleted altogether if you broke the terms of service. Snapchat does not notify users if or why accounts get deleted.
How to Fix “Oops We Could not Find Matching Credentials” on Snapchat
Try these troubleshooting tips to attempt fixing the credentials error:
1. Uninstall and Reinstall the App
The first step is to uninstall Snapchat from your device, power down your phone completely, then reinstall Snapchat.
This clears any corrupted app data that could be causing credential issues.
To reinstall Snapchat on Android:
- Open your Settings app
- Tap Apps or Application Manager
- Find Snapchat and tap it
- Tap Uninstall and confirm
- Power down your phone completely
- Turn your phone back on after 1 minute
- Go to the Play Store and reinstall Snapchat
To reinstall Snapchat on iPhone:
- Hold your finger on the Snapchat icon until icons start wiggling
- Tap the X icon on Snapchat to delete it
- Power down your iPhone completely
- Turn your iPhone back on after 1 minute
- Go to the App Store and reinstall Snapchat
2. Check Account Status from a Friend’s Device
To check if your account still exists or was potentially banned/deleted, try viewing it from a friend’s device:
- On your friend’s phone, open Snapchat
- Go to Add Friends
- Type your username into the search bar
- See if your account shows up in the results
If your account no longer shows up even when searched directly with your username, it may unfortunately have been deleted by Snapchat.
Otherwise, if your account is still there, the issue lies with your device or credentials. Proceed to the next steps.
3. Reset Your Password
If your credentials were changed or expired, resetting your password should resolve the issue:
- Go to Snapchat’s password reset page.
- Enter your email or phone number on file and tap Submit
- Check your email inbox for a reset link from Snapchat.
- Follow the instructions in the email to reset your password.
- Try logging into the mobile app with your new password.
4. Log Out All Sessions from Snapchat’s Website
An open session on another device could be preventing a login on your phone. Log out all sessions:
- Log into your account with your username and current password
- Click your Bitmoji in the top left.
- Select Settings from the menu.
- Tap on Log Out.
- Confirm by clicking Log Out again.
- Log back into your phone app
This signs out all devices so your phone can reconnect cleanly.
Try Logging in from a Different Network
If you are connected to WiFi, try disabling WiFi and using cellular data instead. Or if you are on cellular data, connect to a WiFi network and attempt logging in.
Sometimes network issues blocking Snapchat’s servers can cause credential errors. Switching to another network essentially uses a different path to reach Snapchat’s login servers which may avoid any network glitches.
8. Try Logging In from a Different Device
As noted for checking account status, log into your Snapchat account from a trusted friend or family member’s device to see if credential issues persist.
Borrow an iPhone if you normally use Android, or vice versa. This determines if the issue stems from your device specifically rather than your account.
If you can log in successfully on a different device, an app reinstallation or reboot on your phone sometimes resolves lingering app issues.
5. Clear Cache and App Data
Corrupted app data is a common cause of Snapchat issues on Android. Wiping it fixes problems without deleting account data.
On Android:
- Open phone’s Settings app
- Tap Apps or Application Manager
- Swipe to or scroll down to Snapchat.
- Tap “Storage and cache” then proceed to “Clear Cache.”
- Open Snapchat and log in again.
On iPhone:
- Hold finger on Snapchat app icon
- Tap app icon until it starts wiggling
- Find Snapchat in list and tap it
- Tap Delete App in popup
- Redownload app from App Store
- Log in again
This often resolves credential errors by forcing a fresh login.
6. Contact Snapchat Support
If you have tried all troubleshooting steps with no success, reach out to Snapchat Support for personalized help:
Here’s how to contact Snapchat support directly from the app:
- Tap your profile picture or Bitmoji icon in the top left corner.
- Tap the gear icon in the top right corner (Settings).
- Scroll down to the “Support” and select “I Need Help“.
- Search for your issue in the search bar or browse through the provided categories.
- If you can’t find your specific issue, tap “Contact Us” at the bottom of the page.
- Select a relevant option from the list. Here, we will go for “I can’t access my account.”
- Proceed to choose “I see an error message when I log in.”
- Scroll down and tap on “YES” in response to the question “Still need help?“
- Fill in your information such as your username, email and mobile number and if possible attach some screenshots.
- Submit the request and wait for a response from Snapchat Support.
Their team can better investigate issues with your specific account and possibly restore access.
Preventing This Error in the Future
Once you regain entry to Snapchat, avoid future lockouts using these best practices:
Set Up Two-Factor Authentication
Adding two-factor authentication requires you to verify logins on new devices via a 6 digit code from an Authenticator app or SMS text message.
This adds an extra credential check beyond just a password, preventing unauthorized logins.
To enable it:
- Go to your Snapchat Settings
- Navigate to Login Verification
- Choose to verify logins via SMS Text Message or Authentication App
- Follow setup process for the method chosen
Avoid 3rd Party Apps and Modifications
Using third party apps like location fakers, sticker/filter apps, etc. violates Snapchat’s terms and can get your device and account banned unexpectedly. Stick to official Snapchat app features only.
Change Passwords Periodically
If your login credentials are ever part of a website data breach, hackers can steal Snapchat accounts. Get in the habit of updating passwords every few months to stay secure.
Conclusion
Seeing the “Oops We Could not Find Matching Credentials” error in Snapchat can be worrying, but don’t panic! In most cases, the issue can be fixed by troubleshooting on your phone or contacting Snapchat support.
First, try the step-by-step solutions outlined in this guide like reinstalling the app, resetting your password, switching networks, or logging out of all sessions. Clearing app data and caches also helps force a fresh login.
If still struggling after working through troubleshooting tips, reach out directly to Snapchat’s support team. Explain exactly what happens when you attempt logging in while providing any details they request. Their specialists can best investigate issues with your account.
With some dedicated effort either troubleshooting yourself or getting assistance from Snapchat, you should be able to regain access to your account. Just don’t fall for scams offering to unlock your account illegally.
Once you recover your Snapchat access, make sure to enable two-factor authentication for increased security going forward. Avoid third-party apps that violate Snapchat’s policies too.
The “Oops We Could not Find Matching Credentials” message is frustrating but solvable. Have patience, work through recommendations, and your account should be restored, allowing you to continue creating Snapchat memories.
