{"article":{"id":10075160307482,"url":"https://owssupport.zendesk.com/api/v2/help_center/en-us/articles/10075160307482.json","html_url":"https://support.signal.org/hc/en-us/articles/10075160307482-Troubleshooting-Device-Transfers","author_id":5861521618074,"comments_disabled":true,"draft":false,"promoted":true,"position":1,"vote_sum":0,"vote_count":0,"section_id":360001602812,"created_at":"2025-12-18T02:15:09Z","updated_at":"2026-06-01T19:38:49Z","name":"Troubleshooting Device Transfers","title":"Troubleshooting Device Transfers","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2025-12-19T01:05:03Z","user_segment_id":null,"permission_group_id":1709612,"content_tag_ids":[],"label_names":[],"body":"<p>Signal Direct Device Transfer moves your message history <strong>directly from one phone to another</strong> without using <a href=\"https://support.signal.org/hc/articles/9708267671322\">Signal Secure Backups</a>. Both devices must be available. </p><ul>\n<li class=\"ck-list-marker-bold\" data-list-item-id=\"e8a5da1434becf7a114d994aea60d7b49\"><strong>Start here (All platforms)</strong></li>\n<li class=\"ck-list-marker-bold\" data-list-item-id=\"eff9a6752f059dad316ab16b7c5150e8c\"><strong>Common limitations</strong></li>\n</ul><hr><h4 id=\"h_01KCT222EXX4FZRTGWYWN3YDBZ\"><strong>Start here (All platforms)</strong></h4><p><strong>1. Confirm both devices are available and unlocked</strong></p><ul>\n<li data-list-item-id=\"eb8efc2fe980a70bee799d6766dd47ad7\">You must have <strong>both the old and new phone</strong>.</li>\n<li data-list-item-id=\"ed3ec0af1963c919305e7252ad03806d5\">If the old phone is lost, damaged, or reset, Direct Transfer will not work.</li>\n</ul><hr><p><strong>2. Verify platform compatibility</strong></p><ul>\n<li data-list-item-id=\"ec4b36fd7f79131b8544f6013e8893b3c\">Direct Device Transfer works only between: <ul>\n<li data-list-item-id=\"e6c772d17a466db0b925c4da75c9c823e\">\n<strong>Android to Android</strong>.</li>\n<li data-list-item-id=\"e36cac07a18c5ef00ea79f8206c274ba6\">\n<strong>iPhone to iPhone</strong>.</li>\n</ul>\n</li>\n<li data-list-item-id=\"edaf899e1be1c900db60aadc7f2132bf6\">Cross-platform transfers (Android to iOS or iOS to Android) are not supported.</li>\n</ul><hr><p><strong>3. Update Signal on both devices</strong></p><ul>\n<li data-list-item-id=\"e9827d7ec122bba392b93f131617722cb\">Make sure Signal is updated to the <strong>latest version</strong> on both phones.</li>\n<li data-list-item-id=\"e0baf1cc1049d8507408f1338601f71cf\">Older versions may not support transfer or may fail mid-process.</li>\n</ul><hr><p><strong>4. Start the transfer during setup on the new phone</strong></p><ul>\n<li data-list-item-id=\"e21cb8c8e35003ce9ca5f37d65bdc94c6\">Direct Transfer is available <strong>only during initial setup.</strong>\n</li>\n<li data-list-item-id=\"e42fee80ab2ec6a22ccec21bdf8582889\">If setup was completed already:<ol>\n<li data-list-item-id=\"e2002ce8ac7b85a77bf9d492c52f88f8f\">Uninstall Signal on the new phone.</li>\n<li data-list-item-id=\"eff4e5ade7111bfc6ab3519e083730e21\">\n<a href=\"https://support.signal.org/hc/articles/360008216551\">Reinstall</a> Signal.</li>\n<li data-list-item-id=\"e807d1f94f50ba30604b868ab968406ba\">Start the transfer when prompted.</li>\n</ol>\n</li>\n</ul><hr><p><strong>5. Keep both devices close and connected</strong></p><ul>\n<li data-list-item-id=\"e5a712858357d3b5f394d3174f154a76b\">Keep phones: <ul>\n<li data-list-item-id=\"e16a7072a26e56a82969fd3fc5bd1fed0\">Near each other.</li>\n<li data-list-item-id=\"e3bf15e5722dbce0254eb5918bba4734b\">Awake and unlocked.</li>\n</ul>\n</li>\n<li data-list-item-id=\"e35035112f81d2dfc119d6b4124a2af40\">Avoid switching apps or locking either device during transfer.</li>\n</ul><hr><p><strong>6. Use a stable connection</strong></p><ul>\n<li data-list-item-id=\"e0c4babde72f86e9cd107d1cffdfbdc2c\">Transfers may use: <ul>\n<li data-list-item-id=\"e2b52aa7553a0701b96da9d03df550d84\">Wi-Fi.</li>\n<li data-list-item-id=\"e101f86c2339a1d274ef8c99f44f21a42\">Local device-to-device connections.</li>\n</ul>\n</li>\n<li data-list-item-id=\"eb73a3028fa5412a977ff107990c70151\">Avoid weak networks or VPNs during transfer.</li>\n<li data-list-item-id=\"e7e25bccbca9ccb1ccf2e758670242fec\">Charge the battery so it is not in Low Power Mode.</li>\n</ul><hr><p><strong>7. Understand how data is handled</strong></p><ul>\n<li data-list-item-id=\"eb2c8c560730669b9546e26953dea1475\">Direct Transfer <strong>moves</strong> your message history. </li>\n<li data-list-item-id=\"ed7518a09abe0c8556893f5b7fe4dfe44\">Once complete:<ul>\n<li data-list-item-id=\"ea076aa12560a82c3846d61737917a2b1\">History is removed from the old phone.</li>\n<li data-list-item-id=\"e5ffeaf16814ac1c4fb25507e394de269\">A backup is <strong>not</strong> created .</li>\n</ul>\n</li>\n</ul><hr><p><strong>8. Secure Backups are optional but recommended</strong></p><ul>\n<li data-list-item-id=\"e44b33fe01f23e7c01239aab9d7c9b76d\">Direct Transfer does not create a backup.</li>\n<li data-list-item-id=\"ea073196d1f44050b8bcba2d38e5df341\">If you want a backup retained after transfer:<ul><li data-list-item-id=\"ef3cd4dc5b4e6157053e809e790136a11\">Enable <strong>Secure Backups</strong> before or after transferring.</li></ul>\n</li>\n</ul><hr><h4 id=\"h_01KCT24HB2R3R0Z7BP0AAMMZ10\"><strong>Common limitations</strong></h4><p><strong>9. No recovery after failure</strong></p><ul>\n<li data-list-item-id=\"edb72fb70756599f2903d643057d2ed9c\">If transfer is interrupted and not completed, chat history may not be recoverable.</li>\n<li data-list-item-id=\"ecab38c4f56f3c35061ec22703390b6fa\">Consider enabling Secure Backups beforehand as a fallback.</li>\n</ul><hr><p><strong>10. Linked devices cannot transfer history</strong></p><ul><li data-list-item-id=\"ec5c4550d0abaee96ee073ecd19a7f570\">Linked devices cannot restore message history to your phone, iPad, or other desktop.</li></ul><p> </p>"}}