Check the account, storage and method.
- 01
Same account
Verify you used the same account.
What this tells youBoth devices are being compared under the same account.
If the account differs, fix that mismatch before treating the empty history as deletion.
- 02
Existing storage
Check whether secure storage was enabled before the device change.
What this tells youYou are investigating a copy that may actually exist.
Look at the prior setup or an accessible device. Do not assume storage was enabled just because login succeeded.
- 03
Restore
Use your existing official recovery method if offered.
What this tells youRestoration is tied to your existing available method.
Check what becomes readable after the official flow. Preserve the old device until you understand the remaining gaps.
Make an inventory of the copies you have.
| What remains | What to check | What not to infer |
|---|---|---|
| Old phone shows history | Keep it available and inspect the account’s storage setup. | That an empty new phone means all copies are deleted. |
| Storage and method are available | Use the offered restoration route for the same account. | That login alone has completed restoration. |
| Only recent messages appear | Compare which conversations and dates are readable. | That older history is necessarily still saved remotely. |
| No known copy or method | Review official help before changing storage. | That a fresh PIN can reconstruct unavailable history. |
Compare the history, not just the login.
Recent messages and older history may appear differently during a device transition.
Before erasing the old phone.
Compare what is actually readable
Check that you are comparing the same account on both devices.
Inspect the history you need, not only a new message or an inbox list.
Keep the old device if it is the only known readable copy while you assess recovery options.
A PIN prompt is the remaining obstacle? Review existing recovery alternatives →
Keep this boundary.
Do not erase the old device until you understand what has been restored.
A missing conversation and a missing recovery method need different checks. Do not wipe a working copy to troubleshoot an empty screen.
References and current instructions
Go to the source.
Device labels and feature availability can change; use the current official page before taking action.
Explains protection in transit and recovering personal encrypted history.
Explains how your existing secure-storage PIN is used on a new device.
Explains the permanent-loss consequence of deleting secure storage.