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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 troubleshooting solutions below.

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

Tip: To restore data on a Pixel phone that's not new or reset, learn how to back up and restore data.

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.
"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)

You could be unable to copy certain data from your current Android phone.

  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.

Setup finished but data didn't copy

Skipped data transfer when first turned on

Return to setup

If you skipped transferring data the first time that you turned on your Pixel phone:

  • 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 Settings app. At the top, tap Finish setup.
  • After you've had your phone a while
    You can always reset your Pixel phone. But resetting erases all your data on your phone. Learn how to reset to factory settings.

What doesn't copy during setup

From Android
  • Downloads, like PDF files
  • Photos, videos, and music stored in hidden folders
  • Photos, videos, and music in text messages
  • Apps that aren’t from the 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
  • Some device settings, like wallpaper or Wi-Fi (varies by device and Android version)

Learn how to manually copy some of this data.

From iPhone
  • App data
  • Paid apps
  • Free apps not matched on the Play Store
  • In-app purchases
  • Photos where an original isn’t stored on your iPhone
    With the Optimize Storage setting on, original photos are in iCloud, not on your iPhone.
  • HEIF photos from iOS 11 and up
    If your iPhone doesn't have Google Photos, HEIF photos turn into JPG photos on Pixel during setup. To see your HEIF originals on your Pixel, save your HEIF photos to Google Photos from your iPhone.
  • Files and documents stored in iCloud
  • Device settings, like wallpaper and Wi-Fi passwords
  • Music with iTunes Digital Rights Management protection
    Affected music was usually bought before April 2009.
  • Music downloaded from Google Play
    Learn how to download your Google Play music again after setup.
  • Accounts other than Google Accounts and their data
  • Contacts and calendars synced to services other than Google or iCloud
  • Bookmarks from Safari​

Learn how to manually copy some of this data.

From BlackBerry or Windows Phone
From a BlackBerry or Windows Phone, only data in Google Accounts automatically shows on a Pixel phone.

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.

Backup iTunes encryption turned on
If you turned on backup encryption for your iPhone in the iTunes application on your computer, your copying is limited.
To turn off backup encryption:
  1. On your computer, start iTunes.
  2. Connect your iPhone to your computer.
  3. Go to the Summary tab for your iPhone.
  4. Uncheck Encrypt iPhone Backup.
  5. Give the backup encryption password.
  6. Wait while iTunes does a backup with encryption off.
  7. Disconnect your iPhone from your computer.
iMessage turned on
If you're switching from an iPhone to a Pixel phone, turn off iMessage. Learn how.
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.
If your iPhone doesn't have Google Photos, HEIF photos turn into JPG photos on Pixel during setup.

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 network.
  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.

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

To see your contacts, open your Pixel phone's Contacts app Contacts.

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.

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

You can back up your iPhone and iCloud account to Google Drive. This copies your calendar, contacts, photos, and videos. You'll then see your data on your Pixel phone.

Learn how to back up iPhone data with 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.
    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

You can back up your photos and videos from your iPhone to Google Photos. Google Photos will show on your Pixel phone. Learn how to back up to Google Photos.

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

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.

Music you buy from Google Play will automatically show on your Pixel phone.

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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Amy

Amy is an Android expert and author of this help page. Leave her feedback below about the page.

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