You work hard for your Snap streaks with friends so finding out one day that the streak you kept up for days, weeks, months or maybe even years has disappeared can be rough. But you’re not alone, users open the app to find that a streak has disappeared quicker than a Snap to a friend all the time.

This sometimes happens to users who keep up with their streaks regularly and make sure not to miss a day. Some users even go as far as asking friends to log into their accounts to keep their streaks going when they know they’ll be unavailable to do it within the allotted time frame.

What is a Snapstreak?

A Snapstreak is earned by users who Snap one another consistently for a day or more in a row. Each Snapchat users has to send at least one Snap to the other within the set 24 hour period to keep the streak going. The number of days the streak has been going appears next to a little flame icon along the right side of the screen near the user’s name. When that streak is about to end, a little hourglass will appear as well warning users. Sending another Snap will keep the streak alive.

How to get Snapstreak back:

Snapchat users who lose their streaks resort to contacting Snapchat Support through the company’s support Twitter account.

Some users say they never got the warning hourglass icon or that they did actually keep the streak going but it disappeared anyway. The record for the longest Snapstreak is 871 consecutive days, Tech Junkie reported at the end of August.

Some people have tweeted about losing streaks that were almost as long.

If you lose a streak like this, Snapchat recommends that you contact them through their website. Upon selecting, “My Snapstreaks disappeared” some further information appears. First there’s a description of Snapstreaks and how to keep them, “Sorry to hear you're having issues with Snapstreaks _  In order to keep a Snapstreak going, you and your friend must both Snap (not Chat) each other at least every 24 hours.” It also notes that if your streak ends, you can start a new one just by Snapping a friend.

There are a few things that don’t count toward a Snapstreak. Those are Snaps sent from Memories in the app, from Spectacles connected with the app or Snaps sent in a group. The only Snaps that count toward a streak are photos or videos taken with your device and sent directly to the person you have a streak with.

On this page there is also a place to submit an actual report to Snapchat regarding the lost streak.