Samsung Galaxy Z Fold 7 – I can’t restore my Secure Folder backup from Samsung Cloud after service reset. Backup expires !!

[Blade7722]

Hi everyone,
I’m in a serious and time-critical situation and I really hope someone here can help. My Secure Folder backup stored in Samsung Cloud cannot be restored on my Samsung Galaxy Z Fold 7 after a service reset. The backup will be permanently deleted on November 22, so I’m running out of time.

Device:

• Samsung Galaxy Z Fold 7 (SM-F966B)
• Android 16 / One UI 8
• Original device (same phone that created the backup)
• Phone was serviced → system reinstalled → Knox ID changed

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❗ THE ISSUE

My Secure Folder backup IS visible in:

• Samsung Cloud → Restore

• Smart Switch Mobile → Restore from Samsung Cloud

But when I try to restore it, it always fails with this message:

“Error while organizing data – The restore could not be completed.”

On Android 16, the Secure Folder no longer has any Backup/Restore options, so the only restore method is Smart Switch – and Smart Switch cannot process the backup.

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❗ WHAT I TRIED

I have already:

• Reset Secure Folder
• Cleared data and re-initialized it
• Reinstalled Smart Switch
• Logged out/in of Samsung Account
• Tried restoring many times
• Sent diagnostic logs multiple times
• Tried the code *#9900# (does not work on Android 16)
• Samsung Tutor remote support session (no solution)
• Also tried restoring the backup on Android 13 and Android 15 phones → the backup does NOT appear there (likely Knox-linked to my device)

Nothing works.

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❗ IMPORTANT TECHNICAL DETAIL

After the service reset, the Knox token/ID changed, which means:

• the backup is encrypted with the old Knox key

• the current phone cannot decrypt it

• other phones also cannot decrypt it

• Smart Switch fails during the conversion step (“organizing data”)

• Secure Folder developer mode is removed on Android 16

• tapping 10× only opens Knox Enrollment, which asks for a corporate code

So basically, there is no local method left to restore the backup.

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❗ WHAT I NEED (and what Samsung Tier 3 can do)

I need Samsung Engineering Team (Tier 3) to perform a:

✔ Server-side rekeying / conversion

or

✔ Legacy restore unlock for my account + new Knox ID

or

✔ Manual server-triggered restore

This is the ONLY possible way to restore the backup.
Regular support has no access to these tools.

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❗ THE URGENCY

The Secure Folder backup will be permanently deleted on November 22.
After that, it will be gone forever.

I’ve contacted Samsung support multiple times but keep getting basic instructions that don’t apply.

---

🙏 If anyone here has experience with Samsung Cloud / Secure Folder / Knox encryption / Tier 3 escalation, PLEASE help me.

If anyone knows how to contact Samsung Engineering directly or has seen similar cases resolved, I would be extremely grateful.

Thank you so much.

[donuxx22]

Sorry I've got no clue

[Tourbillon De La Vie]

Who has serviced the phone

[Blade7722]

Authorized Samsung service. Before I brought the phone in, I used the temporary cloud backup option that Samsung offers, including the option to back up the Secure Folder. Then I reset the phone. They only replaced the display and returned the device to me, but during the restore everything is recovered except the Secure Folder.

[Tourbillon De La Vie]

Can they help you and escalate the issue through their Samsung contact

[Sonora]

Are you sure the code *#9900# doesn't work on Android 16? I turned off the auto blocker and got this

 

[-Robot-]

I didn't think you can backup secure folders?

[Obsydian]

Like he said, you cant Cloud backup, Samsung ended it ages ago.
Why is everyone using Chat GPT for 📫