Answers to some common questions
  • 1.
    What is HTC Zoe™? Why should I use it?
    HTC Zoe™ is a revolutionary way of capturing memories that is made possible with the new camera optics from HTC. It captures and preserves a moment with high quality video, series of photos, and sound all at the same time, allowing the moment to be relived as if you were just there. Furthermore, with more data being captured, you can also create stunning visual effects that are difficult to do with other cameras or photo editing tools.
    9 People found this helpful
  • 2.
    Why did my home screens change after using Get Started?
    Once you choose to configure your home screens using HTC Get Started, all previous home screen settings are replaced with what was selected on the web.
    1 People found this helpful
  • 3.
    What is sightseeing mode?
    Sightseeing mode allows you to bypass the lock screen, making it faster to take a picture. To put your HTC One in sightseeing mode, simply start the camera. When the screen goes off and you press the power button again, the camera immediately activates and is ready to take a shot instantly. Opening Gallery and viewing of pictures that have been taken would still require you to unlock the screen.
    3 People found this helpful
  • 4.
    How do I program the phone just like a universal remote control?
    Follow the setup steps in the TV app. The TV app can have up to 10 sets of configuration for the remote. Each set of remote consists of the configuration for a certain TV, set-top box, and/or home theater. You can name each set of remote for easier selection.
    3 People found this helpful
  • 5.
    What does the Car application do?
    HTC Car gives you quick access to music, maps, navigation, and phone dialer when you’re on a road trip. It works best with an HTC car kit accessory. Just mount your phone on the HTC car kit and the HTC Car panel automatically opens.
    3 People found this helpful
  • 6.
    Why can’t I find HTC Backup in my HTC One?
    HTC Backup may not be supported in your country at this time. For AT&T customers in the US, you can download HTC Backup from Google Play.
    0 People found this helpful
  • 7.
    I don’t have an HTC Account. Do I have to create one?
    Not necessarily, but to access HTC services, you will need an HTC Account. If you don’t like the prospect of creating a new account, then on our newer devices, we also offer the ability to sign in using your Facebook account. And in China, you can sign in using your Sina Weibo account.
    1 People found this helpful
  • 8.
    Is there PlayStation® certification?
    Yes, the PlayStation certificate will be integrated into HTC Sense 5 devices. Once the certification process is complete, you will be able to download and play PlayStation games.
    1 People found this helpful
  • 9.
    What is HDR? When is it best to use HDR?
    HDR, short for High Dynamic Range, can bring out the details of both the highlights and shadows in your shots. Use HDR when capturing your subject in high contrast lighting, or when shooting in lowlight conditions.
    2 People found this helpful
  • 10.
    Where is the IR transmitter on my HTC One?
    It is built into the Power button.
    2 People found this helpful
  • 11.
    Why can’t I find my phone?
    The phones listed on the HTC Get Started website are those that shipped with the service installed when the phones were first released in a given country. Please note that we do not display those phones that received the service as a part of a software update. For those phones, please follow the instructions on your device.
    0 People found this helpful
  • 12.
    Anything else cool about the camera?
    We have made some of our existing features even better. For example, we were the first to introduce dual shutter buttons on the screen, allowing you to take full size photos while taking videos. We have made continuous shooting even faster so you can capture up to 8 photos in a second just by holding down the shutter button! We have also made HDR video available along with smooth Sweep panorama, which enables you to do a continuous sweep to capture a broad scene.
    3 People found this helpful
  • 13.
    Can I receive phone calls or messages in dual screen mode?
    Yes, you can. Your phone continues to support all phone functions while in dual screen mode.
    0 People found this helpful
  • 14.
    Where does HTC Backup store my phone’s settings?
    HTC Backup uses Dropbox to store your phone’s settings. You will be asked to sign in to or create a Dropbox account when first setting up HTC Backup.
    1 People found this helpful
  • 15.
    How many apps can I select for download to my phone?
    You can choose as many apps as you want, though the more you choose, the longer the download process is going to take. It's also highly recommended that you connect your phone to Wi-Fi to speed up the download and avoid operator data charges.
    1 People found this helpful
  • 16.
    What is Dropbox?
    Dropbox is a popular free service that lets you bring all your important files anywhere. Dropbox helps keep your data safe, and is available when and where you need it.
    0 People found this helpful
  • 17.
    How does Object Removal work?
    Object Removal allows you to remove photobombers from photos cleanly. When this is activated in the photo editor, the software will automatically analyze the photo sequence and let you choose what to remove. Object Removal works with continuous shots and Zoes.
    0 People found this helpful
  • 18.
    Can I make changes to the personalization themes?
    Yes. Just press “Next Step” and you can change whatever you’d like in the steps that follow.
    1 People found this helpful
  • 19.
    How do I download lyrics that I don’t have?
    Once Music Channel is launched, lyrics for local music will be downloaded if they are available on the server.
    1 People found this helpful
  • 20.
    How can I tell HTC Zoe photos apart from regular photos in the Gallery?
    When browsing photos either in albums or events view, or while viewing a full-screen photo, photos that animate are HTC Zoe photos. Tapping an HTC Zoe photo when it’s in full screen shows a timeline control for scrubbing through the captured moment.
    0 People found this helpful
  • 21.
    How does Always Smile work?
    With Always Smile, everyone in the picture will have the best smile even if they have different expressions at the moment of capture. When this is activated in the photo editor, the software will automatically look for and analyze faces in the photo sequence. You can then select each individual faces and scrub through the timeline for the expressions. Always Smile works with continuous shots and Zoes.
    0 People found this helpful
  • 22.
    My TV and AV system are very old, and are probably not supported. How do I get the correct IR codes for them?
    You can set up the remote manually. Follow the step-by-step instructions in “Learn TV remote” and your phone will learn the IR codes of each function.
    0 People found this helpful
  • 23.
    Can the IR be used to control other home appliances like my air conditioning, etc.?
    In the current release, only TVs, set-top boxes, and home theater systems can be controlled.
    1 People found this helpful
  • 24.
    How do I export Zoes? What format will they export to?
    You can save Zoes as JPEG. Scrub to the moment that you wish to save, and then choose to save the frame from the menu. The photo will be saved to Albums. You can also access the HTC Zoe photos and video when accessing via the file system of the phone in the camera folders.
    0 People found this helpful
  • 25.
    Will HTC be liable for displaying porn or violent HTC Share content that users have uploaded? Do you do any content censorship?
    Users agree to terms and conditions that prohibit this. Others can reach out if they find offensive content, and we will assess the content accordingly.
    0 People found this helpful
  • 26.
    What is the zoom ratio of the HTC Ultrapixel Camera?
    In Zoe mode, there is no zooming. In normal capture, up to 4x zoom is supported.
    0 People found this helpful
  • 27.
    How does HTC Backup compare to Google backup?
    HTC Backup is the simplest and most complete way to protect and preserve your personalized HTC phone experience. HTC Backup supports more than 150 settings, and provides manual and automated backup.
    1 People found this helpful
  • 28.
    Why can’t I use “Upload Custom Ringtone”?
    This feature is only available for certain HTC device models, and only available if you’re accessing the web using Google Chrome or Apple Safari. We hope to add more browsers in the future.
    0 People found this helpful
  • 29.
    What’s the HTC Zoe capture size and file format?
    Each Zoe consists of a 3-second 1080p video and up to 20 photos. The 20 photos are the result of 5 photos taken each second starting from -1 second before the shutter press to 3 seconds after the shutter press. The video is saved as an MP4 file with MPEG codec at 24 frames per second and AAC stereo 48Hz sound encoding. Summing all of the above, the total size per captured Zoe sums up to around 25 to 60MB.
    0 People found this helpful
  • 30.
    Is Google backup still supported?
    Yes. You can select between HTC Backup and Google backup in Backup & Reset settings.
    0 People found this helpful
  • 31.
    Do I need to pay to use HTC Backup?
    No. The app is included in the new HTC One. We recommend using Wi-Fi to back up and restore your phone to avoid additional data charges from your mobile operator.
    1 People found this helpful
  • 32.
    Are there any improvements to slow motion?
    Similar to the One X, our camera is still capable of capturing footages with up to 4x slow motion. We have added a slow motion editor which we call Variable Speed Playback so you can further control the speed on different sections of the video. We have also added a mode to allow you to capture videos at 60fps at 720p. More tech savvy enthusiasts can then use this footage to create their own slow motion videos with smooth frame rates.
    0 People found this helpful
  • 33.
    Does YouTube work in dual screen mode?
    No. Only HTC media apps, such as HTC Watch, Gallery (video playback), and Music support dual screen mode.
    2 People found this helpful
  • 34.
    What’s the resolution of Zoes?
    The size is 2688 x 1520, which is higher in resolution than a full HD photo. Zoes can be printed at full resolution of up to 8R or 8”x10”, which is roughly the size of a Time magazine cover.
    0 People found this helpful
  • 35.
    Can the HTC Transfer Tool be used on any old Android phone?
    This depends on the compatibility of the old phone with the HTC Transfer Tool. The client app of the HTC Transfer Tool can be used on phones that are installed with Android version 2.3 (Gingerbread) or later versions.
    0 People found this helpful
  • 36.
    What can I do with an HTC Account?
    By signing up for your HTC Account, you’ll be able to use the HTC services that are available on your phone or on our website. When you create your HTC Account, you just need to provide your email address and password.
    0 People found this helpful
  • 37.
    Where do I find HTC Backup in the new HTC One?
    HTC Backup is presented in the setup wizard that appears when you first turn on HTC One. HTC Backup is also presented in Backup & Reset settings.
    0 People found this helpful
  • 38.
    How do I change the visualizer theme?
    The visualizer theme is selected randomly. When you play the next song, the visualization is changed automatically.
    0 People found this helpful
  • 39.
    What is the difference between HTC Share and other sharing options like Facebook?
    Unlike Facebook or other sharing services, people don't have to pick anything when using HTC Share - it's automatically selected for you. Users also can share Zoes, highlight videos, and regular photos all at once. And by using HTC Share, you can still share links to your experience via Facebook and any other sharing option that your phone supports.
    0 People found this helpful
  • 40.
    Does Zoe work with the front facing camera?
    In the current design, Zoe is not supported in the front facing camera.
    2 People found this helpful
  • 41.
    Can I do video calls on HTC Media Link HD?
    We do not support video call apps at this moment.
    0 People found this helpful
  • 42.
    Why did some apps not restore?
    In some cases, apps may not download correctly. This is usually due to extended network connectivity issues. You will need to download these apps from Google Play Store or another source.
    1 People found this helpful
  • 43.
    What is HTC Share and why should I use it?
    HTC Share is an effortless way to share a series of photos with your friends. When this is selected in the Gallery, it automatically creates a collage of photos, along with a highlight video, that is available on a private website hosted by HTC. Your friends and family will be able to access the visually stunning video and collage across any platform, whether they are on a phone, a tablet, or a personal computer.
    1 People found this helpful
  • 44.
    Is there support for lossless music? Which lossless formats are supported?
    Yes, FLAC and Vorbis are supported.
    3 People found this helpful
  • 45.
    How do you know which photos are important to me?
    HTC Share selects photos based upon your interactions with them. So when you view, zoom, or share a photo, you're telling HTC Share that a photo is more important to you than others.

    You can see the most relevant media from your HTC BlinkFeed tile as well.
    0 People found this helpful
  • 46.
    Does the Car app support reading out notifications and messages when I am driving?
    Yes. To read out notifications and messages, turn this feature on in the Car app’s settings. (Tap Car > Settings, and then select Read out notification).
    0 People found this helpful
  • 47.
    Will Sense TV be able to control our DVR? Can it access On Demand content?
    Yes, you can use it to control your DVR. Sense TV can also access On Demand content. The support for On Demand services depends on the territories and will be extended to more services and countries. Currently, Hulu Plus (US only), Crackle (US only), and HTC Watch (16 countries) are supported. You can browse On Demand content from the landing page, Movies page, or TV Programs page. You can also see Watch On Demand options in the video details page which can link to the details page in the On Demand service app for playback.
    1 People found this helpful
  • 48.
    Why are you forcing me to update my application?
    We want to make sure you have the best possible Get Started experience, and so sometimes to do so we'll need to push an updated version of the software to your phone before you're able to use the service. Just follow the instructions provided on the phone, and when done, you should be good to go.
    0 People found this helpful
  • 49.
    Do I need a data connection for the navigation feature?
    Yes, a data connection is required for navigation features.
    1 People found this helpful
  • 50.
    Do I need to install Dropbox on my phone?
    The Dropbox app is pre-installed on most HTC phones. If Dropbox is not pre-installed on your phone, HTC Backup will present a link to download it from Google Play and lead you through the account creation or sign in process.
    0 People found this helpful
  • 51.
    How do I bring up the list of recent apps?
    When you double-tap the Home button, a list of recently used applications will show onscreen. Each application will show the last screen you were in so you can easily identify which one to go back to. This convenient feature saves time when you’re multi-tasking and looking at info from one app to the other.
    0 People found this helpful
  • 52.
    How do I set my music as ringtone?
    1. Slide the Notifications panel open, and then tap Settings > Personalize. 2. On the Sound tab, tap Sound set. 3. Choose a sound set you want to customize, or create a new one. 4. Change the ringtone, notification sound, or alarm from the Personalize screen.
    0 People found this helpful
  • 53.
    Can I apply effects on Zoes?
    Effects and other photo editing can be done on Zoes after the shot is captured. It cannot be enabled in real time in the camera while taking the shot. This is a better option as the original view is preserved and you can make unlimited edits which are saved as separate files.
    0 People found this helpful
  • 54.
    Where can I find "HTC Share" on my phone?
    You'll find the “Share via“ function in the Gallery app's Events view, Albums view, or full-screen view of a photo.
    0 People found this helpful
  • 55.
    If I sign in with my Facebook account, will HTC have access to any of my personal information?
    Yes, HTC will function in a similar manner to many of the applications that use Facebook Connect authentication. Before you sign in with your Facebook account, you will see a legal statement on the same page. Tap on the Facebook information link and you’ll see the information HTC Account has access to. If you are not comfortable with this, then please do not sign in with Facebook on the HTC Account screen. And at all points, you will be able to control whether or not HTC reaches out to you periodically by email with HTC offers, product information, and newsletters.
    0 People found this helpful
  • 56.
    Can I start DVR recording when I’m away from home?
    No. You can only view the schedules and set reminders for TV programs in the current release of Sense TV.
    0 People found this helpful
  • 57.
    How many faces can the camera detect?
    Basically, this depends on whether faces can be recognized when you’re taking the shot.
    0 People found this helpful
  • 58.
    Why did some settings not restore?
    In some cases, HTC Backup may not be able to download or apply your settings as expected. This is usually due to extended network connectivity issues or to missing or corrupt files in your Dropbox. You will need to configure these settings manually.
    0 People found this helpful
  • 59.
    What other HTC services can I access with my HTC Account?
    Starting from the 2013 release of the HTC One, you’ll be able to use your HTC Account to access all HTC services that are available in your region, including HTC Zoe™ Share, HTC Get Started, and HTC Backup.

    If you purchased your phone in China, other than those services mentioned above, you will also be able to use your HTC Account to access Game Zone and other HTC services in the near future.

    We’re constantly working on new services and expanding the availability for existing ones, and will make them available to HTC Account users when they are ready for launch.
    0 People found this helpful
  • 60.
    How do I take a photo with HDR for best result?
    Set the camera scene to HDR, then just tap the onscreen shutter button. The camera of your HTC phone will take three shots at different exposure levels and combine them into one enhanced photo. It’s best that your subject stay still and your hand is steady when you’re taking photos with HDR.
    1 People found this helpful
  • 61.
    Why do I need to register for an HTC Account to use HTC Share?
    An HTC Account is required to use HTC Share in order to keep track of your shares and storage usage. You can sign in to your existing HTC Account, if you already have one. To create a new account, sign up for a new HTC Account, or simply use your existing Facebook or Sina Weibo login credentials.
    1 People found this helpful
  • 62.
    How do I exit/quit the Car app? Pressing the Home button doesn’t seem to work.
    In HTC One or other phones that use HTC Sense 5.0, an “Exit” button is added to the Car interface. (There was no “Exit” onscreen button on phones with Sense 4+ or earlier version). You can tap “Exit” on the screen or press the Back button to exit/quit the Car app.
    0 People found this helpful
  • 63.
    Can I access or copy the lyrics?
    Lyrics can only be viewed via the Music Channel.
    0 People found this helpful
  • 64.
    How can I delete my HTC Share collection if I share something inappropriate and regret doing so?
    You can reach out to HTC support, and we can remove it for you (without having access to the item itself). We will provide you with a management view on the Web in the weeks after launch.
    0 People found this helpful
  • 65.
    How do I use Get Started?
    Visit http://start.htc.com on your computer web browser, and walk through the steps that follow. Once you have completed the steps, then you should receive instructions on the final screen of the web that walk you through what you need to do on your phone to complete the process.
    0 People found this helpful
  • 66.
    How do you secure my data?
    We use AES 256 bit encryption to encrypt your information.

    While in our system, your data is secured behind multiple firewalls until shortly after it is sent down to your phone (or wiped from our system entirely).

    While in transit, we ensure that your data is transmitted to our servers and to your phone using https communication encryption.
    0 People found this helpful
  • 67.
    Do I need to purchase the apps that I chose to download?
    No, the apps that you see on our website are all free downloads.
    1 People found this helpful
  • 68.
    Why did some items fail?
    In some cases, the items you configure on the website will not properly set on your phone. The most likely reason for this would be if your phone is running a different version of Android or HTC Sense than we assumed when you configured your phone on the web. Another reason for this would be if your data connection dropped during the configuration process. Please try again, and if this still does not work, then we recommend configuring your settings manually on your phone.
    0 People found this helpful
  • 69.
    How do I get an HTC Account?
    You can create an HTC Account either from your HTC phone or the HTC Get Started site.

    • When you turn on and set up your HTC phone for the first time, there’s a screen that allows you to create your HTC Account. Or, go to Settings > Accounts & sync to add and create your HTC Account.

    • When you go to HTC Get Started (start.htc.com) on your computer, follow the instruction to complete the personalization, and then create your HTC Account at the last step.
    0 People found this helpful
  • 70.
    Do I need a data connection for voice commands to work in HTC Car?
    You do not need a data connection for some of the voice commands like “Call”, “Yes” or “No” when accepting or declining an incoming call, “Play” for playing music , “Check new messages”, and “Radio On” for turning on Internet Radio. You only need a data connection for those features which require access to the Internet such as “Find” for finding a location with the HTC Car’s Navigation app and “Listen to” for tuning into a station in Internet Radio.
    0 People found this helpful
  • 71.
    How do you prevent the phone from including the pre-shutter content in the Gallery?
    When viewing Zoes in Gallery, only the video and also the photo that’s captured at the press of the shutter will be shown. Pre-shutter content can only be seen in the photo editor. Tapping Zoes when in full screen will show a timeline control that you can use for scrubbing through the pre-shutter content.
    0 People found this helpful
  • 72.
    How does Sequence Shot work?
    Sequence Shot works with continuous shots and Zoes. When this is activated in the photo editor, the software will automatically analyze the photo sequence and create a single photo that combines all the moving sequences in one frame.
    0 People found this helpful
  • 73.
    Can Sequence Shot, Object Removal, and Always Smile work on ordinary photos?
    Sequence Shot, Object Removal, and Always Smile work specifically with Zoes and continuous shots. It is one of the primary benefits of Zoes. No other camera or smartphone today offers this benefit.
    0 People found this helpful
  • 74.
    Can I create my own highlight video or customize it with transitions, music, and scene duration?
    Video Highlights create professional grade videos with no effort. When in Gallery’s Events view, Video Highlights automatically analyzes the content of the event to create a stunning video. You can then easily export the video as an MP4, upload it to YouTube, or further customize it with themes and re-shuffle/select the content. You no longer need to find a designer or computer expert to create stunning videos when you can do this with a few taps on your phone.
    0 People found this helpful
  • 75.
    How does the HTC Transfer Tool work?
    Your old Android phone needs to have Wi-Fi since the HTC Transfer Tool uses the Wi-Fi connection between your old phone and your new HTC phone to transfer content. Also, your new HTC phone needs to have HTC Sense 5 or later for the transfer to work.
    1 People found this helpful
  • 76.
    What is the range of the IR transmitter?
    The range is up to 7 meters, depending on the reflective surfaces in the room and the sensitivity of the IR receiver.
    0 People found this helpful
  • 77.
    How is it that lyrics are not downloaded for every song in my library?
    Only the lyrics which are available on the server will be shown on Music Channel. Sometimes, the metadata for the song, i.e. artist name or song name, does not match with the data on the server and the server couldn’t find corresponding lyrics.
    0 People found this helpful
  • 78.
    Can I run restore more than once?
    Yes. Reset your phone and start restore again from the setup wizard.
    0 People found this helpful
  • 79.
    Why don't you back up photos, videos, music or documents?
    HTC Backup uses Dropbox to store your phone’s settings. We think Dropbox already does a good job of addressing backup of photos, videos, music and documents. Dropbox includes a Camera Upload feature that backs up photos and videos as you capture them. You should turn on Dropbox’s Camera Upload feature when prompted while first setting up HTC Backup.
    0 People found this helpful
  • 80.
    How much space does HTC Backup use in my Dropbox?
    HTC Backup uses about 10MB for each phone that you back up. It may require more or less space depending on how many settings you have personalized on your phone.
    0 People found this helpful
  • 81.
    Is HTC Backup supported in my country?
    HTC Backup is currently included in the new HTC One in the following countries: Australia, Austria, Canada, China, Denmark, Finland, France, Germany, Hong Kong, Ireland, Japan, Netherlands, Norway, Portugal, Russia, Spain, Sweden, Switzerland, Taiwan, Vietnam, United Kingdom and the United States.
    1 People found this helpful
  • 82.
    How do I change my password?
    On our website (www.htcsense.com), sign in first to your HTC Account. Then click the drop-down arrow at the upper-right corner, click Account settings, and then click Edit to change your password. After changing and confirming your new password, click Save.
    0 People found this helpful
  • 83.
    Why doesn’t the link in the “Reset your HTC Account password” email work? A message tells me that the link has expired.
    There are several use cases that will make the link invalid. For example, for your account’s security, the link will expire in an hour if you don’t click it. Or, the link becomes invalid if your account is deleted or if you change your email address of your account. Please follow the instructions in the message for further action.
    0 People found this helpful
  • 84.
    What types of content can be transferred to the new HTC phone?
    Content that can be transferred include contacts, messages, calendar events, music, photos, videos, bookmark, and some settings.
    0 People found this helpful
  • 85.
    What should I do on my old phone to transfer content?
    You need to install the client app of the HTC Transfer Tool on your old phone. After installing, tap the app to open it and start the transfer.
    0 People found this helpful
  • 86.
    What’s the duration of Zoes?
    "-1 second before and 3 seconds after the shutter press. We have engineered our camera so that it can start capturing moments before you actually press the button!
    0 People found this helpful
  • 87.
    Why don't you back up contacts, messages or some other setting?
    The first release of HTC Backup focuses on apps and the most frequently used personalization settings. We are evaluating other content and settings for future releases.
    0 People found this helpful
  • 88.
    When are you going to add more features like comments, captions etc.?
    We're continuously working on adding new features to HTC Share, and would recommend that you check out regularly for new updates. And if you have specific feature requests, then please send in your feedback!
    0 People found this helpful
  • 89.
    Does HTC Media Link HD work with other devices?
    HTC One is supported at launch. HTC Media Link HD also supports phones with HTC Sense 4 and 4+ like HTC One X, XL, X+, SV, Droid DNA, Butterfly, and J Butterfly. More phones may be supported in the future.
    0 People found this helpful
  • 90.
    Can HTC Media Link HD work without an existing Wi-Fi network?
    Yes. Peer to peer connection from your HTC phone to the HTC Media Link HD is available. Take note that you can also connect via a Wi-Fi network. For optimal performance, we recommend connecting via a 5GHz Wi-Fi network.
    0 People found this helpful
  • 91.
    How do I step through the lyrics when three lines appear on the visualizer?
    There is a button to show the full lyrics on the upper-right side of the screen.
    0 People found this helpful
  • 92.
    Do I need to point the Power button of the HTC One for the remote controller to work?
    Just as with your standard remote control, it is suggested to point the Power button of the HTC One towards the device you want to control.
    0 People found this helpful
  • 93.
    Why did my home screen layout not restore?
    A notification will be displayed when the necessary apps and settings have been restored. Tap the notification to apply the home screen layout.
    0 People found this helpful
  • 94.
    How much storage do I have for my HTC Share?
    Each HTC Account has 250 MB of available online storage. If your HTC Share upload exceeds the online storage limitation, then you'll be prompted on your phone to choose to cancel the upload or to retire the oldest of your previously shared items. We are evaluating ways to increase the amount of available storage.
    0 People found this helpful
  • 95.
    I used to have an HTC Sense account. Can I still use it?
    Yes, your HTC Sense account has now become your new HTC Account.
    0 People found this helpful
  • 96.
    Why don’t you support all of the accounts that I use: Gmail, Facebook, Twitter, etc.?
    We are working with multiple partners to try to support the popular accounts that so many of you use. Unfortunately though, we do not have a timeline that we can share at this point.

    In the interim, for email accounts you can choose to set them up by selecting “Other email.”
    0 People found this helpful
  • 97.
    Why do I have to verify my email address?
    This helps us identify you in our system. If you forgot your password, you can also use your email address to reset your password. And if you opted-in to communications from HTC, then special offers from HTC can also be sent to the email address you provided.
    0 People found this helpful
  • 98.
    Does HTC Backup work on my phone?
    HTC Backup is included in the new HTC One.
    0 People found this helpful
  • 99.
    I have 2 set-top boxes. How do I configure them?
    The TV app can accommodate up to 10 different setting configurations of the remote. Each configuration consists of a TV, set-top box, and/or home theater sound system controllers. You can set up and name each configuration for easy selection: one configuration for the Living Room and one for the Bed Room. In the current release, only one TV service provider can be configured. Support for multiple service providers will be considered for the Maintenance Release.
    0 People found this helpful
  • 100.
    Will my HTC Account be deleted or signed out if I don’t verify my email address?
    No. Starting from the HTC One X series (launched in the first half of 2012), the phone prompts a message with instruction on how to verify your email address. However, your HTC Account as well as the data stored with your account will not be deleted, signed out or purged.
    0 People found this helpful
  • 101.
    Which mail and social network accounts does HTC Backup support?
    HTC Backup backs up and restores Exchange, Hotmail, Flickr, Plurk, LinkedIn, Sync Notes with Evernote, and POP/IMAP accounts.
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  • 102.
    I have been using an HTC Watch account. Can I use it as my HTC Account?
    Yes, you can use your HTC Watch account to sign in to your HTC Account on HTC phones (HTC One series and later phones only). But, you won’t be able to use your HTC Watch account to sign in to our website and access our web services. You’ll need to create a new HTC Account using a different email address to access our website.
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  • 103.
    What’s the difference between having an HTC Account and logging in with my Facebook or Sina Weibo account?
    Basically, there’s no difference between these accounts. You could either sign in to your HTC Account or your Facebook/Sina Weibo account to access HTC services. We simply want to provide more options and flexibility for you to sign in with any of those accounts.
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  • 104.
    How is my data retained and deleted?
    Data entered into HTC Get Started is removed from our systems as soon as our servers receive confirmation from your phone that it received your settings. We wipe all of your data and account information from our system. If you do not send your settings to your phone within 30 days, then we delete all of your data and account information from our system.
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  • 105.
    What if I don’t have Internet access on my old phone?
    If you don’t have Internet capability on your old phone, you can still download the client app through your new HTC phone. First, start the transfer from your new HTC phone so that your old phone can connect to its Wi-Fi hotspot which is shown onscreen in this format: “HTC transfer tool xxxx”. Then follow the instructions on both your new and old phones to download the app.
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  • 106.
    What would happen if I don’t verify my email address?
    Starting from the HTC One X series (launched in the first half of 2012), new devices will include a 90-day grace period when you sign in/up for the very first time. In that grace period, you can use your HTC Account and the HTC services that rely on it for authentication. You will receive a notification message to remind you to verify your email address every 5 days within the grace period. After the grace period, whenever you need to access any service, for example, HTC Backup on newer HTC phones, you will be asked to verify your email address. Follow the instruction on the message you see to verify your email address.
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  • 107.
    What happens if my Dropbox is too full?
    HTC Backup will not be able to back up your phone until you delete some files from your Dropbox or increase your storage capacity. Dropbox offers several ways to increase your storage capacity for free, for example by installing the app on other devices or inviting your friends to join.
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  • 108.
    Which settings does HTC Backup support?
    HTC Backup supports more than 150 settings, including your BlinkFeed categories, Sense TV remotes and viewing preferences, app grid and home screen layouts, wallpaper, alarms, browser bookmarks, personal dictionary, stocks, weather and world clock cities, Wi-Fi networks, and mail and social network accounts.
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  • 109.
    Why is an HTC Share upload valid only for 180 days?
    HTC Share is all about making it as easy as possible to share your amazing experiences. We want your friends, family, and followers to feel like they were with you at the moment they clicked on the HTC Share link and viewed what you shared. And our assumption is that this will almost always happen before the end of the 180 day period.

    If you're looking for storage, then we recommend checking out Dropbox, Google Drive, or another cloud-based solution. And keep in mind that no items shared via HTC Share are ever deleted from your phone by the service.
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  • 110.
    Can I share video(s) via HTC Share?
    HTC Share allows you to share the video created by Video Highlights, but not the videos you've captured with your phone's camera.
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  • 111.
    Should my friends need to register for an HTC Account to see my shared memories?
    No, your friends simply need to click the link that you shared. HTC Account is not required on their side.
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  • 112.
    How fast is the HTC Transfer Tool when moving data?
    It will take around 1 minute to move 100MB of data. It may take longer if your Wi-Fi signal gets weaker.
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  • 113.
    How do I delete my HTC Account?
    On our website (www.htcsense.com), sign in first to your HTC Account. Then click the drop-down arrow at the upper-right corner, click Account settings, and then click Delete Account.

    You’ll then see the account termination dialog box. Please read the termination details and statement carefully, then follow the instructions in the dialog box if you’re certain you want to delete your HTC Account.
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  • 114.
    How can I set a picture as my wallpaper?
    1. Slide the Notifications panel open, and then tap Settings > Personalize.
    2. On the Display tab, tap Wallpaper.
    3. Tap Gallery and choose from your photos. Or choose from HTC wallpapers.
    4. Tap Save or Apply.
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  • 115.
    What should I do if I didn’t receive (or couldn’t find) the reset password email?
    Using your computer web browser, go to our website (www.htcsense.com) and resend another email. Just click Sign in > Sign in with HTC Account, then click Forgot your password, and follow the instructions.
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  • 116.
    Why can't I sign in to my HTC Account on my phone or computer?
    Make sure you’re using the correct email address and password when signing in to your HTC Account. Your HTC Account is the email address that you used during account registration. Password is also case sensitive.

    If you are using devices prior to the HTC One series, make sure you have verified your HTC Account email address before signing in on your phone.

    Please note that there are times when our system is temporarily unavailable. Please wait a few minutes before trying to sign in again. Don’t worry though, even if you can’t sign in right now, your account information and data are safe.
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  • 117.
    Can an HTC One phone connect to multiple HTC Media Link HD devices?
    Yes. All available HTC Media Link HD devices will appear as a list, and you can choose which one to connect to.
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  • 118.
    Can I control connections to my HTC Media Link HD?
    For HTC Media Link HD with firmware version 2.99.789.11 and later, after the initial phone connects to HTC Media Link HD, entering a pin code is required for the subsequent phones to connect to the device. The PIN code is generated by HTC Media Link HD and is shown on the TV.
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  • 119.
    What's the advantage of HTC Share?
    HTC Share is all about effortless sharing of your amazing experiences to friends, family, and your social sites. Not just regular photos, but also your Zoes and highlight videos.
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  • 120.
    I really like the visualizer. Can I export or share it along with my music to my friends?
    The music visualizer is built-in on phones that use HTC Sense 5. In the current release, music visualizer streaming to the TV via the HTC Media Link HD is not supported.
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  • 121.
    How is my data retained and deleted?
    Your settings are stored in an Apps > HTC Backup folder in your Dropbox until you delete them.
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  • 122.
    Can I export my HTC Share uploads to my computer or cloud storage?
    Not easily, though you do have options. Both you and your recipients are given the option to download individual items from the HTC Share webpage. It would be much easier to take the media items on your phone and simply use your phone to sync with your computer or upload to the cloud.
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  • 123.
    What’s the HTC Transfer Tool?
    The HTC Transfer Tool helps you to transfer content from your old Android phone to your new HTC phone with just a few simple steps. It can save you a lot of time to set up your new HTC phone.
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  • 124.
    I received an email from HTCSense.com about my HTC Watch account, but I can’t use this account to sign in to your website. Why is that?
    HTC Watch accounts are mainly intended for making video purchases or rentals from our HTC Watch service.

    You can use the same HTC Watch account to sign in to your HTC Account on HTC phones (HTC One series and later phones only), but not to sign in to our website. You’ll need to create a new HTC Account using a different email address to access our website.
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  • 125.
    How do you secure my data?
    We use SSL and AES-256 bit encryption to encrypt your information. On backup, settings are encrypted on the phone and uploaded over an https connection. On restore, settings are downloaded over an https connection and then decrypted on the phone before being written to the appropriate system database. An HTC account, a Dropbox account and a supported HTC device are required to access the settings stored in the cloud.
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  • 126.
    I forgot my HTC Account password. Can I reset it?
    Yes. On your computer, open your web browser and go to our website (www.htcsense.com). On the upper-right corner, click Sign in > Sign in with HTC Account, and then click the Forgot your password link in the drop-down box. Follow the instructions to reset your password.

    Or, go to Settings > Accounts & sync on your phone. Tap Add > HTC Account > Sign in with my HTC Account > Reset password, and follow the instruction to reset your password.
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  • 127.
    Why didn’t the code on my phone work on the web?
    The pair code you saw on your phone screen is valid for 30 minutes only, after which it expires for security purposes.

    To generate a new code, please tap the refresh icon next to the pair code field on your mobile phone.
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  • 128.
    How do I know if my data is transferred to the right phone?
    There’s a four-digit pin code shown onscreen that’s used to connect your old and new phones through Wi-Fi. Please make sure the pin code on both phones matches before starting the transfer.
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  • 129.
    Does HTC Get Started work on my phone?
    HTC Get Started is only currently available on the devices listed in the device selection page on the website. If your model is not listed, then it is currently not supported.
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  • 130.
    Why can’t I find my country on the HTC Get Started website?
    The countries listed on the HTC Get Started website are those where supported phones are available and we have legal Terms and Conditions. If you don’t see your country, but you know that the service works on your phone, then unfortunately it’s because we don’t yet have HTC Terms and Conditions available.
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  • 131.
    I finished on the web - how do I get my settings down to my phone?
    If you haven't turned on your phone yet, then when you do, you'll be prompted in the phone's Setup Wizard.  On some phone models running a newer version of the service, you'll be prompted to select how you want to set up your phone. Please select “Restore, transfer, or import content,” and then select “Apply HTC Get Started setup”  On some phone models running an older version, you'll be prompted to "Apply settings from the web." Just tap the button, and you'll be on your way. If you are already using your phone, and have already signed into your HTC Account, then you should have received an Android notification to "Apply your phone settings," which when tapped, will kick-off the configuration process.

    If you are already using your phone, but are not yet logged into your HTC Account, then you'll need to do so to complete the process:  Tap the All apps button at the bottom center of the Home screen.  Tap the Settings icon.  Select Accounts & sync.  Tap the Add "+" button at the top right.  Select HTC Account.  Sign in using the same credentials you used on the web.  Tap the "Apply your phone settings" notification when delivered to your phone a few moments after signing in.

    Please visit our Help if any of the steps listed above did not work for you.
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  • 132.
    What if I didn't receive the "Apply your phone settings" notification?
    First, you'll want to confirm that you have a data connection on your phone.

    Once confirmed, if you're still on the final screen of the Get Started web experience, then you'll have the option to click the Resend button in order to resend the notification to your phone.

    If you're no longer on the web, then you can pull down the configuration from your phone by following these steps:  On some phone models running a newer version of the service: o Tap the All apps button at the bottom center of the Home screen. o Tap the Setup icon in the apps menu or the Tools folder o On the first screen, select “Restore, transfer, or import content” and on the next screen, select “Apply HTC Get Started setup” o Follow the on-device instructions.

     On some phone models running an older version of the service: o Tap the All apps button at the bottom center of the Home screen. o Tap the Setup icon. o Skip through the steps until you see the "Fast and easy setup" screen. o Tap Apply Settings o Follow the on-device instructions.

    Please visit our Help if any of the steps listed above did not work for you.
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  • 133.
    Can I sign back in on the web and edit my Get Started settings?
    No, though we plan to offer support for this in the future. For now, if you need to edit your saved Get Started settings, then you'll need to start the web process all over again.
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  • 134.
    Can I share my personalization with others?
    This is coming soon.
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  • 135.
    Why is there a folder created on my home screen after I applied the settings to my phone?
    If you selected a theme from our website, the apps that are preselected for the theme will be grouped in a folder on your home screen.

    The folder will be created on old phone only.
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  • 136.
    I have an existing HTC Account. What will happen to that account if I sign in with my Facebook or Sina Weibo account?
    Your old HTC Account will still work just like before. The data stored with your account will not be deleted or purged even if you haven’t signed in for a long while. Your old HTC Account is treated as a separate account from your Facebook or Sina Weibo account.
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  • 137.
    I have an existing HTC Account. Can I associate it with my Facebook or Sina Weibo account?
    Unfortunately, we do not provide such association at this moment. Signing in with your HTC Account will be recognized as a different account with your Facebook or Sina Weibo account.
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  • 138.
    Does HTC Backup merge data and settings with what's already on my phone?
    HTC Backup is designed to make your new HTC phone just like your old HTC phone, so with only a couple of exceptions (e.g. personal dictionary) it over-writes data and settings on your new phone.
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  • 139.
    What should I do if I didn’t receive (or couldn’t find) the verification email?
    Sign in to our website (www.htcsense.com) first. When the Email Verification message appears in the banner of our landing page, click the Resend verification email link.
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  • 140.
    What do I do if I forgot the answer to my security question?
    If you can’t remember the answer, go to our website (www.htcsense.com), click Sign in > Sign in with HTC Account, and then click Forgot your password. This will allow you to reset your password using just your email address.
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  • 141.
    Can I restore my apps and settings to a phone that's different from the one I backed up on?
    Yes. You can restore to a different HTC One or to another HTC phone model with Sense 5 or higher.
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  • 142.
    How do I get back the HTC Share uploads that have expired?
    Although an HTC Share link has expired, please remember that this does not mean that the items on your phone have been deleted. As such, if an online HTC Share link is inactive, then the best way is to reupload the content in order to share with friends and family.
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  • 143.
    How do I report offensive or infringing HTC Share content that were shared to me?
    If you believe that an item within an HTC Share webpage violates the HTC Terms and Conditions (link), please pontact HTC customer service by email or phone, and we'll look into the issue you reported and evaluate how best to address it. Please contact us via www.htc.com for help. Or you can find your local HTC contact information from the following link: http://www.htc.com/www/contact/phone/
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  • 144.
    What phones support HTC Share? Can I get it on my phone?
    HTC Share is available on phones that are shipping with HTC Sense 5.0 in supported countries. You may find HTC Share in the Gallery app when you tap the Share button from Events view, Albums view, or full-screen view of a photo if your HTC phone suppots this feature. Most of the newly released HTC phones will support this feature, but this still depends on the various phone models, as well as countries.
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  • 145.
    What is the range of the connection between the phone and HTC Media Link HD?
    The range is determined by the Wi-Fi coverage. Take note that the connection becomes slower as the Wi-Fi signal gets weaker.
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  • 146.
    Can I change and use a different email address to sign in to my HTC Account?
    Yes. Go to www.htcsense.com and sign in first to your HTC Account. Then click the drop-down arrow at the upper-right corner, click Account settings, and then click Edit to change your email address. After changing, click Save. Please note that you’ll need to verify your new HTC Account email address in order to edit your HTC Account profile or access all HTC services for good.
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  • 147.
    If I sign in with my Sina Weibo account, will HTC have access to any of my personal information?
    Yes. After you sign in with your Sina Weibo account, HTC will have access to your Sina Weibo user ID, email address or phone number, gender, name, country and the language you use. If you are not comfortable with this, then please do not sign in with your Sina Weibo account on the HTC Account screen. And at all points, you will be able to control whether or not HTC reaches out to you periodically by email with HTC offers, product information, and newsletters.
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  • 148.
    Does having an HTC Account mean that you’ll spam me with emails?
    No. You’ll be asked whether to receive promotion email when you create an HTC Account or when you first sign in to your Facebook or Sina Weibo account.

    You could always go to Settings > Accounts & sync on your phone, tap HTC Account > HTC Communication (or HTC News starting from the HTC One X series; HTC newsletter from legacy devices) to subscribe or unsubscribe the promotion email.

    Or, on our website (www.htcsense.com), sign in first to your HTC Account. Then click the drop-down arrow at the upper-right corner, click Account settings, and then click Edit to subscribe or unsubscribe the HTC Communication. Click Save once it is done. Please note that you’ll have to verify your email address before editing your profile on our website.
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  • 149.
    Why did I receive a "settings not found" notification?
    This could have occurred due to any number of reasons: -You did not save your web settings prior to exiting the site. -You saved your configuration using a different set of HTC Account credentials than you are inputting on your phone. -You previously applied your settings to your phone. -You did not send your settings down to your phone within the required time frame.

    Please note that we will automatically wipe your settings from our system shortly after you send your configuration down to your phone, or 30 days after you save your configuration file whichever comes soonest.
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  • 150.
    Where can I get the HTC Transfer Tool app?
    Please download the app from Google Play Store. Search for “HTC Transfer Tool”, or use the QR code we provided if you have a QR code reader on your old phone.
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  • 151.
    What should I do on my new phone to receive the transfer?
    There are two ways you can do. When you first turn on your new phone, walk through the on-device setup and tap Restore, transfer, or import content > Transfer from old phone. Or if you’re already using your new phone, go to Settings, tap Transfer content, and then select HTC Android phone or Other Android phone.
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  • 152.
    Do I need to pay to use the Get Started service on the website?
    This service is free, but keep in mind that because Get Started uses a wireless data connection to deliver your settings down to your phone, you may be subject to data charges from your mobile operator. As such, we recommend using Wi-Fi on your phone to retrieve your Get Started settings.
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  • 153.
    Can I apply my web settings to a phone that's different from what I configured online?
    No, the settings can only be applied to the same phone model that you configured on the web.

    Also, if you are using the same phone model that has a different Android version or HTC Sense version, then some of your settings may not work, but we'll try our best to get the settings applied to your phone.
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  • 154.
    Why is the Account settings option grayed out on the website? Nothing happens when I click on it.
    For security reasons, the Account settings will only be available after you’ve verified the email address that you’re using for your HTC Account.
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  • 155.
    What’s the security question and answer used for?
    The security question and answer provide a second level of security for your account.

    One of the ways to protect accounts from unauthorized access is by verifying your account information, such as your email address and security question. Without verification, HTC support cannot help you with your account. When you request a new password or need technical support, HTC will usually ask you for the answer to your security question for verification that you are who you say you are.
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  • 156.
    How do I verify my email address?
    You’ll receive a verification email right after you register for your HTC Account. A new verification email will also be sent when you change your email address in your profile. To verify your HTC Account, just click the link in the email, or copy and paste the URL to your web browser.
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  • 157.
    Can multiple HTC One phones connect to the same HTC Media Link HD device?
    Yes, multiple phones can connect to one HTC Media Link HD. But at any single instance, only a single phone can be connected with it. A new connection can be set up with a second phone once HTC Media Link HD is no longer connected to the first phone.
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