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Data Recovery: Account, Messages, and Files

Unfortunately, we cannot provide recovery services when your data is lost due to:

  • Account reset
  • Accidental deletion
  • Device loss

This is because your data may have been permanently cleared by the system, or is inaccessible due to the loss of device-specific decryption keys.

However, you still have the following remedial options

  • If you have a backup: If you have previously created a manual backup, you can restore your data using the backup file and password. See Backup and Restore for details.
  • If you don't have a backup: Since messages are only stored on user devices, we cannot recover lost chat history for you. However, you can still contact your contacts and have them sync their chat history with you:
    1. Ask other chat participants to visit your profile page
    2. Click the "Sync Chat History" option in the profile menu
    3. Wait for synchronization to complete

Note: Private data such as "Notes" cannot be recovered through this method.

Since files are only stored in the cloud for 10 days, you may still be unable to download older files even after syncing chat history. In this case, you can only ask the sender to resend the file.

To prevent similar situations from occurring again, we strongly recommend:

  • Properly safeguard your active devices
  • Enable automatic backup