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Help & Troubleshooting

Most issues can be fixed in seconds. Check the quick solutions below before contacting support.

Common Issues & Quick Fixes

Can't open my WhatsApp file

  • Make sure you exported directly from WhatsApp
  • File must be .zip or .txt format
  • Don't rename or modify the export files
  • Extract the ZIP before opening

Photos or documents not showing

  • Re-export chat and choose "Include Media"
  • Keep media files in the same folder as the .txt file
  • Don't move or rename files after exporting
  • Check that media files weren't corrupted

App is slow or freezing

  • Very large chats (40,000+ messages) take longer to load
  • Close other applications to free up memory
  • Try splitting exports by date range
  • Refresh the page and try again

Export file won't load

  • Make sure the file came from WhatsApp's "Export chat" feature
  • Do not use backups from Google Drive or iCloud
  • Only WhatsApp exports are supported
  • Try re-exporting the chat from WhatsApp

CSV or PDF export not working

  • Check that you selected messages first
  • Try exporting smaller batches
  • Ensure your system allows file downloads
  • Try restarting the application if the issue persists

License or activation issues

  • Check your email (including spam) for the license key
  • Copy the key exactly, no extra spaces
  • Restart the application and try again
  • Contact support with your order number if stuck

How to Export a Chat from WhatsApp

Android

  1. Open the chat you want to export
  2. Tap the menu (three dots) in the top right
  3. Select More, then Export chat
  4. Choose Include media when prompted
  5. Save or share the ZIP file to your computer

iPhone

  1. Open the chat you want to export
  2. Tap the contact or group name at the top
  3. Scroll down and tap Export Chat
  4. Choose Attach Media when prompted
  5. Save to Files or AirDrop to your computer

Need more detailed instructions with screenshots?

Read our step-by-step guide

Your chats stay private

ChatXport runs 100% on your device. Everything stays on your device.

No uploads No accounts No servers No tracking

Still need help?

If you've tried the solutions above and still have issues, email us. We typically reply within 24 hours.

hello@chatxport.com

Please include:

  • Your Windows version
  • What happened (steps to reproduce)
  • Screenshot if possible
  • Order number (for license issues)
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