Can't transfer data to a new Pixel phone

If something goes wrong with copying data from your current phone to your Pixel phone during setup, try the following troubleshooting steps.

You can automatically transfer data from most phones using Android 5.0 and up or iOS 8.0 and up, and manually transfer data from most other systems. Learn how to check your Android or iOS version.

You can also restore data on a phone that's not new or reset. Learn how to back up and restore data.

Tap here to see an interactive tutorial

Setup stops or doesn't start

Lose power or get disconnected

If you lose Wi-Fi or mobile connectivity or power, or your cable comes out, start again. Your setup will pick up from where it left off.

Nothing happens or "Try another cable" message

Check the cable

  • Unplug and then replug the cable on both ends.
  • Try a different cable. Not all power cables can transfer data.

Try the Quick Switch Adapter

  • If you're using the Quick Switch Adapter, check that it's inserted in your Pixel phone.
  • If you're not using the Quick Switch Adapter, try it. The adapter can show your phones which direction to move your data. If needed, use a USB-C to USB-A cable with the adapter.

Check some basics

  • Check that both phones are unlocked, charged, and turned on.
  • With Pixel (2016) phones, if battery saver is on, turn it off.

If no cable works, learn how to transfer without a cable.

"Phone may not be supported" message
  1. Install any available updates for your current phone.
  2. Restart your current phone. On most phones, press and hold the power button until the phone fully restarts.
  3. Try the Quick Switch Adapter again. If the Quick Switch Adapter still doesn't work with your current phone, learn how to transfer without the adapter from Android or iPhone.
Setup transfer stuck (Android only)
  1. If setup gets stuck for more than 15 minutes, tap Stop copying.
  2. When you see "Your phone's almost ready," see which data copied. You could be unable to copy certain data from your current Android phone. Learn which data doesn’t copy from Android.

Setup finished but data didn't copy

Skipped data transfer when first turned on

Return to setup
  • Within a few minutes
    You'll get a "Pixel setup isn't done" notification. Tap Finish setup.
  • For a few days
    Open your Settings app. At the top, tap Finish setup.
  • After you've had your phone a while
    You can always reset your phone. But resetting erases all your data on your phone. Learn how to reset to factory settings.
Tap here to see an interactive tutorial

Why some data doesn't transfer from an iPhone

iPhone supervised by an organization

Supervised iPhone

If a business, school, or other organization supervises your iPhone, your data can't copy. To check whether your iPhone is supervised:
  1. Open Settings And then General And then About.
  2. Under the name of your device, look for: "This iPhone is Supervised."

Managed iPhone

If a business, school, or other organization manages your iPhone, your copying could be limited. To check whether your iPhone is managed:

  1. Open Settings And then General And then Profiles & Device Management.
  2. Under the device name, look for policy profiles from your organization.

To increase what you can transfer, you can remove these profiles. This can affect your access to your organization's information.

iMessage turned on
If you're switching from an iPhone to a Pixel phone, turn off iMessage. Learn how to turn off iMessage.
iPhone has HEIF photos (iOS 11 & up)
To automatically see your original HEIF photos on your Pixel, save your HEIF photos to Google Photos from your iPhone. Learn how to back up Google Photos.
Tip: If your iPhone doesn't have Google Photos, HEIF photos turn into JPG photos on Pixel during setup.

What won't copy during setup

From Android
  • Downloads, like PDF files
  • Photos, videos, and music stored in hidden folders
  • Apps that aren’t from the Google Play Store
  • Data from apps that don't use Android backup
  • Accounts other than Google Accounts and their data
  • Contacts and calendars synced to services other than Google
  • Ringtones
  • Certain phone settings (varies by phone and Android version)

Learn how to transfer some of this data after setup.

From iPhone
  • App data
  • Paid apps
  • Free apps not matched on Google Play
  • In-app purchases
  • Photos where an original isn’t stored on your iPhone
    When you turn on the Optimize Storage setting, original photos are in iCloud, not on your iPhone. The lower resolution versions of your photos won't copy, even if they're stored on your iPhone. 
  • Photos, videos, documents, and other files stored in iCloud
  • Phone settings, like Wi-Fi passwords
  • Music with iTunes Digital Rights Management protection
  • Accounts other than Google Accounts and their data
  • Contacts and calendars synced to services other than Google or iCloud
  • Bookmarks from Safari
  • Some third-party chat app data, like your WhatsApp history

Learn how to transfer some of this data after setup.

From BlackBerry or Windows Phone
From a BlackBerry or Windows Phone, only data in Google Accounts automatically shows on a Pixel phone. Learn how to manually copy some data from a BlackBerry or Windows Phone.

Other problems copying data

From Android

Don't have a cable
  1. Check that you have a backup of your current Android phone. Learn how to manage backups.
  2. On your Pixel phone, tap Start. If you don't see "Start," learn how to return to setup.
  3. Tap Next And then No cable.
  4. Under "Copy another way," tap OK And then A backup from an Android phone.
  5. Connect both of your phones to a Wi-Fi network.
  6. On your current Android phone:
    1. Turn on Bluetooth.
    2. Open the Google app Google Search. Say "Ok Google, set up my device" or enter "Set up my device."
    3. When your new Pixel phone's name shows, tap it.
  7. Both phones will get a "Verify code" notification. Follow the on-screen steps.
Can't use old phone
  1. Check that you have a backup of your current Android phone. Learn how to manage backups.
  2. On your Pixel phone, tap Start. If you don't see "Start," learn how to return to setup.
  3. Tap Next And then Can't use old phone.
  4. Under "Copy another way," tap OK And then A backup from the cloud.
  5. Connect to a Wi-Fi or mobile carrier.
  6. Sign in to the Google Account that has the backup of your data.
  7. Follow the on-screen steps.
Want to transfer without returning to setup or transfer selected data only

Copy contacts

If you already use contacts in your Google Account, like in Gmail, they'll automatically show on your Pixel phone after you sign in. To see your contacts, open your Pixel phone's Contacts app Contacts.

If your contacts are on a SIM card, learn how to import contacts from a SIM card.

Copy music

  1. Back up your music from your current phone to your computer.
  2. Use your Chrome browser to drag songs into your Google Play library. Learn how to add music using Google Play Music for Chrome.
Tip: Music you buy from Google Play will automatically show on your Pixel phone after you sign in.

Copy photos, videos, files & folders

From iPhone

Don't have a cable or want to transfer without returning to setup
To copy your calendar, contacts, photos, and videos to your new Pixel phone, learn how to back up iPhone and iCloud data to Google Drive
Want to transfer selected data only

Copy contacts

  • In your Google Account
    If you already use contacts in your Google Account, like in Gmail, you'll see them in your communication apps on your Pixel phone.
  • From your iCloud account
    1. Make sure all your contacts are in iCloud.
    2. Export your contacts from icloud.com as a vCard file. 
    3. Import your contacts to Gmail. Learn how to add, move, or import contacts.
    4. After you copy your contacts, you'll see them in your communication apps on your Pixel phone.
  • From a SIM card
    If your contacts are on a SIM card, learn how to import contacts from a SIM card.

Copy photos & videos

To back up your photos and videos from your iPhone to Google Photos, learn how to back up to Google Photos. Google Photos will show on your Pixel phone.

Tip: To see your photos and videos, open your Pixel phone's Photos app Photos.

Copy music

  1. Back up your music from your iPhone to your computer.
  2. In your Chrome browser, drag songs into your Google Play library. Learn how to move songs to Google Play Music.
Tip: Music you buy from Google Play will automatically show on your Pixel phone after you sign in.

Still can't copy data

If you still can't copy your data to your Pixel phone, learn how to contact us.

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