Before moving piano lessons to a new phone or tablet, confirm that the current App actually shows the expected progress and that you know which account is signed in. Do not erase the old device or assume progress is stored in the cloud until the same lesson state appears on the new device. The ONE’s public pages reviewed for this guide do not currently explain which data syncs, how quickly it syncs or whether every activity is account-based.
Protect progress first
- Record the signed-in email, App version and visible course position.
- Keep the old device unchanged until the new one is verified.
- Use the same account and current App version on both devices.
- Allow a normal network connection and reopen the course library.
- If progress differs, document the exact lesson and stop destructive troubleshooting.
Confirm the source record before switching
Open the old device and note the course, unit, lesson, score or completion marker that matters. Take screenshots that include the lesson name but exclude private payment information. Check the account email from inside the App rather than relying on the phone’s App Store account; those identities may not be the same.
Also record favorites, purchased content and recordings separately. A service may sync some categories but keep others only on one device. Treat each category as unverified until you see it on the new device.
Set up the new device without removing the old one
- Check that the new device meets the current App requirements.
- Install the official App from the current store listing.
- Sign in with the exact same App account.
- Connect to a stable network and leave the App open long enough to load the library.
- Navigate to the same course and lesson instead of judging sync from the home screen.
- Compare progress, purchases, favorites and recordings individually.
What if the two devices show different progress?
| Pattern | Check | Avoid |
|---|---|---|
| New device looks like a fresh account | Email spelling and sign-in method | Starting over before checking the account |
| Courses match but one lesson differs | Open that course on both devices and refresh normally | Completing more lessons on both devices |
| Progress appears but purchases do not | Purchase account, receipt and restore option shown in the current App | Buying the same item again |
| Only recordings are missing | Whether recordings are stored locally | Deleting or resetting the old device |
Use one device as the temporary source of truth
Until support confirms the sync behavior, continue the course on the device with the most complete record. Alternating devices while their states disagree may make the support history harder to reconstruct. Do not repeatedly sign out, reinstall or clear App data unless official guidance calls for it.
Separate progress from content access
A lesson can look unavailable for several different reasons. The new device may be signed into another account, a membership may not be recognized, purchased content may need a documented restore step, or the course library may not have finished loading. Compare the lesson title and account status before concluding that the completion record itself was erased.
Use a small audit: open one completed lesson, one in-progress lesson, one favorite and one purchased item on both devices. This sample reveals whether the whole account is different or only one data category is missing.
What should you do before selling or resetting a device?
- Confirm the replacement device shows the required course state.
- Save any recordings or exports through an option that the current App explicitly provides.
- Keep purchase receipts and the account email.
- Ask support about anything still visible only on the old device.
- Sign out and reset the old device only after the migration is verified.
A screenshot proves what was visible but is not a transferable backup. Do not describe it as one.
Send support evidence that can be compared
Provide both device models, operating systems, App versions, the App account email, the affected course/lesson and timestamped screenshots from both devices. State whether purchases, favorites and recordings match. This turns “my progress disappeared” into a specific data comparison.
Frequently asked questions
Does signing into the same account guarantee every item will sync?
No. The current public documentation does not establish that every progress or media category is cloud-synced.
Should you delete the App from the old device?
Not until the new device shows the records you need or support confirms they are recoverable.
Can two learners use device sync as separate profiles?
Do not assume so. Device sync and multiple learner profiles are different capabilities.
