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Larry, welcome to these public User Forums.

Sorry but just too little information!

What version of ATI is involved?  Is it ATI 2019 per this forum?  What build?  17750?

What type of mobile phone?  Android or iPhone?

If Android, what version of the Acronis Backup app is being used?

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Hello Larry,

also make sure you are using the mobile application of Acronis True Image:

If you have downloaded Acronis Backup, you need to delete this app and download Acronis True Image mobile app instead. Acronis Backup is the app for Acronis Backup 12.5 - a business backup solution by Acronis. 

More details in https://kb.acronis.com/content/59581