Help and support

Payments and unlocking

I paid by card but the chat is still locked

Card payments go through Gumroad, which emails you a licence key. Open the chat, click Unlock, choose Already paid? Enter your key or link, and paste the key exactly as it appears in the email. Check your spam folder if you cannot find it.

I paid with mobile money and lost my unlock link

After a Pesapal payment, ChatXport shows your unlock link on screen; it is not sent by email. If you lost it, email hello@chatxport.com with your order ID. It starts with CXPORT_ and appears on your Pesapal receipt. We will check the payment and send you a new link.

The page did not load after I paid

If ChatXport cannot load after checkout, it shows your unlock link and order ID instead of an empty page. Save the link, then open it again or reload. If you only see a blank page, copy the full address from your browser's address bar (it contains your unlock link) and email it to us with your order ID.

Unlocking on another browser or device

The unlock is saved in the browser you paid in. To unlock somewhere else, open your unlock link there, or paste your Gumroad licence key under Already paid?.

My payment is still processing

Mobile money can take a moment to confirm. Once it completes, email us your order ID and we will send your unlock link.

Common fixes

I can't open my WhatsApp file

• Make sure you exported it with WhatsApp's own Export chat option.
• Open the .zip (with media) or the .txt (without media) as WhatsApp produced it. Do not rename or edit the files.
• Backups from Google Drive or iCloud are not exports and cannot be opened.
• If it still fails, export the chat again from WhatsApp.

Photos or documents are not showing

• Export the chat again and choose Include media (Android) or Attach Media (iPhone).
• Open the .zip itself rather than the .txt inside it, so the media comes along.
• Do not move or rename files inside the export.

It is slow or freezing

• Very large chats (40,000 or more messages) take longer to load.
• Close other tabs or applications to free up memory.
• Reload the page and try again, or export a shorter date range from WhatsApp.

PDF or Excel export is not working

• In the browser, export is part of the full unlock; chats of 300 messages or fewer can be exported for free.
• Allow downloads from ChatXport if your browser asks.
• Try exporting a smaller set by filtering by date first.

Desktop licence or activation problems

• Check your email, including spam, for the licence key from Gumroad.
• Copy the key exactly, with no extra spaces.
• Restart the app and try again, then contact us with your order number if it is still stuck.

Installing the desktop app and seeing "Windows protected your PC"? That is expected; see installing on Windows.

Exporting a chat from WhatsApp

Android

1. Open the chat you want to export.
2. Tap the menu (three dots) in the top right.
3. Tap More, then Export chat.
4. Choose Include media when prompted.
5. Save or share the .zip file to the device where you will open it.

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 it to your computer.

For a walkthrough with screenshots, read how to read a WhatsApp export from your iPhone on a computer.

Still need help?

Email hello@chatxport.com. We typically reply within one business day. To help us fix it quickly, please include:

• Whether you are using ChatXport in the browser or the Windows desktop app
• Your browser, or your Windows version
• What happened, and the steps that led to it
• A screenshot if you can
• Your order ID (CXPORT_...) or Gumroad order number for anything about payment

We never need your chat file to help, and we will never ask you to send it.