My Samsung Cloud backup has disappeared

[greenkev]

Hello,

Having acquired a new Samsung smartphone, I had made a copy of the data from my old Samsung Galaxy S21 Ultra smartphone to my new Samsung Galaxy S23 Ultra 5G, which went perfectly yesterday.

In the meantime, I decided to give my S21 Ultra to my mother-in-law. To do this, I decided to reset the data on the S21 Ultra 5G.

In the meantime, I changed my Samsung Cloud password because I couldn't remember the old one.

At that point, my new S23 Ultra 5G switched over to my Samsung Cloud account, asking me to reset my Samsung password (so the new one) and validating the new password reset the default data on my S23 Ultra as if I'd just got the new phone.

At that point, I thought I'd restore the backup of my Samsung Cloud account, but the backup no longer existed (it had disappeared).

In the end, I lost all my data (photos, videos, etc).

Do I have a chance of restoring my old backup by contacting Samsung support?

I'm completely distraught because I had photos that were very important to me, like those of my son.

Thank you in advance for your feedback.

All the best,

Kevin M

[SamsungModerator1 · Accepted solution]

Hello Kevin, Welcome to the Community. We understand the importance of being able to retrieve your data.

This article provides the steps for restoring data from previous backups: https://www.samsung.com/ph/support/mobile-devices/back-up-samsung-device/ 

Please note Samsung Cloud does not back up photos or videos. Those would need to have been saved to OneDrive, Google, or another method.