Fix issues with data transfer on a new Pixel phone

If you have trouble copying data from your current phone to your Pixel phone during setup, try the following troubleshooting steps.

On Pixel 9 and later, you can restore data from your previous phone anytime without the need to factory reset. You can merge the transferred data with the existing data on your phone. Learn how to transfer data from a cloud backup.

Important: If your data storage is full based on your phone's capacity, data transfer could pause. Be sure to check your storage capacity before you start data transfer.

Prepare your phones for data transfer

Before you start:

• Check that both phones are unlocked, charged, and turned on.
• Make sure you have a strong Wi-Fi connection or a cable to connect both phones.
• Make sure you have the latest Android software installed on both phones. Check your phone’s software version.

Transfer doesn't start or stops

Couldn’t pair or "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 it fully restarts.

Tip: Data transfer is supported from most phones with Android 5 or later versions.

Can’t transfer over Wi-Fi

If your Wi-Fi connection isn’t strong enough, your phone will notify you to transfer data with a cable instead or at the same time. Learn how to transfer data with a cable.

Tip: Pixel 8 and later phones support Wi-Fi transfer when you connect your devices during setup using the QR code.

”Try another cable" message

Check the cable

• Unplug and then replug the cable on both ends.
• Carefully check for debris or other blockages inside the cable port.
• Try a different cable. Not all USB-C cables can transfer data.

Lose power or connection

If you lose power, Wi-Fi or mobile connectivity, or your cable comes out between the phones and your Pixel is unable to re-establish the connection, it may finish with only a partially complete data transfer.

To complete the transfer:

• Pixel 9 and later:
  1. Open your phone’s Settings app.
  2. Tap Backup or copy data  Copy data.
• Once your previous phone has been charged, perform a factory reset and start again.

Tip: If your Pixel loses power during transfer and reboots, it'll attempt to either continue setup or start again.

Setup transfer stuck

1. If setup gets stuck for more than 15 minutes, tap Stop copying.
2. On the next screen you'll see a summary of the data which did or didn’t copy.
3. Once setup is complete, you can attempt to copy the missing data again (Pixel 9 and later).
   1. Open your device’s Settings app.
   2. Tap Back up or copy data  Copy data  Start.

Tip: Note that certain data can only be copied during device initialization, learn which data can be copied.

Other problems when you copy data

Can't use old phone

If you no longer have your old phone or it's not available for transfer, you may still be able to restore data if you have a cloud backup. Learn how to manage backups.

During Pixel setup:

1. On your Pixel phone, tap Get started.
2. On the next screen, if “Set up using another device” appears, tap Skip.
3. Connect to a Wi-Fi or mobile carrier.
4. Sign in to the Google Account that has the backup of your data.
5. Follow the on-screen steps.

After Pixel setup (Pixel 9 and later):

1. Open your device’s Settings app.
2. Tap Back up or copy data  Copy data  Start.
3. Tap Can’t use other device?
4. Choose from the available cloud backups.

Important: You can only restore data from one previous device. If you want to restore from a different device, first reset your Pixel phone.

Can't set up a work profile

If you encounter issues when you set up a work profile during phone setup, try these steps:

Skip work profile setup

1. During setup, when you get the prompt “Add your work account on the next screen,” tap Skip.
2. Complete setup normally.
3. Once setup is complete, tap Settings  Passwords and Accounts  Add Account  Google.

Tip: To learn more on how to set up a work profile, refer to Set up Google Workspace on an Android device.

Duplicated data

If you copied data after setup, your Pixel will attempt to merge new data with existing data. Learn which data can be copied. In rare cases, your Pixel may be unable to merge certain data types and instead they'll appear as duplicates. You can manually delete duplicate entries or you can clear the data set from your Pixel and copy it again to fix any visible duplicates.

Setup finished but data didn't copy 

What won't copy during setup

• Downloads, like PDF files
• Photos, videos, and music stored in hidden or locked 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 what will and will not copy to your device.

Copy data after setup

Return to setup

• Within a few minutes:

1. You'll get a "Finish setting up your Pixel" notification. 
2. Tap on the notification.

• For a few days:
  1. Open your Settings app. 
  2. At the top, tap Finish setting up your Pixel.

After initial setup (Pixel 9 & later)

Important: You can only restore data from one previous device. If you want to restore from a different device, first reset your Pixel phone.

1. Open your device’s Settings app.
2. Tap Back up or copy data  Copy data  Start.
3. If you used another device to transfer data, scan the QR code through the old device.
   • If you didn’t use another device to transfer data, you can choose a device to copy data from.
4. Choose the data you want to transfer over.
5. Tap Copy.

Tips:

• If errors occur during data transfer, try again to retrieve missing data types. Learn what does and doesn’t transfer during post-setup data transfer.
• If you haven't set up your backup, learn how to back up data on your Pixel phone.

WhatsApp message transfer issues

If you move from another Android device, make sure that your WhatsApp data is backed up to Google Drive on your old phone. Learn how to transfer Whatsapp data to your new device.

Transfer without going back 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 find your contacts, open your Pixel phone's Contacts app .

If your contacts are on a SIM card, learn how to add, move, or import contacts.

Copy photos, videos, files & folders

• Connected to the internet:
  Upload content from your current phone or computer to your Google Account. Content in your Google Account shows on your Pixel phone. Learn how to upload to Google Drive and back up to Google Photos.
• Can't connect to the internet:
  Transfer content to your Pixel phone with a USB cable.

From BlackBerry or Windows Phone

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

Still can't copy data

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

Related resources

• Transfer your data from an Android to a Pixel phone
• Transfer data from an iPhone to Pixel
• Get around on your phone