You’ve scrolled through the PDF and you can’t find messages that you KNEW were sent in that date range.

Don't worry - this usually has a simple fix. Here are the most common causes:

You exported the wrong platform The conversation happened on WhatsApp, but you only exported SMS (or vice versa). → Re-export and select the correct platform where the conversation actually took place.

The contact is saved under different names You might have the same person saved as "John Smith" in one place and "John" in another, or different names for the same phone number. → Check if the contact appears under a different name in your phone and re-export including all variations.

The conversation is in a different group chat You exported one group chat, but the messages you're looking for were sent in a different group. → Check which group chats the person is part of and export each one separately.

iMessage switched between phone and email (iPhone users only) The other person's iMessages may have switched between their phone number and email address. → When selecting contacts, choose both the phone number AND the email address for that person.

Still can't find them? Contact us via live chat and tell us some details of what’s happened, and we'll help you troubleshoot.