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Lost all my photo's

Chloe225
Visitor

‎12-12-2022 04:48 PM

EE backed up from my phones yesterday as I was trading my old one in - all my apps have gone over, but 11,000 pictures/videos are missing 😞 Samsung have done a remote call and gone through my phone and confirmed these have not been backed up properly. Is there anyway at all EE can get back into my phone once they have done the factory reset? I'm heartbroken

0 Helpful
3 REPLIES 3
Schockwave
EE Community Star
EE Community Star

‎12-12-2022 05:00 PM

Hello @Chloe225 ,

Welcome to the community,

If EE do a factory reset, then all your photos will be lost. I always make sure that everything is backed up on a regular basis, then nothing is lost, always best to check, which is what you could have done whilst in the shop. Not sure there is anything that can be done, sorry.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Christopher_G
EE Community Support Team

‎12-12-2022 05:14 PM

Hi @Chloe225

Welcome to the community.

I'm so sorry to hear that you've lost your photos. How were they backed up? Did someone talk you through it over the phone or did you go into the store?

Chris

Taz1940
Visitor

‎12-12-2022 05:41 PM

Have you looked in Google Photos? Mine tend to be in there if the Gallery app has lost them or been deleted. Google Photos also tends to back up automatically, so please try looking in there, & then save them to albums. I've lost photos before as well, but not since saving them to Google Photos. I hope you're able to find them in there. Good luck.