Choose the route that fits your screen.
I cannot enter the account
Account identity or sign-in credentials are the immediate problem.
Review account password recovery →I can enter, but chats are missing
Use the account and history checks before making another login change.
Check missing history →I see evidence of account takeover
Treat unexpected account changes as a security incident.
Follow owner recovery →Find the point where access stops.
- 01
Account identity
Confirm the account shown in the login screen.
What this tells youYou are troubleshooting the intended account.
A different account can show different conversations. Compare the account shown before trying to restore history.
- 02
Login
Use official account recovery if the credentials fail.
What this tells youThe account-access issue has an official next step.
Read the actual error. Do not cycle through guesses or hand credentials to a third-party service.
- 03
Chat history
If login works but old chats are missing, use the history guide.
What this tells youYou have moved from login to history restoration.
A storage prompt after a successful login belongs to a different layer. Keep the device that still shows the history.
Match the screen to the next check.
| Your screen | Check next | Useful outcome |
|---|---|---|
| Sign-in fails | Account identity and the exact error. | A relevant account-recovery route. |
| A restriction notice appears | The explanation and options in that notice. | An action tied to the actual restriction. |
| Signed in, older chats missing | The account and existing secure storage. | A history-restoration decision. |
| A storage PIN prompt appears | The recovery methods offered for your account. | A method you set up or control, not another password guess. |
The next screen changes the question.
A successful login followed by a PIN prompt usually calls for a history-restoration decision, not another password reset.
Sign-in succeeds
The account-access question has changed.
PIN prompt appears
Inspect the existing secure-storage recovery options.
Understand the PIN prompt →Keep this boundary.
Avoid repeated attempts without understanding the error.
A working account login and readable encrypted history are separate outcomes. Follow the problem that remains.
References and current instructions
Go to the source.
Device labels and feature availability can change; use the current official page before taking action.
Official account and contact-management topics.
Explains how your existing secure-storage PIN is used on a new device.