Support
Moving to a new phone
Most of the time this takes care of itself and you will never read this page. If you are here because something looks wrong, start directly below.
If the app looks empty
Your records are almost certainly still there.
Lirea encrypts your history, and the key that opens it travels to your new phone separately from the records themselves. When the records arrive first, the app cannot read them yet. It knows this, and it will not touch them. It shows a waiting screen rather than an empty app, and it keeps checking on its own.
Nothing is lost while you wait. The one thing not to do is delete and reinstall Lirea to see if that fixes it. It will not, and on a phone whose records are sitting right there it is the one action that turns a delay into a real loss.
Keep the phone unlocked, on Wi-Fi, and plugged in if you can. Apple publishes no time limit for this and gives no way to hurry it along, so we are not going to invent a number. If it has been long enough that you are worried, use the backup file route below rather than waiting more.
What normally happens
Your encrypted records ride your phone’s own backup, the same way your photos and messages do. The key rides a different road, iCloud Keychain on iPhone and Block Store on Android, and the two meet again on the new phone. You set the phone up the way you always do, open Lirea, and your history is there. There is no passphrase to type and nothing to remember.
Nothing in that path passes through us. We cannot watch it happen, speed it up, or fix it from our end, which is the same reason we cannot read your records in the first place.
When it does not sort itself out
Four reasons account for nearly all of it. Find yours; the fix is the same sentence each time.
iPhone
It has been a long time and the key still has not arrived
Check that iCloud Keychain is actually switched on for this phone, under Settings, your name, iCloud, Passwords and Keychain. If it is off, the key has nowhere to travel and waiting will not help. Restore from your backup file instead.
Android
I set this phone up without transferring my Google account
Then the key did not come across, and no amount of waiting will bring it. This is not recoverable by retrying. Restore from your backup file instead, or set the phone up again through a transfer that carries the account.
Android
This phone has no screen lock
Android only entrusts the key to a cloud backup on a device with a screen lock set, which is a protection rather than an oversight. Without one, the key can still ride a direct cable transfer between phones, but it will not have travelled through the cloud.
Either
My old phone is gone, broken, or wiped
If the automatic route does not produce your records, your backup file is the way back. If you never made one, there is no other route, and we would rather tell you that plainly than have you wait for something that is not coming.
Restoring from a backup file
This is the route that depends on nobody. If you have a backup file, you do not need the automatic path to work, and you do not need us.
- 1. Find the file you saved. It is named for the date you made it and ends in
.json. Wherever you put it, Files, Drive, email to yourself, that is where it still is. - 2. On the new phone, open Lirea. From the waiting screen choose Restore from a backup. If you are already past that screen, it is in Settings under the same name.
- 3. Pick the file. Lirea checks it before it touches anything, and tells you if the file cannot be used rather than importing half of it.
A restore replaces everything in the app rather than merging, so do it before you start logging on the new phone. If Lirea tells you a backup is too old to restore, that is a real limit and not a glitch: the file predates changes to how records are stored. Make a fresh backup from the phone that still has your history, if you still have it.
The backup file is not encrypted, which is deliberate. A password you set today and cannot recall in two years turns a recoverable situation into a permanent one. Keep the file somewhere you would be comfortable keeping a photograph of your prescription.
Before you upgrade
Two minutes now, and none of the rest of this page can happen to you.
- Make a backup from the old phone and put it somewhere that is not the old phone. Settings, then Back up your data. This is the whole checklist, honestly; everything else is insurance on top of it.
- On iPhone, confirm iCloud Keychain is on. Settings, your name, iCloud, Passwords and Keychain. This is what carries the key.
- On Android, set a screen lock if you do not have one, and use a transfer that carries your Google account across. Both conditions are what let the key travel.
If you use Lirea on more than one device
Lirea does not sync. Each device keeps its own records, and there is no server in the middle to reconcile them, which is the trade that makes everything else on this page true.
So when you set up a new phone, what arrives is the history from whichever device’s backup you restored. If you have been logging on more than one, the automatic route has no way of knowing which one you meant. Back up the device that holds the history you care about, and restore that file deliberately.
On Android there is one further wrinkle worth knowing before you rely on it. A second Android device that starts its own records, rather than restoring them, keeps a key of its own that does not travel. Nothing is lost and the device works normally, but its records are not portable to a further phone on their own. A backup file closes that gap completely, and it is the reason to make one.
What we cannot do from here
We cannot recover your data, look up your key, or see anything about your account, because there is no account and we hold neither a copy of your records nor the key that opens them. This is not a support policy we could make an exception to. There is nothing at our end to make an exception with.
What we can do is help you work out which of the situations above you are in, which is often the hard part. Write to hello@lirea.health and tell us what phone you moved from, what you moved to, and what the app showed you. It reaches a person.
For how any of this works underneath, see Security. For everything else, Support.