There’s nothing worse than a broken streak on Snapchat. When one person just forgets to send a snap, there is at least an explanation. But sometimes a streak can just disappear without explanation. Luckily, it doesn’t mean that streak has to be gone forever.

First, a quick explanation of how Snapchat streaks work. Streaks are started when two users send photos or videos to one another on consecutive days. The more days in a row the send photos or videos back and forth, the longer the streak goes.

A Snapchat streak can be identified with a number that appears next to a fire emoji by the user’s name—a small symbol that is liable to drive people absolutely nuts when it vanishes for no good reason.

There are a lot of reasons a streak can end. Failing to send a photo or video message to the other streak member within 24 hours is the most common, but even that can be the result of technical difficulties such a one person’s phone being broken or unable to connect to the internet.

There is also the occasional technical bug that can cause a streak to up and vanish even if the users met the requirements to keep the streak alive.

When this sort of tragedy strikes, there is a way to get the streak back without starting over from zero or berating Snapchat’s support team on Twitter demanding that they return the streak to its former glory.

How To Recover A Snapchat Streak

To recover the Snapchat streak, visit Snapchat’s website and click on “Support” under the “Community” heading at the bottom of the page. From the Support page, click the “Contact Us” button and a panel will appear.

The panel is set up to make sure users are connected with the right people to help fix their particular problem. There is an option that reads “My Snapstreaks have disappeared.” Select this option and the site will present some information about streaks.

Below that panel, there is a selection that asks “Still need help?” Click on the “Yes” button next to it and a set of forms will appear. These ask some questions that will help Snapchat address the problem, including the username of the other person involved in the streak and how long the streak was.

There is a box that allows the user submitting the support ticket to further explain the situation. A number of users have reported using the box to say they were experiencing “connectivity issues” with the app—that while the device itself was connected to Wi-Fi or a mobile network, the Snapchat app couldn’t connect and resulted in the streak ending.

Snapchat will review the case and determine if it can restore the streak. If it can (no guarantees!), the streak will be restored and the number of days it has been going will reappear next to the other user’s name in the app.