Backup Assistant contacts - how to recover after sync deleted Verizon's data

[kayakmak]

Hi, I am wondering how to recover my contacts from Backup Assistant Plus, but my situation is slightly more complicated than a simple recovery of data.  I had to do a factory reset because the new Lollipop upgrade wasn't working right on my Moto g.  Prior to doing so, I synced my contacts via the Backup Assistant (as the Verizon Wireless staff member helping me instructed me to do).  It said it was successful. When the factory reset was complete, the Setup Wizard automatically ran through the Backup Assistant Sync.  It said it was restoring my contacts, but none appeared on my phone, and -- worse--  my 900  contacts have now disappeared.  I can't recovery them through the normal  Backup Assistant recovery process.  Is there a way to access them?  It looks like Verizon's website has transitioned over to Verizon Cloud (I looked and it contains none of my contacts).  I've tried Verizon Customer support and they haven't been able to help; they advised me to reset my phone again (which I did and I still have no contacts). Thanks for any help.

[vzw_customer_support]

I understand the urgency to get your contacts back, kayakmak. Let’s see if we can recover them. When the Backup Assistant said it was restoring your contacts, did it show how many contacts there were? If you log into the application online through a PC, do you see any of the contacts? Using Backup Assistant Plus or Cloud? Do you know if you had contacts backed up anywhere else, (Google, SIM card, etc.)?  

VanessaS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this.

[kayakmak]

Thanks, VanessaS.

There were 932 contacts before the reset. If I go online, I can only see my

contacts through Verizon Cloud and there are only the 8 that come pre-set

with the phone (e.g., #BAL).

Do you have any ideas about how I can access the Backup Assistant online? I

used to be able to access and manage the Backup Assistant contacts online,

but now the page defaults to a plug for the Cloud and super general

articles on how to use Backup Assistant (no contact list). I went to the

website listed on my phone (www.verizon wireless.com/backup assistant). If

there's another way to access it, that would be great.

My Google contacts that were restored but almost all my phone numbers were

backed up via Verizon.

Thanks for your help.

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Backup Assistant contacts - how to recover after sync deleted Verizon's

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[vzw_customer_support]

Thank you so much for clarifying, kayakmak. I’m eager to help retrieve those contacts for you. If you log into My Verizon, you have the option to select, under My Devices, My Cloud Media & Contacts. There, you will see everything that has been backed up. If there aren’t any contacts, other than the 8 preloaded ones, they may be gone. Please try removing the Backup Assistant Plus application from your phone, power the phone off for one minute, then turn back on and try downloading application again. Hopefully it will reload your information/ contacts.

Lastly, is your phone activated on a Prepay or post pay account? If Prepay, you can also reach out to them for more assistance with this at 888-294-6804, and select options 4, 6, 4, for prompt service. (As we only have access to post pay services.)    

VanessaS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this.

[kayakmak]

Thanks, Vanessa.

I looked online under the Cloud contacts and only the 8 pre-loaded contacts

are listed.

And unfortunately, my phone won't let me uninstall or disable Backup

Assistant (the disable button is grayed out through the Settings/Apps

screen, and the Contacts/Accounts screen only allows me to add an account,

not delete one). I searched through the Play Store as well, and it doesn't

even locate Backup Assistant on my phone (even though it's listed under

Apps and Contacts). If you have any other ideas for how to disable it,

please let me know.

What do you think happened? I and the Verizon rep saw that Backup

Assistant recognized 932 contacts on the last sync before we did the

factory reset. Did my Backup Assistant contacts not get moved over to the

Verizon Cloud and now Backup Assistant isn't working? Is there some problem

accessing Bakcup Assistant now that I have Lollipop? Or if the Setup Wizard

initial sync was responsible for wiping all my contacts (possibly by

syncing the wrong direction?), then you might want to let your tech support

folks know since any factory reset is likely to erase other people's

contact as well.

​I have a prepay phone. I can try calling PrePay CS again. It seems like

I need to talk to someone who can access the Backup Assistant data (as

opposed to the Cloud). Any other ideas welcome.

Thanks.

On Mon, Nov 30, 2015 at 8:56 AM, Verizon Wireless Customer Support <

[Jakeman1]

Do 2 things here.

1) go back onto a computer and go to Cloud. Look in the Trashcan for your contacts.  If they are there move them all back to Active contacts and they will sync

2) if they are not there go online to your google (gmail) account and see if they are there. if they are then initialize the Google sync and they will restore.

After you find them and I am leaning to say they are in the Cloud Trashcan, then change them all over to google contacts and let Google back your contacts up.  You can also back up pics and anything else to google as well.  Much more reliable and easier to use.

[kayakmak]

Jakeman1, you are brilliant. There they were in my trashcan! Thank you so

much. I'll be using google contacts from here on out. THANK YOU THANK YOU.​

On Mon, Nov 30, 2015 at 8:51 PM, Jakeman1 <forums@verizonwireless.com>