How to find your support chat history
Viewing past support conversations and attachments in the app
This article shows you where to view your past support conversations and attachments, how much history is available, and how to request older transcripts.
Everything from your recent chats, including any files shared, sits in one place. Here is where to find it and what to do if you need a conversation from further back.
Before you start
You will need to be on iOS or Android app version 7.7.0 or newer to see your support chat history. If you are on an older version, update the app first, then reopen it.
Finding your support conversations
- Open the Sonder app and sign in if you are not already.
- Go to the Get Support tab.
- Find the conversation you want to revisit.
- Open it to read the messages and view any attachments.
Your recent support conversations appear here, so you can pick up where you left off or refer back to advice and files shared during a chat.
Where to find past safety conversations
Past safety cases are kept separately from your general support chats. You will find them in your profile, under Support Chats, rather than on the Get Support tab.
How far back your history goes
The app shows the last 30 days of your support chat history. This is a deliberate security and privacy decision. Limiting how long conversations stay visible protects your privacy and keeps personal and potentially sensitive information from staying accessible online indefinitely.
If you need a transcript of a conversation from more than 30 days ago, contact us at hello@sonder.io and we will help you retrieve it.
Troubleshooting
Problem: I cannot see my support chat history in the app.
Possible cause: Your app may be running an older version.
Solution: Update the Sonder app to version 7.7.0 or newer, then reopen it. Your support chat history will appear on the Get Support tab.
Problem: I cannot find a conversation from more than 30 days ago.
Possible cause: The app shows only the last 30 days of chat history by design. Solution: Email hello@sonder.io to request a transcript from beyond the 30-day window.
Problem: I cannot find a past safety conversation on the Get Support tab.
Possible cause: Safety cases are stored separately from general support chats. Solution: Check your profile, under Support Chats.
Frequently asked questions
Why can I only see the last 30 days of my support chats?
This is a deliberate security and privacy choice that limits how long your conversations stay visible in the app. For anything older, email hello@sonder.io.
How do I get a transcript from more than 30 days ago?
Contact us at hello@sonder.io and we will help you retrieve it.
Where do I find my past safety conversations?
In your profile, under Support Chats, rather than on the Get Support tab.
Can I see attachments from my past conversations?
Yes. Open a conversation on the Get Support tab to view the messages and any attachments shared during the chat.
Do I need to turn support chat history on?
No. Once your app is on version 7.7.0 or newer, your recent support conversations are available on the Get Support tab.
That covers how to find, view, and request your support chat history. If you need a conversation the app does not show, hello@sonder.io is the fastest way to reach us.