Chat Charts FAQ

 

Questions on Exporting & uploading

My upload isn’t working / the website is showing me an error

We're sorry to hear that. Make sure you've exported your file in the correct format, you can do that by following one of our handy guides below.

If you're still having issues, feel free to securely send your chat file to us via WeTransfer. Just make sure to add info@chatcharts.com as the Email to option. We'll then try and sort the upload out for you. If it's a problem we haven't come across before then we'll give you 10% off for your troubles!

 

How do I export my WhatsApp chat?

Apple users

  1. Open the chat you'd like to export
  2. Tap the contact's name or group subject
  3. Tap Export Chat
  4. Select Without media
  5. Save your file directly to your device (don't export to Google Drive)
  6. Upload it to https://chatcharts.com/products/chat-chart

 

Android users

  1. Open the chat you'd like to export
  2. Tap the three dots in the top right > More > Export chat
  3. Select Without media
  4. Save your file directly to your device (don't export to Google Drive)
  5. Upload this to https://chatcharts.com/products/chat-chart

 

How do I export my Telegram messages?

Windows desktop app

  1. Open the Telegram desktop app and go to the chat you wish to export
  2. Click the three dots in the top right
  3. Click Export chat history
  4. Unselect all media options
  5. Change the Format to Machine-readable JSON
  6. Make sure the From and To fields have the values you want
  7. Click Export
  8. Click Show my data
  9. This will open a folder containing a file called result.json
  10. Upload that file to our site when you make your order and you're done! 🥳

 

How do I export my Instagram messages?

  1. Open the Instagram app on your phone
  2. Head to the menu on your profile and click Your activity
  3. Scroll to the bottom and click Download your information
  4. Click Request a download
  5. Click Select types of information
  6. Select Messages then click Next
  7. Under Format, select JSON.
  8. Change the Media quality to Low
  9. Change the Date range to All time
  10. Click Submit Request
  11. Meta will send you an email saying the export has started
  12. Once complete, you'll receive an email saying your download is ready, click the link in this email
  13. Click Download on this page, this will download a .zip folder to your device
  14. Extract the contents
  15. Go to https://chatcharts.com
  16. Click the uploader in the Upload your chat section
  17. On your device, find the folder from the extracted file with your fellow chatter's name on it. Open this folder.
  18. Upload all files named something like message_1.json at the same time. Big chatters will have lots of files!
  19. Congrats, you've done it! Put your order in and sit back and wait for your print to arrive 😁

 

How do I export my Facebook Messenger messages?

  1. Open the Facebook app on your phone
  2. Tap the three lines in the top right > Settings Cog
  3. Click into the Account Centre
  4. Click Your information and permissions
  5. Click Download your information
  6. Click Request a download
  7. On the next page, uncheck your Instagram profile if you have one so only your Facebook account is selected. Then click Next
  8. Click Select types of information
  9. Select Messages then click Next
  10. Under Format, select JSON. Then click Submit Request
  11. You will receive an email confirming your request, with a link to your Downloads page
  12. Facebook will take a while to gather your information, so now is the time to get a spot of lunch or call your mum
  13. Once complete, you'll receive an email saying your download is ready, click the link in this email
  14. Click Download on this page, this will download a .zip folder to your device
  15. Extract the contents
  16. Go to https://chatcharts.com
  17. Click the uploader in the Upload your chat section
  18. On your device, choose this folder: {Your extracted folder} > your_activity_across_facebook > messages > inbox > {the chat you want to use}
  19. Upload all files named something like message_1.json at the same time. Big chatters will have lots of files!
  20. Congrats, you've done it! Put your order in and sit back and wait for your Chat Chart to arrive 😁

 

Questions on products

Which apps can I make prints with?

Currently, we can make a print using these apps:

  • WhatsApp
  • Instagram
  • Facebook
  • iMessage
  • Telegram

What's even better is you can make a print using ALL OF THEM. If you and your fellow chatter have used more than one of these apps to talk, then you can upload your exports from each of them and the statistics will all count towards your print! 🎉

 

What happens to my data?

Amazingly, you never send your chat to us! Our clever site gets the details we need to make a print when you make an order. No human or third party ever sees the contents of your messages.

We'll even send you a Certificate of Data Assurance when you order so that you have proof we never had your chat. It's as though you were never here... 👻

We do hold on to the data we need to complete your order i.e. your shipping address and the metrics on your print. But of course this data can be destroyed at your request. Just chat to us through the website, or send us an email at info@chatcharts.com

 

Can I preview my print?

Yes absolutely! You just need to add the "Get a preview" option to your order and we'll make sure you to email you your print before we print it.

The preview can take 1-2 working days to get to you, then you can review it and make any changes you like.

 

Can I get a digital print?

Yes you can! 🎉

Just use codes DIGITAL25 and DIGITALSHIPPING at checkout to bring the price down. Then we will email you a digital copy instead of a physical copy.

Digital copies can take up to 3 working days to arrive in your inbox

 

Does it work with all languages?

Absolutely! We can make prints out of pretty much any language 🌍 And if you select the Preview option when ordering, you can make any changes you'd like before printing.

 

Questions on refunds and returns

 

What is your refund & returns policy?

Refund policy

Due to the tailormade nature of our prints we can only offer refund for damaged goods. This does not include the statistics used in your print.

However if you check the "Preview" option when making you order, you will be able to preview your print before it goes to print and make any changes you like.

 

Cancellation policy

You are free to cancel your order and receive a full refund anytime before your print has been designed. Depending on our workload, this can be any time between 0-3 days.

 

Returns policy

We do not accept returns or exchanges.

 

Questions on shipping and delivery

 

When will I get my print?

UK Priority Shipping: 2-4 working days

UK Standard Shipping: 5-7 working days

International: Up to 7 working days

Previews / Digital prints: 2-3 working days

 

Do you ship internationally?

We actually print locally in most countries, meaning quick delivery times! And if we can't print in your country, we can always ship to you.

Please be aware that different countries have unique customs rules and regulations. Unfortunately, if your package gets held at customs you will be responsible for communication and any additional costs required to release your item(s).

 

How do I track my order?

Just ask “Chatty” (our in-site chatbot) about your existing order and they’ll let you know how we’re getting on with it.