Missing messages: What can I do?

Can’t see, share, or print some (or all) of your messages?

There are many messaging apps available for Android phones. Sometimes, these alternative apps store messages in ways that aren’t compatible with the default messaging system, which means SMS Share may not be able to retrieve them.

If you're using WhatsApp or similar apps, you likely know you're not using regular SMS/MMS. These types of messages will not appear in SMS Share.

Unfortunately, it’s not always that straightforward. Some mobile carriers offer their own messaging apps with extra features, often branded as “RCS” (Rich Communication Services) or “Advanced Messaging.” These can blur the line between regular SMS/MMS and other message types. Many of these apps also let you send messages from tablets or web browsers, not just your phone.

Even the default Android messaging app (often called “Messages” or “Messaging”) may be slightly customized by device manufacturers, which can affect compatibility.

SMS Share does not display:

• Failed messages (unsent texts – only your default SMS app has access to these)

• Draft messages

• Spam messages

• Messages sent from connected devices like tablets or web browsers (e.g., AT&T’s Web Messaging)

Testing for Unsupported Messages Using a Third-Party App

To determine whether the issue lies with SMS Backup, Print & Restore or if the missing messages are in an unsupported format, you can test using another third-party app that supports standard SMS. For this test, we’ll use an app called Textra SMS.

1. Install Textra SMS from the Google Play Store.

2. Open Textra SMS and check if your SMS messages are visible.

Case 1: Messages Appear in Textra

If your messages do appear in Textra but are missing from SMS Backup, Print & Restore, this likely indicates a bug in the app.
While we do our best to support all messaging formats and devices, it's challenging to keep up with every provider and phone model.
Please contact our support team — we’ll be happy to investigate and help resolve the issue.

Case 1: Messages Do Not Appear in Textra

If your messages do not appear in Textra, they may be using RCS (Rich Communication Services), which is only partly supported, or another unsupported messaging format. This likely explains why SMS Backup, Print & Restore is unable to access or display them.
Unfortunately, in this case, no third-party app can access these messages, and therefore it is not possible for SMS Backup, Print & Restore to display them either.

Disabling RCS (Rich Communication Services) can help ensure that future messages are displayed correctly in SMS Backup, Print & Restore, as RCS may store messages in non-standard formats incompatible with the 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]