Oh no! I’ve received an error email…
What can I do now?
What can I do now?
Sometimes our software cannot process your chat. In this case you automatically receive an error message leading you to this page.
But what went wrong? There are different potential reasons for this error e-mail:
There are different possible solutions for different systems.
First of all: We always recommend you use our zapptales app to export your chat! You can download it from the Apple Store. The process is way faster and easier with our app 😊
Remember, there are different ways to export your chat from WhatsApp. E.g. with our app, MailDrop, Dropbox or Google Drive.
If you’ve received an error message from us, the following might have happened:
Problem: when sending your chat with Dropbox or Google Drive you must use chat@zapptales.com (not en@zapptales.com).
Solution: Please export your chat with Dropbox or Google Drive again using the correct email address.
Problem: When your Wi-Fi connection is not stable or the progress of the chat export was interrupted it might happen that there’s no attachment or iCloud link in the email.
Solution: In this case we suggest you send us the chat again while taking care that the progress is not to be interrupted – and also keeping an eye on the Wi-Fi connection. Before sending the email, you can see whether there’s an attachment or an iCloud link in it. If that’s not the case you should try again.
Problem: Sometimes a zip file reaches us empty or damaged. This can happen if there is an interruption during the chat export or an emoji in the file’s name.
Solution: First, we suggest you check if there are emojis in the file’s name and if so, to delete them. The easiest way of doing so is to check that no chat participant’s name has an emoji in their name. In case there is, you should temporarily change the contact’s name and delete the emojis. Afterwards you can send us the chat again with iCloud and give attention to the progress of not being interrupted.
For any questions, our support would be happy to help you (support@zapptales.com).
Currently, the only way of exporting a chat is exporting it with email. This means the attachment is limited to around 25 MB. Therefore, the following error can happen more often:
Problem: When your chat has a lot of pictures and videos in it, WhatsApp might start attaching them first and there’s not enough space left for the txt file. Without a text file however, our software cannot prepare the chat for you.
Solution 1: In this case you should send the chat with another email app. What does this mean? Usually, all smartphones have their own, preinstalled email app. Additionally you can download the app of your email provider (e.g. GMX or Gmail). With this app, it’ll probably work.
Solution 2: In case solution 1 didn’t help, the only option is to send us the chat without media (WhatsApp asks you before sending your chat). With this, your text file definitely will be sent. The missing pictures can be uploaded afterwards. Where a picture is missing, you’ll find a place holder to upload the picture.
Our support is happy to help you with any further problems or questions (support@zapptales.com).
As mentioed above, there are other causes that might have led to this error message.
Problem: Our software is programmed to process chats directly sent from WhatsApp. WhatsApp always saves these chats as a “.txt” file. If you send us your chat in another format (e.g. a Word file or PDF) our software cannot read it.
Solution: If the chat is still on your phone, we recommend you send it directly to zapptales. Should you only have it as a PDF or Word file, you can send us an email to support@zapptales.com. We’ll find a good solution for you!
Problem: Currently, we can only turn WhatsApp chats and Facebook Messenger chats into books. Other messenger services like Line, Telegram or Threema cannot be processed yet. But we’ll offer it soon! 😊
Solution: Unfortunately, there’s no solution now. But keep checking us! We’ll soon be able to turn other messaging services into books.
Problem: Usually, you can edit the text file by yourself before sending it to zapptales. However, it’s important that the format and coding of the text file stays the same as in the original file. If not, our software might not be able to correctly recognize it.
Solution: Please contact us by sending an email to support@zapptales.com. We can then explain you how you can edit the text file by yourself.
For any questions, our support would be happy to help you (support@zapptales.com).