LIBRARIES ARE GONE!! Urgent help needed.

[Elizabeth Dixon]

Help!!  My sibling has purchased a new phone.  An Android S25 she used the smart switch feature to transfer data from her old phone to the new phone and now all her libraries are gone when she logs into Memento on her new phone.

I advised her to go to the cloud and download but none of her libraries that should be in the cloud are in the cloud.  Which makes no sense to me.

We tried a restore from Auto backup but again no libraries available as the current restore point is from the new phone.

Unfortunately she already did a factory reset on her old phone that has to be returned today.

Wondering why her backup files from the old phone were not transferred over to the new phone, and if they were, where are they?

Beth

[David Gilmore]

I she absolutely sure that she is using the same Memento credentials (User id, password) as she used on her old phone? Same question if she is using "Log on using Google/Windows/whatever".

[Elizabeth Dixon]

I did get her to confirm the user id and she has 2 accounts.   She checked both cloud storages and her libraries are not there.  I have recommended that she boot up her laptop and log into Memento there and check. 

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[Er Mo]

Hallo Beth

Ist Kim von iOS auf Android gewechselt .Habt ihr Memento am Android handy Neu installirt oder wars beim Wechsel schon Da . Versuche Memento neu zu Installieren und dan Anzumelden .

Hi Beth
Did Kim switch from iOS to Android? Did you reinstall Memento on your Android phone, or was it already there when you switched? Try reinstalling Memento and then logging in.

Ernst