Cloud Backup Issues
Why can't I back up my Mobile Wallet to iCloud or Google Drive?
If you can't create a cloud backup, find the message you're seeing below and follow the troubleshooting steps.
Allow full iCloud access
If you see:
Allow full iCloud access
Some permissions are missing. Allow full access so we can save your wallet backup to iCloud.
Tangem doesn't have all the permissions required to save your backup to iCloud.
- Open Settings on your iPhone.
- Tap your name → iCloud.
- Tap See All next to Saved to iCloud.
- Find Tangem and enable iCloud access.
- Return to the Tangem app and try creating the backup again.
Allow full Google Drive access
If you see:
Allow full Google Drive access
Some permissions are missing. Allow full access so we can save your wallet backup to Google Drive.
Tangem doesn't have all the permissions required to save the backup to Google Drive.
- Tap Try again.
- Sign in to your Google Account again.
- Select the Google Account where you want to store your backup.
- Grant Tangem all the requested permissions.
- Try creating the backup again.
Important: Make sure you grant all the requested permissions during Google authorization. If you cancel the process or don't grant the required permissions, the backup cannot be created.
Couldn't save your backup
If you see:
Couldn't save your backup. Please try again.
The backup couldn't be saved to iCloud or Google Drive. This can happen, for example, if there isn't enough cloud storage or a cloud service error occurs.
- Make sure you have enough available storage in iCloud or Google Drive.
- Check that you can access your cloud account.
- Try creating the backup again.
No internet connection
If you see:
No internet connection
Check your network and try again.
- Check your internet connection.
- Switch between Wi-Fi and mobile data if necessary.
- Return to the Tangem app and try creating the backup again.
Cloud backup is not available on this device
If you see:
Cloud backup is not available on this device.
On Android, Google Drive backup requires Google Services. If Google Services aren't available on your device, cloud backup isn't supported. You can back up your Mobile Wallet using a recovery phrase instead.
Why can't I restore my Mobile Wallet from a cloud backup?
If you can't restore your wallet from iCloud or Google Drive, find the message you're seeing below.
Wrong password
If you see:
Wrong password
Make sure you're entering the password you created when you backed up this wallet.
- Check the password and try entering it again.
- If you saved the password in your device's password manager, use the suggested password or autofill option.
- If you can't remember the password, import the wallet using your recovery phrase instead.
Important: Your backup password cannot be reset or recovered. Without the correct password, the cloud backup cannot be restored.
Allow full Google Drive access
If you see:
Allow full Google Drive access
Some permissions are missing. Allow full access so we can save your wallet backup to Google Drive.
Tangem doesn't have all the permissions required to save the backup to Google Drive.
- Tap Try again.
- Sign in to your Google Account again.
- Select the Google Account where your backup is stored.
- Grant Tangem all the requested permissions.
- Try restoring the backup again.
Important: Make sure you grant all the requested permissions during Google authorization. If you cancel the process or don't grant the required permissions, the backup cannot be restored.
Backup not found
If you see:
Backup not found
This wallet was backed up earlier, but we couldn't find the backup.
Tangem couldn't find a cloud backup in the account you're currently using.
- Make sure you're signed in to the same Apple ID or Google Account that you used to create the backup.
- If the backup was created using another account, sign in to that account and try again.
- If you can't access the account containing the backup, import your wallet using your recovery phrase.
Important: iCloud backups can only be restored on iOS devices, and Google Drive backups can only be restored on Android devices.
Something went wrong
If you see:
Something went wrong
Please try again later or import your recovery phrase.
Tangem couldn't restore your wallet from the selected backup.
- Make sure Tangem has access to iCloud or Google Drive, depending on where your backup is stored.
- Try restoring the backup again.
- If the issue persists, import the wallet using your recovery phrase instead.
