The customer is unable to import messages using the backup app on their phone.

So on the last phone, go to the backup and restore, go to export, export the messages. When it gets onto your computer, make sure that it has a file size. So if it says zero, that is an issue.

Have you tried turning your phone off and turning it back on? That's the solution? So there's a system that's supposed to pop up. That's not currently happening in your phone, so we're going to try to restart the device so you can get that screen to pop up.

So you turn your phone off, take the battery out.

If you can go into the Williamsburg location and see if they can service your phone, they may be able to just track your phone.

Yes, so you can bring your phone into the Williamsburg or Borough Park location so they can help you out directly with your phone.

And the new phone, did you update the new phone? Is it the latest?

They should be sending that pop up. They can check in the store, see exactly what's going on.

No, it would have to, that's the only way for you to import it.

When you're in that backup and restore, and you click on import, nothing happens at all?

Well, it's not supposed to be set for default messages. It's supposed to be set for backup and restore.