Restore Converstions in Verizon Mesages/Message+
saenc21000
Enthusiast - Level 2

I woke up the other morning and all of my Verizon Mesage+ conversations were completely gone.  I tried restoring them (Message+, Menu, Settings, Account, Restore Messages), but the only option that gives me is 'restore from SD card' and clicking on that just gives me a blank screen. When I go in my Verizon Cloud, it says I have 16,773 messages backed up, but I can't seem to access any of them. When I tap 'view messages', it just opens my empty Message+ app. I tried looking under 'apps using cloud', thinking maybe Message+ just needed permission to access my cloud to restore messages, and it says I haven't given any apps permission to use my Cloud, but I haven't been able to find a way to give an app permission. I have a Motorola Droid Turbo, first gen. 

I do a lot of texting and would really like to get my messages back. Does anyone know how to do this?

1 Solution
vzw_customer_support
Customer Service Rep

saenc21000, I'm eager to get this resolved. 

 

I'm glad the messages are all in the Message+ online. Please try powering the phone all the way OFF for 2-minutes, and then back ON. Once it is back ON, please go to Settings> Account> Restore> Restore From Account. You mentioned it only shows Restore From SD Card; however, possibly restarting the phone will give you the other options.

 

Please let us know if this works. 

 

VanessaS_VZW

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Ann154
Community Leader
Community Leader

There are other options for backing up your text messages and restoring them available especially if you have an Android phone. There are several SMS Backup applications available in the Play Store and they don't have limitations on how many messages they can backup or restore. 

 

For example, 

https://play.google.com/store/apps/details?id=com.riteshsahu.SMSBackupRestore

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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vzw_customer_support
Customer Service Rep

saenc21000, I'm eager to get this resolved. 

 

I'm glad the messages are all in the Message+ online. Please try powering the phone all the way OFF for 2-minutes, and then back ON. Once it is back ON, please go to Settings> Account> Restore> Restore From Account. You mentioned it only shows Restore From SD Card; however, possibly restarting the phone will give you the other options.

 

Please let us know if this works. 

 

VanessaS_VZW

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saenc21000
Enthusiast - Level 2

It is unclear whether you meant my phone settings or Message + settings, so I tried both. In my phone settings, there isn't anything called 'account.' In Message+ settings, nothing has changed. My only option is still restore from SD card.

Also, I looked at the conversations available online more closely this morning and while all the conversations do appear to be there, some of them are incomplete. Any conversation that has been used since Sunday morning, when everything disappeared, only goes back to Sunday morning. Everything from before that is gone. The text conversations that have not been used still have everything.

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vzw_customer_support
Customer Service Rep

I would also be concerned if all of my text messages were missing from Messages+, saenc21000. I do appreciate all of your efforts to restore your messages, and for sharing the details of your device. I'd like to start by gathering some additional details. What changed with your device before this issue started (updates, new applications, etc.)? What happens when you attempt to view your text messages with the native Motorola text message application? What happens when you attempt to view your text messages online through My Verizon? http://spr.ly/6602Eespq

JosephE_VZW

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saenc21000
Enthusiast - Level 2

Nothing changed with the device. It was working fine at night, I plugged it in to charge before I went to bed and in the morning everything was gone. I checked and no system updates ran during that time.

When I attempt to view the messages with the Motorola message app, I see the same thing as with Message+. All my past conversations are gone.

Everything is still there when I view my texts online. Nothing is missing (as best as I can tell).

vzw_customer_support
Customer Service Rep

Apologies for the confusion, saenc21000. We meant the settings for Messages +. Please open the Message + application then click on the three lines in the top left corner. From that menu select Settings > Account > Restore Messages > Restore from Online. If you don't have an option to restore from online, please tell us what options you have when you click on Account. 

UbaldoJ_VZW

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saenc21000
Enthusiast - Level 2

As I stated in my last response, when I couldn't tell what was meant, I tried both options. In Message+ settings, nothing has changed. My only option is still restore from SD card.

saenc21000
Enthusiast - Level 2

Update: After going through the online texts more thoroughly, all the conversations are there, as best as I can tell, but any conversations that have been used since everything disappeared only go back to that morning.

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vzw_customer_support
Customer Service Rep
saenc21000
Thank you for those details. We want to do all that we can to provide you with the best resolution for this issue and educate you on the Verizon Messaging+ application works. To make sure your messages are synced across your devices, we store the messages you keep on your devices for up to 90 days. Messages older than 90 days will remain on your phone, but won't be synced to the web. Additionally, when you delete a message from one device, we delete it from our servers and also from your other devices. This syncing process may not be instantaneous. You'll be able to send messages from both your phone and connected device, but not all messages will be synced. As a result, you may experience limitations with certain functions, like sent messages, read status and deletions. I hope that this explanation is helpful to you. 
 
You mentioned that you have over 16,000 text messages saved at Verizon Message+. This feature may be full to capacity. We recommend that you delete any unwanted messages online at Verizon Message+ and on your wireless device. This will allow you to access the most important messages that have been saved on our server in the last 90 days. 
 
For more information regarding Verizon Message+, click the link below: 
 

 

 

LasinaJ_VZW

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saenc21000
Enthusiast - Level 2

Thank you for the help so far. Based on this last response, I think we got our wires crossed somewhere, so I'd like to clarify a few things.

1) My original and biggest problem is that when I woke up on Sunday, April 21, all of the text messages were gone from my phone and I have not been able to restore anything. The only option I am given is to restore from SD card, restoring from the cloud is not even listed as an option.

2) I said that I had 16,000+ texts backed up onto the cloud (Verizon Cloud app), not saved to Message+. Is this the same thing? And either way, my biggest problem is not whether texts are still storing - I can figure that out later - but that I cannot access anything that is out there, new or old. It says I have 16,000+ texts backed up, but I cannot see them or restore them onto my phone.

3) Upon request on this thread, I checked whether texts were still available on Message+ online. Texts were, presummably 90 days worth, unless I had used that text chain since I woke up Sunday morning. If I had used that text chain, then only texts from Sunday morning onward showed up online. As some of the missing texts are from Saturday, that makes them only five days old - far too recent to simply no longer be stored. As more texts from more people have come in over the course of this week, more text chain histories have disappeared from online. Since I don't generally use texts online, this is mainly a concern in that it potentially means all of that information is permanently gone.

Again, thank you for the help so far. I hope someone can help me with this issue soon, before anything more is possibly lost. Since texting is one of my main methods of communicating, both personally and for work, having my entire text history suddenly gone is very upsetting. I've already had to call clients and ask them to resend information. If anyone has any further suggestions, I would be most grateful.

Mel881
Enthusiast - Level 1

Hi, I don't know if your issue was ever resolved but my Verizon messages plus also only gives me the option of restoring from SD card. However, my husband has the option of restore from online or from SD card. He has a different phone than me but its frustrating and I had to just switch to another texting app because it was pretty clear that nobody from Verizon got what you were trying to convey and there were multiple messages exchanged between you and customer support and they still didn't get the details right of your question nor did they answer it correctly. At least up until the threads I had read when writing this message. I found it to be harder trying to explain my problem and get someone to actually comprehend my problem than it was to just do away with the verizon messages plus app all together. I hope your able to restore all of your lost messages. I will tell you that you can download backup and restore apps easily from google play or online and restore your messages easily, for free and fast. Super backup and restore is a good one that I have used many of times and it works well and does what it is supposed to do. Good luck to you. 

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AndyW716
Enthusiast - Level 1

Hello,

Reading through this and getting very discouraged in my current situation. I too woke up today to find that my entire 7-year running conversation with my girlfriend was deleted. All our inside jokes, shared memes and various media, photos of our puppy, vacation plannings, disagreements and resolutions, etc...all gone. This morning my phone performed a system update. Once complete, ALL my messages were gone...but after a phone restart, they all came back EXCEPT for the conversation between myself and my girlfriend. We are both devastated by this, as you can imagine. I have tried all the steps already outlined above in this conversation history. Any other ideas I can try would be greatly appreciated.


vzw_customer_support
Customer Service Rep

We can provide guidance through here. Are you having trouble connecting to your Cellular Data or is it only restoring your data?

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marki86
Enthusiast - Level 2

PLEASE fix the ability to restore messages from something besides from SD card!!!  I am sick over losing some texts by accident.

vzw_customer_support
Customer Service Rep

I know how important your messages are to you. Do you use another backup service for your content?

EllisandraC_VZW

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rstark
Enthusiast - Level 1

I am having the same problem! I got a new Galaxy 8 . Verizon Messenger plus only allows me to restore from SD card and doesn't have the online option!! I see all my messages on the Verizon website so I know they are there. HELP!!!!! 

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vzw_customer_support
Customer Service Rep

rstark, I use text to communicate often, so I know how concerning it can be when you do not have the text history to continue the conversations. We are here to assist. The messages will need to be restored from Verizon Cloud as shown on the following web page https://www.verizon.com/support/knowledge-base-161979/. Does this help? 

DavidC_VZW

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vzw_customer_support
Customer Service Rep

As a valued customer, your account concerns are our concerns too. After reviewing the feedback you've provided here, we'd certainly like to assist you (e.g. Restore conversations in Verizon Messages/Message +). Since we will need account-specific details from you, we’ll need your permission to gain access to your account. Please check your Inbox as we’ve sent a Private Message to you regarding on this topic:

 

http://spr.ly/66071AHFd 

 

- RobertC_VZW

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kvslab
Enthusiast - Level 2

Was your problem "not seeing the restore from online" ever resolved?

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vzw_customer_support
Customer Service Rep

Hello! We are not quite sure we understood what you meant, Is there any way that you can elaborate your question? What do you mean by the not seeing the restore from online issue? DavidR_VZW

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