I've got a new phone and I'm ending up in an empty account – where are my plan, data and subscription?

The normal case

If you sign in on a new device using the same method as before (email and password, "Sign in with Apple" or "Sign in with Google"), the app recognizes your existing account and offers to take it over. Your plan, activities and stats will then be back.

If you end up in an empty account

In some cases this doesn't work and you see a new, empty account. By far the most common cause: you registered with "Sign in with Apple" and chose to hide your email address. Apple then gives you an alias address. On a new phone, Apple sometimes generates a new alias instead of reusing the old one. For Trait, these are two completely different email addresses with no recognizable connection – there's technically no way for us to know that the same person is behind both. So the cause lies in Apple's alias system, not in Trait.

What you can try

• Update the app (App Store or Google Play) and then sign in again with "Sign in with Apple". If Trait detects that an Apple user is signing in on a new device and re-authentication is needed, a dialog will appear in the app with the necessary steps. Follow it – your Apple alias will be matched in the background so you end up back in your old account.
• Check that you're signed in on the new phone with the same Apple ID (or the same Google account) as on the old one, and sign in using exactly the same method as you originally did, if possible.

We'll be honest with you: if no dialog appears and you still end up in the empty account, accounts cannot be merged or transferred, not even by our team. In that case you'll have to start over with the new account. We're sorry about that – we know how frustrating it is.

Your Pro subscription isn't lost

The subscription is tied to your store account, not your Trait account. In your new Trait account, you can reactivate it under Settings → Subscription: scroll down the list in the middle section and tap "Already purchased? Restore here" – see Bought Pro, app shows Free.

Tip for the future: when you register again, don't hide your email address with "Sign in with Apple", or use email and password instead. That way you'll reliably find your account on any device.