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New device won’t load old data.

Podgey
Mt. Kenya

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

1 ACCEPTED SOLUTION

Scout
Moderator Moderator
Moderator

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. 


Cheers,
Scout (she/her)
STRAVA | Community Hub Team

View solution in original post

2 REPLIES 2

Scout
Moderator Moderator
Moderator

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. 


Cheers,
Scout (she/her)
STRAVA | Community Hub Team

Podgey
Mt. Kenya

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.