Backup information:
All changes in the Wallet app are synced to a remote server. If you lose your device, it's possible to install the app on a new device, sign in and you will get all your data synced back. But when you manually delete the account or some records, it's gone. It's not any kind of backup you can load or restore. Your data is safely stored on our server. Our servers are backed up so in case of an accident on our infrastructure, we can restore the servers. It protects our users from accidents, for example, lost devices.
If your data is added manually then you can have a manual backup. You can export data (only the Android app). Please check our instructions here on How to export transactions from Wallet.
Data loss:
We are very sorry for this upsetting experience.
There are two possibilities that may have caused data loss:
- You may be using a different email address. If there is another email you may have possibly used, please send it to us and we will check if this account exists on our servers.
- You were previously using the app in “offline” mode as a non-registered user. Therefore your data was not backed up on our servers. Data loss could occur when you sign up thus creating a new empty account. It may also happen when you uninstall the app. Since we did not consider the data of offline users we have no way to recover it. Now, we require all users to register for Wallet so that we can store your data on our servers when you log in. It would be helpful if you could let us know when you created the account. This will help us determine whether or not you were using the app in offline mode.