{"id":13580,"date":"2016-11-10T12:58:50","date_gmt":"2016-11-10T12:58:50","guid":{"rendered":"https:\/\/www.zapptales.com\/?page_id=13580\/"},"modified":"2020-07-09T11:04:57","modified_gmt":"2020-07-09T09:04:57","slug":"the-error-email","status":"publish","type":"page","link":"https:\/\/www.zapptales.com\/en\/help\/the-error-email\/","title":{"rendered":"The error email"},"content":{"rendered":"<div id='av_section_1'  class='avia-section main_color avia-section-default avia-no-border-styling avia-bg-style-scroll  avia-builder-el-0  el_before_av_section  avia-builder-el-first   container_wrap sidebar_right' style=' '  ><div class='container' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'>\n<div  style='padding-bottom:20px; ' class='av-special-heading av-special-heading-h2  blockquote modern-quote modern-centered  avia-builder-el-1  avia-builder-el-no-sibling  wbq_h_no_side_border '><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Oh no! I\u2019ve received an error email\u2026<\/h2><div class ='av-subheading av-subheading_below  ' style='font-size:24px;'><p>What can I do now?<\/p>\n<\/div><div class='special-heading-border'><div class='special-heading-inner-border' ><\/div><\/div><\/div>\n\n<\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='av_section_2'  class='avia-section main_color avia-section-default avia-no-border-styling avia-bg-style-scroll  avia-builder-el-2  el_after_av_section  el_before_av_section   container_wrap sidebar_right' style=' '  ><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-equal-height-column-flextable -flextable' ><div class=\"flex_column av_two_third  av-animated-generic left-to-right  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding first  avia-builder-el-3  el_before_av_one_third  avia-builder-el-first  \" style='border-radius:0px; '><p><div  style='padding-bottom:10px; ' class='av-special-heading av-special-heading-h2  blockquote modern-quote  avia-builder-el-4  el_before_av_textblock  avia-builder-el-first  '><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Basics<\/h2><div class='special-heading-border'><div class='special-heading-inner-border' ><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>Sometimes our software cannot process your chat. In this case you automatically receive an error message leading you to this page.<\/p>\n<p>But what went wrong? There are different\u00a0potential reasons\u00a0for this error e-mail:<\/p>\n<ul>\n<li>Your WhatsApp chat export failed (e.g. a missing or damaged zip file)<\/li>\n<li>You have sent us a file in an unknown format (e.g. a PDF or Word file)<\/li>\n<li>You have sent us a chat from another messaging service (e.g. Threema or Line)<\/li>\n<\/ul>\n<p>There are different possible solutions for different systems.<\/p>\n<\/div><\/section><\/p><\/div><div class='av-flex-placeholder'><\/div><div class=\"flex_column av_one_third  av-animated-generic av-rotateInUpLeft  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding   avia-builder-el-6  el_after_av_two_third  avia-builder-el-last  \" style='border-radius:0px; '><div  class='avia-image-container  av-styling-    avia-builder-el-7  avia-builder-el-no-sibling  wbq_productpage_product_img avia-align-center '  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\"  ><div class='avia-image-container-inner'><div class='avia-image-overlay-wrap'><img class='avia_image' src='https:\/\/www.zapptales.com\/wp-content\/uploads\/2017\/01\/zapptales-Support-Fehlerteufel-1.png' alt='' title='zapptales Support Fehlerteufel' height=\"185\" width=\"300\"  itemprop=\"thumbnailUrl\"  \/><\/div><\/div><\/div><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='whatsappbooks_softcover'  class='avia-section main_color avia-section-default avia-no-border-styling av-section-color-overlay-active avia-bg-style-scroll  avia-builder-el-8  el_after_av_section  el_before_av_section   container_wrap sidebar_right' style='background-color: #e6e1d7;  '  ><div class='av-section-color-overlay-wrap'><div class='av-section-color-overlay' style='opacity: 0.5; background-image: url(\/wp-content\/uploads\/2016\/01\/symphony_pattern.png); background-repeat: repeat;'><\/div><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-equal-height-column-flextable -flextable' ><div class=\"flex_column av_one_fourth  av-animated-generic av-rotateIn  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding first  avia-builder-el-9  el_before_av_three_fourth  avia-builder-el-first  \" style='border-radius:0px; '><div  class='avia-image-container  av-styling-    avia-builder-el-10  avia-builder-el-no-sibling  wbq_productpage_product_img move_up avia-align-center '  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\"  ><div class='avia-image-container-inner'><div class='avia-image-overlay-wrap'><img class='avia_image' src='https:\/\/www.zapptales.com\/wp-content\/uploads\/2016\/09\/Apple-258x300.png' alt='' title='Apple' height=\"300\" width=\"258\"  itemprop=\"thumbnailUrl\"  \/><\/div><\/div><\/div><\/div><div class='av-flex-placeholder'><\/div><div class=\"flex_column av_three_fourth  av-animated-generic right-to-left  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding   avia-builder-el-11  el_after_av_one_fourth  avia-builder-el-last  \" style='border-radius:0px; '><p><div  style='padding-bottom:10px; ' class='av-special-heading av-special-heading-h2  blockquote modern-quote  avia-builder-el-12  el_before_av_textblock  avia-builder-el-first  '><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >For iPhone users<\/h2><div class='special-heading-border'><div class='special-heading-inner-border' ><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>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 \ud83d\ude0a<\/p>\n<p>Remember, there are different ways to export your chat from WhatsApp. E.g. with our app, MailDrop, Dropbox or Google Drive.<\/p>\n<p>If\u00a0you\u2019ve received an error message from us, the following might have happened:<\/p>\n<ul>\n<li>You\u2019ve sent us the chat with Dropbox or Google Drive?<\/li>\n<\/ul>\n<p>Problem: when sending your chat with Dropbox or Google Drive you must use <a href=\"mailto:chat@zapptales.com\">chat@zapptales.com<\/a> (not <a href=\"mailto:en@zapptales.com\">en@zapptales.com<\/a>).<\/p>\n<p>Solution: Please export your chat with Dropbox or Google Drive again using the correct email address.<\/p>\n<ul>\n<li>There was no file or iCloud link in your e-mail<\/li>\n<\/ul>\n<p>Problem: When your Wi-Fi connection is not stable or the progress of the chat export was interrupted it might happen that there\u2019s no attachment or iCloud link in the email.<\/p>\n<p>Solution: In this case we suggest you send us the chat again while taking\u00a0care that the progress is not to be interrupted &#8211; and also keeping an eye on the Wi-Fi connection. Before sending the email, you can see whether there\u2019s an attachment or an iCloud link in it. If that\u2019s not the case you should\u00a0try again.<\/p>\n<ul>\n<li>The attached or via iCloud sent zip file is empty or damaged<\/li>\n<\/ul>\n<p>Problem: Sometimes a zip file reaches\u00a0us empty or damaged. This can happen\u00a0if there is an interruption during the chat export or an emoji in the file\u2019s name.<\/p>\n<p>Solution: First, we suggest you check if there are emojis in the file\u2019s name and if so, to delete them. The easiest way of doing so is to check that no chat participant\u2019s name has an emoji in their name. In case there is, you should temporarily\u00a0change the contact\u2019s 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.<\/p>\n<p>For any questions, our support would be happy to help you (<a href=\"mailto:support@zapptales.com\">support@zapptales.com<\/a>).<\/p>\n<\/div><\/section><\/p><\/div><\/div><!--close column table wrapper. Autoclose: 1 --><\/div><\/div><\/div><!-- close content main div --><\/div><\/div><\/div><div id='whatsappbooks_softcover'  class='avia-section main_color avia-section-default avia-no-border-styling av-section-color-overlay-active avia-bg-style-scroll  avia-builder-el-14  el_after_av_section  el_before_av_section   container_wrap sidebar_right' style=' '  ><div class='av-section-color-overlay-wrap'><div class='av-section-color-overlay' style='opacity: 0.5; background-image: url(\/wp-content\/uploads\/2016\/01\/symphony_pattern.png); background-repeat: repeat;'><\/div><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-equal-height-column-flextable -flextable' ><div class=\"flex_column av_three_fourth  av-animated-generic right-to-left  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding first  avia-builder-el-15  el_before_av_one_fourth  avia-builder-el-first  \" style='border-radius:0px; '><p><div  style='padding-bottom:10px; ' class='av-special-heading av-special-heading-h2  blockquote modern-quote  avia-builder-el-16  el_before_av_textblock  avia-builder-el-first  '><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >For Android users<\/h2><div class='special-heading-border'><div class='special-heading-inner-border' ><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>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:<\/p>\n<ul>\n<li>There was no text file attached<\/li>\n<\/ul>\n<p>Problem: When your chat has a lot of pictures and videos in it, WhatsApp might start attaching them first and there\u2019s not enough space left for the txt file. Without a text file however, our software cannot prepare the chat for you.<\/p>\n<p>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\u2019ll probably work.<\/p>\n<p>Solution 2: In case solution 1 didn\u2019t 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\u2019ll find a place holder to upload the picture.<\/p>\n<p>Our support is happy to help you with any further problems or questions (<a href=\"mailto:support@zapptales.com\">support@zapptales.com<\/a>).<\/p>\n<\/div><\/section><\/p><\/div><div class='av-flex-placeholder'><\/div><div class=\"flex_column av_one_fourth  av-animated-generic av-rotateIn  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding   avia-builder-el-18  el_after_av_three_fourth  avia-builder-el-last  \" style='border-radius:0px; '><div  class='avia-image-container  av-styling-    avia-builder-el-19  avia-builder-el-no-sibling  wbq_productpage_product_img move_up avia-align-center '  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\"  ><div class='avia-image-container-inner'><div class='avia-image-overlay-wrap'><img class='avia_image' src='https:\/\/www.zapptales.com\/wp-content\/uploads\/2016\/09\/AndroidLogo-248x300.png' alt='' title='AndroidLogo' height=\"300\" width=\"248\"  itemprop=\"thumbnailUrl\"  \/><\/div><\/div><\/div><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n<\/p>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><\/div><div id='whatsappbooks_softcover'  class='avia-section main_color avia-section-default avia-no-border-styling av-section-color-overlay-active avia-bg-style-scroll  avia-builder-el-20  el_after_av_section  el_before_av_section   container_wrap sidebar_right' style='background-color: #e6e1d7;  '  ><div class='av-section-color-overlay-wrap'><div class='av-section-color-overlay' style='opacity: 0.5; background-image: url(\/wp-content\/uploads\/2016\/01\/symphony_pattern.png); background-repeat: repeat;'><\/div><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-equal-height-column-flextable -flextable' ><div class=\"flex_column av_one_fourth  av-animated-generic av-rotateIn  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding first  avia-builder-el-21  el_before_av_three_fourth  avia-builder-el-first  \" style='border-radius:0px; '><div  class='avia-image-container  av-styling-    avia-builder-el-22  avia-builder-el-no-sibling  wbq_productpage_product_img move_up avia-align-center '  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\"  ><div class='avia-image-container-inner'><div class='avia-image-overlay-wrap'><img class='avia_image' src='https:\/\/www.zapptales.com\/wp-content\/uploads\/2017\/01\/zapptales-Support-traurig-2.png' alt='' title='zapptales Support traurig' height=\"185\" width=\"300\"  itemprop=\"thumbnailUrl\"  \/><\/div><\/div><\/div><\/div><div class='av-flex-placeholder'><\/div><div class=\"flex_column av_three_fourth  av-animated-generic right-to-left  flex_column_table_cell av-equal-height-column av-align-top av-zero-column-padding   avia-builder-el-23  el_after_av_one_fourth  avia-builder-el-last  \" style='border-radius:0px; '><p><div  style='padding-bottom:10px; ' class='av-special-heading av-special-heading-h2  blockquote modern-quote  avia-builder-el-24  el_before_av_textblock  avia-builder-el-first  '><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Other possible causes: <\/h2><div class='special-heading-border'><div class='special-heading-inner-border' ><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>As mentioed\u00a0above, there are other causes\u00a0that might have led to this error message.<\/p>\n<ul>\n<li>You sent us the file in another format<\/li>\n<\/ul>\n<p><strong>Problem<\/strong>: Our software is programmed to process chats directly sent from WhatsApp. WhatsApp always saves these chats as a \u201c.txt\u201d file. If you send us your chat in another format (e.g. a Word file or PDF) our software cannot read it.<\/p>\n<p><strong>Solution<\/strong>: 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 <a href=\"mailto:support@zapptales.com\">support@zapptales.com<\/a>.\u00a0We&#8217;ll find a good solution for you!<\/p>\n<ul>\n<li>You\u2019ve sent us a chat which is from another messenger app<\/li>\n<\/ul>\n<p><strong>Problem<\/strong>: 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\u2019ll offer it soon! \ud83d\ude0a<\/p>\n<p><strong>Solution<\/strong>: Unfortunately, there\u2019s no solution now. But keep checking us! We\u2019ll soon be able to turn other messaging services into books.<\/p>\n<ul>\n<li>You have sent us a text file you\u2019ve edited before<\/li>\n<\/ul>\n<p><strong>Problem<\/strong>: Usually, you can edit the text file by yourself before sending it to zapptales. However, it\u2019s 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.<\/p>\n<p><strong>Solution<\/strong>: Please contact us by sending an email to <a href=\"mailto:support@zapptales.com\">support@zapptales.com<\/a>. We can then explain you how you can edit the text file by yourself.<\/p>\n<p>For any questions, our support would be happy to help you (<a href=\"mailto:support@zapptales.com\">support@zapptales.com<\/a>).<\/p>\n<\/div><\/section><\/p><\/div><\/div><!--close column table wrapper. Autoclose: 1 --><\/div><\/div><\/div><!-- close content main div --><\/div><\/div><\/div><div id='whatsappbooks_softcover'  class='avia-section main_color avia-section-default avia-no-border-styling av-section-color-overlay-active avia-bg-style-scroll  avia-builder-el-26  el_after_av_section  avia-builder-el-last   container_wrap sidebar_right' style=' '  ><div class='av-section-color-overlay-wrap'><div class='av-section-color-overlay' style='opacity: 0.5; background-image: url(\/wp-content\/uploads\/2016\/01\/symphony_pattern.png); background-repeat: repeat;'><\/div><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><h3 style=\"text-align: center;\">Your problem couldn\u2019t be solved? Please don\u2019t hesitate to contact us. We\u2019ll find a solution!<\/h3>\n<\/div><\/section>\n<div  style='height:40px' class='hr hr-invisible   avia-builder-el-28  el_after_av_textblock  el_before_av_button '><span class='hr-inner ' ><span class='hr-inner-style'><\/span><\/span><\/div>\n<div  class='avia-button-wrap avia-button-center  avia-builder-el-29  el_after_av_hr  avia-builder-el-last ' ><a href='https:\/\/www.zapptales.com\/en\/contact-and-help\/'  class='avia-button   avia-icon_select-yes-left-icon avia-color-theme-color avia-size-small avia-position-center '   ><span class='avia_button_icon avia_button_icon_left ' aria-hidden='true' data-av_icon='\ue805' data-av_iconfont='entypo-fontello'><\/span><span class='avia_iconbox_title' >Contact us!<\/span><\/a><\/div>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><\/div><div id='after_section_6'  class='main_color av_default_container_wrap container_wrap sidebar_right' style=' '  ><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-13580'><div class='entry-content-wrapper clearfix'><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":5,"featured_media":0,"parent":13270,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/pages\/13580\/"}],"collection":[{"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/pages\/"}],"about":[{"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/types\/page\/"}],"author":[{"embeddable":true,"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/users\/5\/"}],"replies":[{"embeddable":true,"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/comments\/?post=13580"}],"version-history":[{"count":0,"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/pages\/13580\/revisions\/"}],"up":[{"embeddable":true,"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/pages\/13270\/"}],"wp:attachment":[{"href":"https:\/\/www.zapptales.com\/en\/wp-json\/wp\/v2\/media\/?parent=13580"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}