The customer is having trouble restoring archived messages after a factory reset.

Please go to your Settings, then tap Backup and Restore to see if you can restore your messages from there.

Would you be able to record a video for me with different phones so I can help you, and I will see it at least?

You can either text it to this number, or you can email it to me.

Just do that, and send it to me, and I will take a look.