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Answered

New device won’t load old data.

  • July 6, 2024
  • 2 replies
  • 52 views

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Can somebody please point me in the right direction. I’ve been using the app for a couple years and the old phone died. I’ve loaded the app on the new phone, had to change a password for the account because I had forgotten the old. No saved data is showing it looks like a new account and restore purchase button comes up with an error message. I have entered multiple requests for assistance and received no reply. My subscription is still active.

can anyone suggest a possible solution to this? It would be much appreciated cheers

Best answer by Scout

Hey @Podgey

Thanks for your post and sorry for the trouble. What you're describing is often caused by having duplicate Strava accounts.

I took a look at your support ticket with Hans, #2956739 and they provided steps to log into the account that has your data. If you need further assistance, please respond to that email or submit a new help ticket and our team will work with you to ensure you have access to your activity data. 

2 replies

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  • Author
  • Hub Rookie
  • July 12, 2024

Not getting any help here and after initial reply from Hans @ customer service nothing since. Once my yearly subscription runs out will not be renewing. Shame about losing that data. 


Scout
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  • Strava Alumni
  • Answer
  • August 5, 2024

Hey @Podgey

Thanks for your post and sorry for the trouble. What you're describing is often caused by having duplicate Strava accounts.

I took a look at your support ticket with Hans, #2956739 and they provided steps to log into the account that has your data. If you need further assistance, please respond to that email or submit a new help ticket and our team will work with you to ensure you have access to your activity data.