I lost my phone or changed it

If you have changed phones on purpose, this is the easy path. If you have lost it or it was stolen, go to the section “If it was lost or stolen”: besides getting your things back, you must protect your account.

What you can recover depends on where your libraries were.

Your libraries were…	Can they be recovered?
In the cloud (with an account)	Yes, when you sign in on the new phone
On another device connected to the lost phone (laptop, phone at home)	Yes, by pairing the new one with that device (Share at home)
In a backup you saved	Yes, using the backup
Only on the lost phone, with no account, no other device and no backup	No

That last row matters: if you have no account, there is no copy of your library on the internet. If you lose the phone where it was, it is lost. That is why it is worth making a backup from time to time (Backups, export and import).

If you changed phones (you still have the old one)

With an account:

1. Install the app on the new phone and tap “Sign in” with your account.
2. Your cloud libraries download by themselves (The cloud).
3. The libraries you did not upload stay on the old phone: pair the two, or move the libraries with a backup.

Without an account:

• With a backup: on the new phone, open “Backups”, tap “Restore backup” and choose the backup file: that way you recover the libraries.
• By pairing: if the old phone still works, pair the new one with it over the Wi-Fi at home (Share at home). It receives the libraries you tick.

When you finish, on the old phone use “Reset this device” (in “Settings”) before giving it away or selling it.

If it was lost or stolen

Do these three things, in this order:

1. Remove the lost phone from your account, if you have one. On another device, open “Settings”, tap your name, then “My devices” and, next to the lost phone, “Remove from my account”. When that phone connects to the internet, it will delete its libraries and stop updating. Until it connects you can tap “Undo”. Or change your password: then your other devices stop having the account open. That does not delete anything from the lost phone, but it can no longer sign in with your account.
2. If you shared the library with other people, whoever administers it can remove that device’s access in “People and permissions”, with “Remove this device’s access” (Remove a person or a device). The device will not receive more changes and, if it connects, it will delete those libraries.
3. If it was paired with a device at home, on another device open “Sharing and devices” and, next to the lost one, tap the three-dot icon (⋮) and “Unpair”. That only unpairs them: it does not delete anything from the lost phone or remove its access.

If you had “Unlock with fingerprint or face” turned on, the app asks for your fingerprint or face to open.

What cannot be done

• Recovering a library that was only on the lost phone, with no account, no other device and no backup.
• Erasing the phone remotely if it has no internet. “Remove from my account” or “Remove this device’s access” work when the phone connects; if it never connects, it is never erased.
• Removing what someone has already copied outside the app.
• Getting into your account if you lose the phone and also the 10 backup codes (the ones the app gave you when you turned on the “Second factor”, the extra check when you sign in). For now, write to privacy@kosmotheka.com from the account’s email address: whoever runs the server can remove that extra check for you.