Missing messages: What can I do?

Can not see/share/print all or some of your messages??

You can use any one of many messaging apps on an Android phone. Sometimes these alternative apps store messages in a way that is not compatible with the ordinary messaging app, so SMS Share is unable to retrieve messages.

If you’re using WhatsApp, you probably know you’re using it, as opposed to ordinary text messages. WhatsApp messages and the like will not appear in SMS Share.

Unfortunately, the reasons aren’t always quite so obvious: cell carriers like to provide their own messaging applications with different features, sometimes under the moniker “RCS” for “Rich Communication Services.” or "Advanced Messaging", They blur the line between ordinary SMS/MMS messages and other types of messages. Most allow sending messages via Web interfaces and desktop software in addition to the software on the phone.

Even the stock Android text messaging app which is usually called “Messaging” or “Messages” and largely the same across devices, sometimes customized by the manufacturers.

Here are some messages that are not displayed in SMS Share: 

1. Failed messages - messages that were not sent (Only the default SMS app have access to those)
2. Draft messages
3. Spam Messages
4. Messages sent via connected tablets and the Web interface (AT&T).

Testing for RCS messages using Textra SMS platform:
1. Install Textra SMS from the app store.
2. Open Textra SMS and check if your SMS messages appear.
    If you CANNOT see your SMS messages using the Textra platform, this means it's RCS
    messaging causing the issue.    

Possible Solutions:

1. Read the known problems section to find a specific details about the problem.
   This is located in the next section after "Possible Solutions"
2. Disable RCS
3. Contact the support

Known problems

Click on a topic for for a quick jump:

• AT&T
• HTC
• Huawei
• Metro PCS
• T-Mobile
• Verizon
• Xiaomi Phones

AT&T Messages Backup & Sync

AT&T Messages was the predecessor to AT&T Advanced Messaging. On a phone, it has a bluish cloudy background by default:

Since messages are synchronized with its Web interface, you may be able to print them from an ordinary browser, but AT&T Backup & Sync is limited to storing 90 days or 1000 messages, whichever comes first.Messages sent to and from the phone appear in SMS Share but not messages sent by the webapp or tablet.

if you need to same them just copy them from the web interface to word

AT&T Advanced Messaging on Samung / LG / Huawei

AT&T Advanced Messaging is, in some ways, the successor to AT&T Messages (Backup & Sync). It comes as a default feature on newer Samsung and LG phones. Unlike its predecessor, Advanced Messaging is not a separate app; it is a feature built into a customized version of the stock Android Messaging application.

The LG and Samsung implementations can also synchronize with messages stored by AT&T Backup & Sync.

Samsung’s Advanced Messaging implementation stores messages differently from the stock Android messaging app. The usual symptom in backup programs and the like is to see only one side (the incoming side) of a conversation.

SMS Share supports Samsung-AT&T Advanced Messaging, but this support should be considered experimental.

Huawei
On AT&T, when using Huawei phones, Text Collector cannot collected “Advanced” messages. This might affect other carriers as well.

Metro PCS for LG

Messages have been reported missing when using LG phones on MetroPCS. This is a matter of ongoing investigation; if you have information on it, please contact the support.

T-Mobile Advanced Messaging: 

Messages have been reported missing when sent between T-Mobile customers using Advanced Messaging. This is a matter of ongoing investigation; if you have information on it, please contact the support. 

Motorola and T-Mobile

On T-Mobile (including Metro PCS), Motorola phones use the carrier’s “Advanced” messaging. Motorola phones store these messages in the same way as ordinary text messages, so they cause no known problems.

HTC and T-Mobile

On T-Mobile (including Metro PCS), HTC phones use the carrier’s “Advanced” messaging. SMS Backup currently cannot collect these messages, so messages with other T-Mobile customers can be missing from the collection. This might also affect other carriers.

Verizon Messages+

Verizon sets up its phones with its own Messages+ app as the default app for texting. Messages+ looks a bit more red than the stock messaging app:

If you find messages are missing, some workarounds have been successful in some cases:SMS Share have access to most messages that appear in the Verizon Messages app, but there have been scattered reports of messages omitted. The reasons for this are a matter of continuing investigation.

• Print/save messages from the Verizon Web interface. When viewing a thread, the “print” button can be found in the toolbar.
• Reset the Messages+ app customizations. This option is available in the top-right (three-dot) menu from the Messages+ app, under “customize.”
• Switch the default messaging app to the stock messaging app and back again. Default apps may be found by searching the phone settings.

If you have information that can lead to uncovering what causes this problem, please contact the support

Xiaomi

On Xiaomi phones, selected contacts may be “blocked.” Messages from blocked contacts generally don’t appear in SMS Share. To ensure that all messages appear, unblock numbers from the Contacts app.

Disable RCS

Normal SMS or MMS will most likely show on SMS Share. The problem only occurs when using RCS (a new messaging protocol) one solution is to disable the RCS feature. This solution will not allow you to use the old messages with sms share, but will work for all the messages you will send or receive in the future.

AT&T:  You can disable RCS messages to you in your stock Messages app under Settings > Advanced Messaging >  Use Advanced Messaging = OFF (make the stock app the DEFAULT app first in order to be able to change the setting).

Google:

1. Open messages by Google
2. Tap the three dots in the top right corner
3. Tap Settings
4. Tap Chat features
5. Toggle off Enable chat features

T-Mobile Solution 1: On some phones, you can disable RCS messages to you in your stock Messages app under Settings > Enhanced messaging = OFF (make the stock app the DEFAULT app first in order to be able to change the setting). 

If this setting is not appearing, do the following:

1. From any Home screen, tap Phone.
2. Tap the MORE icon.
3. Tap Settings.
4. Tap Voice over LTE settings.
5. Select "Do not use VoLTE"

T-Mobile Solution 2: See https://support.t-mobile.com/docs/DOC-34224#steps2 (set WiFi calling to OFF).

T-Mobile Solution 3: Some users report switching to the pre-installed app, making it the DEFAULT and then switching back to Textra and making it the DEFAULT works.

T-Mobile Solution 4 (digits): Android Settings > Cloud and Accounts > Multi-line settings (tap the 3 dots in the top right corner for more options) and select "log out" 

Verizon: Messages+ > Settings > Delete Account (for Integrated Messaging Services)...enter your number and delete. OR Android Settings > Apps > Messages+ > [UNINSTALL UPDATES]

Contact the support:

If you have an new issue that is not in the known issues or you have some info that might help resolving the problems, please contact the support and we will try to help.

Before you contact, please collect the following data in order to share with the support:

1. Read the known problems
2. Are the missing messages multimedia, text messages or both?
3. What app did you use in order to send these messages?
4. What is the name of your mobile operator?
5. Which device are you using?
6. Try to check if there there is anything different about the missing messages

To contact through the support chat:

1. Open the app
2. Click on the 3-dotted menu on the top-right corner
3. Select "Help & Support"
4. Tap the chat button on the bottom-right corner

You can also contact by mail at [e-mail]