Cant Restore from backup after i got an replacement phone

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Hi,

I have got a new phone from my provider and when I try and restore my contacts etc, it wont find the backup

I have looked online and it has made a new entry and I have no way to access the files needed. ( Please See attached file )

Please Can anyone help?

I have also logged an support ticket but have not had a response yet ( ID 213010 ) I normally hear back within a day so I don't know what is going on.

Thanks

Kane

[Eddy]

Perhaps this helps : https://blog.avast.com/2014/09/18/how-to-make-a-backup-with-avast-mobile-backup-restore/

As for the ticket, it can be the support team is busy.
avast is trying to handle them within 10 business days.

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Hi Eddy,

Thanks for the link but iv tried that before.

it could be the fact its the same model of phone that its getting confused with

Thanks for you help with it I will keep an eye out.

Would it not be worth putting something on the support page saying it could be taking longer?

thanks

Kane

[Eddy]

avast has already changed the text in the confirmation email that you get after submitting a ticket.
It used to say something like "We'll get back to you within 24 hours".
It took us about a year suggesting to change the text though

it could be the fact its the same model of phone that its getting confused with

Correct me if I'm wrong. But the old phone was replaced with the new one as I understand it.
Just something you could try.
Login to Google drive and check if the backup really is there.
If it is, deleted the old phone as well as the new one from your account.
Wait e.g. 30 minutes so all changes can take effect.
Connect the new one to your account.
Try to restore again.

I'm not saying this will work, but it is worth to try in my opinion.

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Thanks for that Eddy I will give that a try when I have a free moment.

would you know about the connection problems?

as every time I try and do something i'm constantly getting the attached pop up or is there a slightly bigger problem going on?

Kane

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Also iv seen posts around the forum that the backup app is no longer supported.

would you know why? it was last updated on the play store in 2015

kane