I have a new phone and end up in an empty account – where are my plan, data and subscription?

The normal case

If you sign in on a new device with the same method as before (email and password, “Sign in with Apple” or “Sign in with Google”), the app recognizes your existing account and picks it up. Your plan, activities and statistics will be back.

If you end up in an empty account

In isolated 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 hid 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 – technically, we have no way of knowing that the same person is behind both. So the cause lies in Apple's alias process, not with Trait.

We'll be honest with you: accounts cannot be merged or transferred, not even by our team. If you can no longer get into the old account, you'll have to start over with the new one. We're sorry about that – we know how frustrating it is.

What you can try

• Sign out and sign in again – if possible with exactly the same method as originally (the same Apple ID or Google account, or email and password).
• Check whether you're signed in on the new phone with the same Apple ID as on the old one.

Your Pro subscription isn't lost

The subscription is tied to your store account, not your Trait account. In the new Trait account you can reactivate it under Settings → Subscription → “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. Then you'll reliably find your account again on any device.