New device won’t load old data.

[Podgey]

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

[Scout · Accepted solution]

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. 

[Podgey]

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.