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Your message statuses may not be syncing to the AT&T cloud

A system update may keep your message read-and-delete status from syncing to the AT&T cloud. Learn if you’re affected and how to resume sync.


ArticleINSTRUCTIONS & INFO

What to know

Got a text message from us linking you to this page? You’re using AT&T Messages Backup & Sync on that mobile number.
  • This service backs up your text and picture messages in the AT&T cloud for up to 90 days so they can be downloaded to your next phone.
  • If you have an AT&T NumberSync smartwatch, it also uses Backup & Sync.

A system update may have affected your smartphone so that when you read or delete a message, that action doesn’t get synced to the cloud. This means when you download your messages to a new phone, your messages will appear unread and deleted messages will reappear.

Heads up: If you don’t resolve the sync issues, messages stored in the cloud may be deleted in about 90 days. But they won’t be deleted from your phone.
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Learn if you’re affected and how to fix it

On your Samsung smartphone

From the Messaging app:
  1. Tap Settings, then More settings, then Restart AT&T Messages Backup & Sync, and finally RESTART.
  2. Tap the Home button, wait a few moments, and then tap the Messaging app. You should see Your text and picture messages are securely backed up in the AT&T cloud for up to 90 days.
  3. Select SYNC MESSAGES. Your messages will resume syncing to the AT&T cloud and you’re good to go.

On your LG smartphone

From the Messaging app:
  1. Tap Settings and then AT&T Messages Backup & Sync.
  2. Determine if your phone was affected. If you see:
    • Your text and picture messages are securely backed up in the AT&T cloud for up to 90 days – You’re good to go. You don’t have to make any changes.
    • Hmm, we're having trouble syncing with the cloud right now – Your messages aren’t syncing. Go to step 3.
  3. Tap the Home button, then tap Settings, then General, then Apps & Notifications, and finally App Info.
  4. From the options menu (3 stacked dots) choose Show System, then Messages Backup & Sync, then Storage, and finally Clear Data.
  5. Tap the Home button, wait a few moments, and then tap the Messaging app. You should see Your text and picture messages are securely backed up in the AT&T cloud for up to 90 days.
  6. Select Sync messages. Your messages will resume syncing to the AT&T cloud and you’re good to go.

On your smartwatch

If you have an AT&T NumberSync smartwatch that isn’t syncing messages:
  1. Tap Settings, then Connections, then AT&T NumberSync, and finally Deactivate.
  2. Select Deactivate and turn your watch off and back on.
  3. Tap Settings after your watch turns back on, then tap Connections, then AT&T NumberSync, and finally Get Started.
  4. Select Get Started to get a sync code.

Next steps
On your smartphone paired with the watch:
  1. Open the lock screen and an AT&T sign-in page will appear.
  2. Enter the user ID and password for the smartphone number you want to sync the watch with.
  3. Enter the sync code from your watch. (You may see a page that says Sync devices with NumberSync and then Sync watch before you can enter the sync code.)
  4. Read the important info about NumberSync and check the box.
  5. Tap Sync. You’ll see a message on your watch that you’re successfully using AT&T NumberSync.
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Stop message storage

Don’t want to store your messages in the AT&T cloud anymore? Take one of these actions:
  • From the Messaging app on your smartphone, tap Settings, then AT&T Messages Backup & Sync, and choose Stop Backup.
  • Sign in to myAT&T and remove AT&T Messages Backup & Sync from your smartphone (this option isn’t available for business accounts).
  • Want more help? Contact us.
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