A Guide to Downloading your Messages
Why do we need your conversations?
The bank and the Financial Ombudsman Service request to see all conversations with the scammers. This is likely the most important piece of evidence that the FOS will need to see as it shows that a third party directed you to send those payment. Please note, they request the full conversation, not just screenshots.
Supplying this evidence gives us the best possible chance of getting a successful outcome for you - If the chats with the scammer cannot be provided, we would need you to outline:
Why they cannot be provided and what steps you have taken to locate them
Any evidence showing this e.g screenshots of error messages or screenshots showing you are blocked from the chat with the scammer
Below you will be able to find information on how to export whole conversations to send to us to keep on file.
How should I send my evidence to you?
We have likely sent you an email specific to your case that explains exactly what we need from you, and contains a link to a form where you can submit your evidence. If you are not able to find this, you can submit your evidence using this general evidence gathering form or email them across to enquiries@refundee.com
WhatsApp Messages
If you have access to your messages
How to download your chats (iPhone/ Apple)
Official Guide here
Open the chat
Tap your contact’s name or group name, scroll down > Export chat.
If the chat contains media, choose Attach Media
Choose your desired method (Mail or Save to Files will be easiest to send to us) to export chat history.
You then either upload to the link provided by your Fraud Specialist or email enquiries@refundee.com
How to download your chats (Android)
Official Guide here
Open the chat.
Click on More Options. You can find More options by going to your Chats tab and tapping the three vertical dots in the top right corner of the screen.
Next, click on ‘More’ then Export chat.
Tap Include media.
Choose your desired method (Mail or Save to Files will be easiest to send to us) to export chat history.
You then either upload to the link provided by your Fraud Specialist or email enquiries@refundee.com
To restore your chat history, including your group chats, first make sure you have an existing iCloud/ Google backup. Learn how to create one here.
Note: After 120 days of inactivity, your account will be deleted. Should this happen, you will be asked to register as a new user and will not have the option to restore backup. However, if you have an iCloud/ Google backup, you can restore your chat history by reinstalling WhatsApp.
To restore your chat history (iPhone/ Apple):
Official Guide here
Uninstall and reinstall WhatsApp.
Verify your phone number and Apple ID.
Tap Restore Chat History.
Then see above guide on how to export chat history once restored
To restore your chat history (Android):
Official Guide here
Uninstall and reinstallWhatsApp.
Tap Restore when prompted.
Tap Skip to reinstall without restoring your backup.
Then see above guide on how to export chat history once restored
For additional security, you may be prompted to verify your identity to restore your chats. You can do this by receiving a code by text or a call if you haven’t enabled two-step verification or end-to-end encrypted backups. Learn how to turn on two-step verification here and enable end-to-end encrypted backups here.
You also restore your chat history by transferring chats from your old device. Learn how to transfer your chat history here.
If your messages have been deleted/ lost
Telegram Messages
How to Download Your Chats
Download Telegram Desktop
(Available for Windows, Mac, and Linux from Telegram’s official website)
Log in to your account
Click the menu icon (top left)
Select Settings
Click Advanced
Choose Export Telegram Data
Select what you want to export:
Private chats
Group chats
Channels
Choose HTML or JSON format
Click Export
Telegram will generate a downloadable folder containing your messages - Please send this to your Fraud Specialist.
Please note, Telegram does not offer any official guidance for recovery of lost/ deleted messages. If the Telegram chats have been deleted, please let your Fraud Specialist know as soon as possible and if you have any screenshots, please forward those to us.
Discord Messages
Download Your Full Discord Data
Official Guide here
This is the most reliable method and is recommended.
Steps:
Open Discord
Click the User Settings icon (bottom left, near your username)
Select Data & Privacy
Scroll to Request Data
Click Request All Data
Confirm your request
Discord will email you when your data is ready (usually within 24–30 days).
You’ll receive a downloadable ZIP file containing:
Messages
Server information
Account activity
Timestamps and IDs
You will then be able to send us the chat transcripts of the relevant messages relating to the scam.
Important: As the request takes a while, please send a screenshot of your request to your Fraud Specialist so that we can forward this to the Financial Ombudsman Service as evidence that your messages have been requested.
Instagram Messages
Download Your Instagram Messages
Open Instagram and go to your profile by clicking your profile at the bottom right
Click the three lines in the top right hand side to access account information
Click Accounts Centre
Click on ‘Your information and permissions’
Tap ‘Export your information’
Click ‘Create export’
Select your Instagram profile
Export to Device
Under Customise information’ It will likely auto tick all types of data, you can select ‘Clear all’ and then just tick ‘Messages’
Under Date Range, make sure the correct dates are selected
Click Start Export
You will be prompted to re-enter your password
You should receive an email notification once the export is ready
Tap 'Download to device' to save the zipped file to your phone, or 'Transfer to destination' to download to your Google Drive or device
When you click on the download in the app, you’ll have to add in your password. You can then download a zipped file containing your messages directly to your device.
When you have this on your device please send it over to your Fraud Specialist.
Facebook Messages
Download Your Facebook Messages
Open the Facebook Messenger App on your mobile device
Tap the three lines for menu (this will either be at the top left or bottom right of the screen depending on your version)
Click Settings (gear icon) or Settings and Privacy > Settings
Select ’See more in Accounts Center’
Tap ‘Your information and permissions.’
Tap ‘Export your information’. This is the second option on the menu.
You will likely be prompted to login to Facebook
Select ‘Create Export’
Select your Facebook Profile
Tap ‘Export to Device’
Under Customise information’ It will likely auto tick all types of data, you can select ‘Clear all’ and then just tick ‘messages’
Under Date Range, make sure the correct dates are selected
Click Start Export
You will be prompted to re-enter your password
You should receive an email notification once the export is ready
Tap 'Download to device' to save the zipped file to your phone, or 'Transfer to destination' to download to your Google Drive or device
When you click on the download in the app, you’ll have to add in your password. You can then download a zipped file containing your messages directly to your device.
When you have this on your device please send it over to your Fraud Specialist.
Tiktok Messages
Official Guide here
To request your TikTok messages:
1. In the TikTok app, tap Profile at the bottom.
2. Tap the Menu ☰ button at the top right, then tap Settings and privacy.
3. Tap Account.
4. Tap Download your data.
5. Tick Direct Messages
6. Tap Request data.
Take a screenshot of the ‘Download data’ Request and send this to your Fraud Specialist. It can take up to 4 days to generate.
Once available, you can then download the data:
1. In the TikTok app, tap Profile at the bottom.
2. Tap the Menu ☰ button at the top, then tap Settings and privacy.
3. Tap Account.
4. Tap Download your data.
5. Tap Download data to see the status of your request, and tap Download if it's ready.
Please then send this to your Fraud Specialist