Mobile Support

Transferring mobile content


It’s official—you’ve gotten new smartphones for your business! Now all you have to do is transfer what’s on your old phones onto your new phones, which isn’t always as easy as it sounds.

We've put together this practical guide to help you through the problems that tend
to pop up during the process. Now let’s get the most out of these phones of yours.

01 - iPhone > iPhone

You can transfer content in one of three ways.

1. Using iTunes

  • Transferring content this way is fast.
  • Data usage is minimal.
  • You can transfer saved passwords, Wi-Fi settings, browser history and Health app data (encrypted backup required).

2. Using iCloud

  • You don’t need a cable or a computer.
  • Transfer anywhere—as long as you’re connected to Wi-Fi.

3. Using Quick Start

  • You can use a recent backup.
  • Transferring via Quick Start can help you avoid certain glitches and challenges that come along with using a computer and iTunes—bugs, freezing, firewall, etc.

Pro tips

  • Make sure the internet connection you’re using is fast and reliable.
  • Configure your new Apple device using the backup of your former iPhone, iPad or iPod Touch.
  • Use Apple brand accessories (cable, charger, etc.).
  • Update iOS on your devices before you transfer content.
  • Set aside 15-90 minutes per device.

Still need help?

Full details on the Apple site.

General problems

Your Apple ID password is incorrect.

If you forgot your Apple ID password or the one you entered is incorrect, go to the Apple site and follow the instructions to reset it.

  • It could take several hours or even several days to reset your Apple ID password.
  • If you transferred content to your mobile and you no longer remember your password, you might not need to enter it right away. That said, you won’t have access to a lot of your apps if you don’t.

The Apple update is very slow to download.

Your internet connection or the security settings on your phone could be hampering download speeds. Solution—get connected to faster internet.

Transferring and backup are taking forever.

We’ve noticed that transfer times can be influenced by several factors.

  • Backup seems quicker on Mac compared to PC.
  • An older computer or lower version of USB cable (USB 2.0, USB 3.0, etc.) may slow things down as well.
  • The amount of data you’re transferring from one phone to another can also have a significant impact on transfer time.

Transferring using iTunes: the most common problems

When restoring from a backup, an error message pops up saying that the backup is corrupt or incompatible.

This problem is caused by the version of iOS your old device is using.

  • Update your old device so it’s running the latest version of iOS via iTunes or directly on your phone in Settings.
  • Back up your phone again and restore it.

An error message pops up at the beginning of the backup.

Errors usually occur when iTunes isn’t connected to the internet.

  • Restart your computer and your iPhone.
  • Make sure you’re using a Wi-Fi connection that’s reliable.
  • Don’t use a Virtual Private Network (VPN).
  • Back up your device again, then restore it.

The password for the encrypted backup is incorrect.

If you encrypted a backup and forgot the password, check out Apple’s website to find out what to do. You’ll be able to make a new backup of your phone when you reset your password.

Backup, restore or update fails every time I try.

Make sure you’re using an Apple brand cable when you back up or update. Cables from other manufacturers might slow things down or even cause bugs during a backup, restore or update.

If you’re already using an Apple cable, restart your devices and try again.

The restore is not working and the device won’t turn off.

The restore might be failing because iOS is being installed on the device.

  • Let the device’s battery drain to zero.
  • Plug the fully uncharged device into an outlet. You’ll be instructed to connect the device to iTunes in order to restore it.

Remember: make sure you’re using Apple accessories to restore with iTunes.

Unknown errors occur during backup.

iPhone updates are one of the main causes of problems during backup or restoring from a backup.

  • Update your devices prior to restoring.
  • Make sure you’re running the latest version of iTunes.

Still running into trouble when transferring with iTunes?

Check out this Apple support page.

Transferring using iCloud or Quick Start:
the most common problems

There’s no backup in iCloud.

When the iCloud Backup setting is turned on in iCloud, a backup is made every night when the device is connected to Wi-Fi. If this option is turned off, backup doesn’t occur.

The last backup happened a long time ago.

If your device hasn’t been backed up for a while, it might be because your iCloud lacks storage. If you are exceeding the basic allotment (5 GB), your device won’t back up automatically.

  • If this is the case, you can use iTunes or you can purchase more iCloud storage through Apple.
  • Once you’ve added more storage, you’ll be able to back up your phone.
  • If the backup stops working because the settings have been changed, reactivate automatic backup for iCloud and start a new backup.

Keeping your old Apple device.

Keeping the iPhone you got from another provider? Follow these instructions to reset it to work on our network:

  • Go to Settings on your iPhone
  • Select General
  • Hit Reset
  • Select Reset Network Settings
  • Enter your passcode
  • Hit the Reset button

Go to the Apple site for more details.

02 - Samsung > Samsung

using Samsung Smart Switch

General problems

The Samsung Smart Switch app doesn’t appear on my
old phone.

It could be that either the Samsung device, or the version of Android it’s running, isn’t compatible with Smart Switch. If so, you’ll have to transfer contacts via Gmail, Bluetooth or another program/app.

To transfer the content of your device, it’s recommended that you use your old phone’s USB cable and the accessories that came with your new Samsung device.

You’ll find instructions on how to use Smart Switch here on the Samsung site.

03 - Samsung > iPhone

using the Move to iOS app


Transferring is really slow or choppy.

  • Update your Samsung device and iPhone.
  • Make sure your Wi-Fi connection is reliable.
  • Restart both devices.
  • Breathe—this kind of transfer can be slower than others.

If you’re still having trouble transferring content with the
Move to iOS app, get more details here on the Apple site.

04 - iPhone > Samsung


You’re asked to enter a password for an encrypted backup.

Even if you’re leaving Apple for Android, you’ll still need to enter a password for an encrypted backup to access the content on your phone and transfer it to another device. Forgot the password? Just follow the instructions laid out here on the Apple site.

Using a phone from a different manufacturer?

Click below for their support pages:

LG device

Huawei device

Sony device

HTC device

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