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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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).

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.

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 know how precious those messages are to you. Did you have your text messages backed up? 

 

EllisandraC_VZW

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Colton3
Newbie

I had this same problem this morning, i woke up with absolutely no messages. I've looked all over and havent found anything that would help me get them back, They all say to use the restore online option on the app, but the restore option only says restore from sd. Please if i could get some help that would be appreciated.

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vzw_customer_support
Customer Service Rep

I'm truly sorry to hear your messages were deleted Colton3. I know that is frustrating but we are here to help. Did you have any devices changes recently or software updates? Did you install in new messaging apps to your phone last night? We want to know if there was a reason the messages deleted. 

 

KinquanaH_VZW

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VerizonCustomer15
Enthusiast - Level 1

It's quite obvious these so called "community managers" don't have a clue on what to do.  You present them with a problem, and in turn, they answer your problem with a question instead of offering  a solution. They're gonna ask you questions on end instead of just simply saying they don't know what's going on and they don't have a solution. This is terrible because I too do not have the option to restore messages from online on my Samsung Galaxy note 8,  And I just switched to on your phone , so all my past conversations are gone,  so there's that. 

Smithjr
Newbie

I have the same problem with my wife's Motorol z3. It occurs only in Msg+ with MMS Groups. You type something to the Group, turn the phone off, turn the phone back on... and the text you just typed disappears. If you leave the phone on, the text isn't deleted. I spent a long time with Verizon Support... got escalated Tier 3 support and they couldn't find a solution. This isn't a problem isolated to me, lots and lots of people are having it and apparently Verizon has no clue.

 

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vzw_customer_support
Customer Service Rep

We ask questions so that we can find out exactly what is going on so that we can resolve the issue. This is all part of troubleshooting. If you prefer to contact Verizon Wireless directly for assistance, you may do so.

 

https://www.verizonwireless.com/support/contact-us/

 

Unless you had the messages backed up, the messages cannot be restored. I am sorry about that, of course this is not the answer you would want to hear, and we wish we had better news for you.

 

 

RosanneM_VZW

 

 

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Wired4Fun
Enthusiast - Level 2
  • These Verizon reps CLAIM to ask questions to better understand the problem, which clearly indicates they are not actually READING the incredibly descriptive explanations of the problem in the initial requests from the consumers of the product.

 

I get it, you don't know what happened, but rather than throwing darts and having your customers jump thru hoops based upon a hunch you might have (restart your phone, etc), why don't you just elevate these questions and concerns to the appropriate department so that the people responsible for the mistake can be made aware, and therefore implement a legitimate solution??? 

 

When you attempt to offer a suggestion of your own, which you clearly do not understand, you are further exacerbating the problem, because FIRST, you are only managing to further frustrate your paying customers thru your failure to fix the problem, and SECOND, you are completely insulating the Verizon engineers from even KNOWING the problem exists!!

 

The problem is quite clear, and has been perfectly identified on numerous occasions in this thread:

There is NO LONGER an option to Restore Text Messages from ONLINE!!

PLEASE FIX ASAP!! 

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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Wired4Fun
Enthusiast - Level 2

It wasn't even ACKNOWLEDGED... 

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vzw_customer_support
Customer Service Rep

We want to help right here, Wired4Fun. Sorry for the oversight with the other message but can you please catch us up to speed on what exactly is or isn't happening in your case? We want you to get the most from your wireless service and are standing by. ChrisM_VZW

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icee85
Newbie

Is restore from online back yet? Can we call a representative to sync? Very confused.

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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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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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