Select Your Device
Apple® iPhone® 6
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Verizon Cloud FAQs

[FAQs]

General Information
  1. What is Verizon Cloud?

    Verizon Cloud is a service that offers secure cloud storage to wirelessly back up and sync the content on your mobile device.

    You can use Verizon Cloud to sync content between your phone, tablet, computer and other devices. It ensures your content is available virtually anywhere you want to access or manage it. If your device is ever damaged, lost or stolen, you don't have to worry about losing your contacts or files. Watch a video about Verizon Cloud to learn more.

    Verizon Cloud can back up and sync your:

    • Contacts
    • Pictures
    • Videos
    • Music
    • Documents
    • Text and multimedia messages
    • Call logs*


    *Call logs are Customer Proprietary Network Information (CPNI) and are subject to the Verizon Wireless Privacy Principles, which are available at http://www22.verizon.com/about/privacy/.

    Get Verizon Cloud now.



  2. Is there any type of content that I shouldn't store on Verizon Cloud?

    Verizon Cloud and Backup Assistant PlusSM are not designed for secure transmission or storage of personal healthcare information. Therefore, they must not be used to store or transmit Protected Health Information (PHI) as defined in the Health Insurance Portability and Accountability Act of 1996 and the Health Information Technology for Economic and Clinical Health Act of 2009 and accompanying regulations (collectively, "HIPAA"). If your business is a Covered Entity or Business Associate as defined by HIPAA, or if your business otherwise does not want its users to save content other than contacts to these services, you must block these services. To do so, follow the instructions below.

    You can block Verizon Cloud and Backup Assistant Plus for individual lines on your business account by accessing My Business, (or MyVerizon for customers without a business contract) and selecting "Block Verizon Cloud." You can also contact your Global Enterprise Advisor. Please note that applying the block will restrict users of Verizon Cloud and Backup Assistant Plus from accessing and storing any content except contacts.



  3. How can I access my content in Verizon Cloud?

    There are several ways you can access your content in Verizon Cloud:

    • Most Androidâ„¢ smartphones & tablets*
    • iOS devices (including iPhone® and iPad®)
    • The Verizon Cloud desktop application for your computer or laptop
    • My Verizon on a computer (Windows®, Mac® or Linux®) with an Internet connection


    *To check if your device is supported, see our list of supported devices at VerizonWireless.com/cloud.

    Note: Some content may not be supported for transfer or download to certain smartphone operating systems.



  4. Is Verizon Cloud compatible with my phone, tablet or computer?

    Verizon Cloud is compatible with:

    • Most Android smartphones and tablets*
    • All iOS devices (including iPhone and iPad)
    • Your computer through:
      • The Verizon Cloud desktop application
      • My Verizon (on Windows, Mac or Linux)


    Note: Some content may not be supported for transfer or download to certain smartphone operating systems.



  5. How much does Verizon Cloud cost?

    There's a variety of Verizon Cloud storage plans available, including a free 5 GB option. If you need additional storage, you can get up to 250 GB for a monthly fee. Visit VerizonWireless.com/cloud for pricing details.

    If you already subscribe to Backup Assistant Plus, you'll continue to pay the same monthly rate when you switch to Verizon Cloud. If you're currently subscribed to the free Backup Assistant Plus option (500 MB of storage), upgrade to Verizon Cloud and you'll get 5 GB of free storage when you download and install the Verizon Cloud app on your Android or iOS device. For lines on The Verizon Plan that switched from The MORE Everything® Plan and those already on The MORE Everything Plan, 25 GB of Verizon Cloud storage is included*. If you're adding a new line on The Verizon Plan, you'll get 5 GB of free storage.

    You can upgrade from the Verizon Cloud app or add the feature from the Products & Apps page in My Verizon.

    *Qualifying customers will see a monthly $2.99 credit on their bill.



  6. How much storage do I get with Verizon Cloud?

    Verizon Cloud comes with 5 GB of free storage when you download and install the Verizon Cloud app on your device. For a monthly fee, you can purchase up to 250 GB of additional cloud storage. Visit VerizonWireless.com/cloud for more details on our available storage plans.

    For lines on The Verizon Plan that switched from The MORE Everything Plan and lines currently on The MORE Everything Plan, 25 GB of Verizon Cloud storage is included*. When you add a new line on The Verizon Plan you can get 5 GB free storage.

    You can upgrade from the Verizon Cloud app or add the feature from the Products & Apps page in My Verizon.

    *Qualifying customers will see a monthly $2.99 credit on their bill.



  7. How do I get Verizon Cloud on my phone, tablet or computer?

    The steps to get Verizon Cloud vary based on the type of device you're using:

    • Android (includes smartphones and tablets) - Verizon Cloud may already be on your device. Open the App list on your device and look for Verizon Cloud. If you don't see it, search for and download it from Google Play™ Store. You may also get an app upgrade notification for Backup Assistant Plus, if that service is on your device.

      Note: If Verizon Cloud doesn't come up in the search results, your device may not be compatible. See our list of supported devices at VerizonWireless.com/cloud.

    • iOS (includes iPhone and iPad) - Search for and download the Verizon Cloud app from the Apple® App StoreSM. If you currently use Backup Assistant Plus on your iOS device, you'll need to uninstall the Backup Assistant Plus app and install Verizon Cloud instead.

    • Computer (includes Windows, Mac or Linux) - To download the Verizon Cloud app to your computer, visit the Desktop Apps Verizon Cloud page and select the version for your computer's operating system.

    • On the Web - Once you've activated Verizon Cloud on your mobile device, you can access your cloud content online from your web browser. Go to VerizonWireless.com/cloud and scroll down to click Manage Your Content.


  8. What happens to my content in Backup Assistant or Backup Assistant Plus when I upgrade to Verizon Cloud?

    If you currently use Backup Assistant or Backup Assistant Plus, all your backed up content, including contacts, photos, music and documents, will automatically transfer when you activate Verizon Cloud. Plus, you'll be able to use the additional features that Verizon Cloud offers.



  9. Am I eligible to subscribe to Verizon Cloud?

    If you have an active Verizon Wireless account, you're eligible to subscribe to Verizon Cloud, regardless of the type of mobile device you have. Verizon Cloud offers a wide variety of ways to access the content you have stored in the cloud (e.g., computer, mobile phone, tablet and web browser).

    However, to get the 5 GB free storage, you'll need to download the app to a compatible Android or iOS device. To check if your device is supported, see our list of supported devices at VerizonWireless.com/cloud.

    For lines on The Verizon Plan that switched from The MORE Everything Plan and lines currently on The MORE Everything Plan, 25 GB of Verizon Cloud storage is included*. When you add a new line on The Verizon Plan you can get 5 GB free storage.

    You can upgrade from the Verizon Cloud app or add the feature from the Products & Apps page in My Verizon.

    *Qualifying customers will see a monthly $2.99 credit on their bill.



  10. Why are some apps called V CAST Media Manager, Backup Assistant and/or Backup Assistant Plus instead of Verizon Cloud?

    Some devices weren't able to access Verizon Cloud when it was first created, so there were a variety of other options to back up your data. However, most of the devices with the older apps are now eligible to upgrade to the latest version of Verizon Cloud.

    If you have V CAST Media Manager, Backup Assistant or the Backup Assistant Plus app on your device, follow the instructions below for the type of device you have:

    • Android (smartphone or tablet) -- Download and install the latest of the Verizon Cloud app from the Google Play Store if your device is compatible with Verizon Cloud. Verizon Cloud will automatically replace the older app on your device.

    • iOS (iPhone or iPad) -- Download and install the latest Verizon Cloud app from Apple App Store. After installing Verizon Cloud, you'll need to uninstall the old Backup Assistant Plus app.

    • Computer -- Download and install Verizon Cloud for your computer. Verizon Cloud will automatically replace the older app on your computer.

    • Basic phone -- Verizon Cloud isn't currently accessible from a basic phone, so continue using Backup Assistant. If you set up Verizon Cloud to sync supported content on your computer or tablet, your basic phone will sync contacts with the cloud through Backup Assistant. But it won't sync any other types of content.

    Content you upload using the original apps for computer, tablet, netbook, web and phone will transfer to Verizon Cloud.



Using Verizon Cloud
  1. When I sign in to Verizon Cloud, do I use the same sign-in information as My Verizon?

    Yes. When you're required to sign in to Verizon Cloud, use the same sign-in credentials you use to sign in to My Verizon. If you change your My Verizon credentials, you'll need to sign in to Verizon Cloud with the new credentials.



  2. How do I back up and sync my contacts using Verizon Cloud?

    When you open the Verizon Cloud app for the first time on your mobile device, you'll go through a setup process. After that process is complete, your contacts will automatically sync at a regularly scheduled time. If you're using an Android device, your Google contacts will also sync with Verizon Cloud. The Verizon Cloud app will provide confirmation that the contacts are being synced.

    For step-by-step visual instructions on using Verizon Cloud with your device, go to our Simulator Index page and select your device from the list (if available). A simulator for your device will open. Look for the Verizon Cloud section in the simulator for assistance.

    If you think your contacts aren't being synced by Verizon Cloud, go to the Settings menu of the Verizon Cloud app and make sure that the Contacts box is checked under the "What to back up" option. By doing this, you've successfully activated contacts sync from Verizon Cloud.

    If you upgrade or switch to a different device, your contacts will transfer over with all your other Verizon Cloud content.



  3. How do I sync my videos to Verizon Cloud on an Apple device?

    In order to create the best Verizon Cloud experience, videos aren't automatically set to be backed up on iOS.

    To activate automatic video backup on Verizon Cloud for iOS:

    1. Go to the Settings menu of the Verizon Cloud app.
    2. Check the box for Videos on the Backup Settings screen.

    You've successfully activated automatic video backup. The videos on your device will be backed up the next time Verizon Cloud syncs.



  4. How do I manage my text messages and call logs in Verizon Cloud?

    If you're on a device that supports the syncing of text messages and call logs to Verizon Cloud, you won't be able to access that content using the app itself. Instead, you can manage what's in the Cloud from the standard text messaging and calling apps on your device. For example, deleting a text message from the messaging app will also delete the message from Verizon Cloud.

    Note: Disabling the sync of text messages or call logs can result in differences between what's on your device and what's in your cloud storage.



  5. How many of my text messages will sync to Verizon Cloud?

    When you first sync your device with Verizon Cloud, all text messages from the last 90 days will sync to the cloud. From that time, all new text messages sent or received on your device will also sync to the cloud.

    When you switch to a new device, all your text messages that are saved in Verizon Cloud will restore to your new device.

    Notes:

    • The first time you sync to Verizon Cloud may take a long time, depending on how many text messages and how much other content you have to sync. The first sync should always be done over Wi-Fi and with your device connected to a wall charger.

    • When you delete a text or multimedia message from your phone, it will also be deleted from the cloud.


  6. When I delete something from my phone or tablet, will it still be saved in Verizon Cloud?

    It depends. Many items aren't deleted from the cloud when you delete them from your device, but some are.

    The following lists show what will be saved and what will be deleted in the cloud if you delete it on your device.

    • Remain saved in the cloud:
      • Pictures
      • Videos
      • Songs
      • Documents
         
    • Will be deleted from the cloud:
      • Contacts
      • Text and multimedia messages
      • Call logs


  7. How do I get contacts I backed up to Verizon Cloud on to my new phone?

    Before completing this action, make sure your contacts in the cloud are up to date. You may want to perform another backup to the cloud from your old phone, if you can.

    To sync your contacts from the cloud to your new phone:

    1. Open the Verizon Cloud app from your new phone's App menu.

      Note: If Verizon Cloud isn't listed in your App menu, you'll need to download the Verizon Cloud app to your new phone.

    2. Tap Get Started.

    3. Select the types of files you want restored to your new phone from the cloud.

      Note: This initial sync could take a long time, depending on how much content you select. We recommend you connect your phone to Wi-Fi and plug it into the wall charger until this process is complete.

    4. Tap OK.

    You've successfully synced your content from the cloud to your new phone.



  8. How do I download content from Verizon Cloud to my phone or tablet?

    To download content from your cloud storage:

    1. Open the Verizon Cloud app on your mobile device.

    2. Select the content type (e.g., music, pictures, videos, documents) you'd like to download.

    3. Locate the file you want to download, and then touch and hold the file name to select it.

      Note: If you're using an Apple device, you'll have to tap the Edit button on the top right of the screen, and then tap the file you'd like to download.

    4. From the available Menu options, tap Download.

    You've successfully downloaded content from the cloud to your device.

    For step-by-step visual instructions for using Verizon Cloud with your device, go to our Simulator Index page and select your device from the list (if available). A simulator for your device will open. Look for the Verizon Cloud section in the simulator for assistance.



  9. How do I know if content on my phone is stored in my Verizon Cloud account?

    Verizon Cloud automatically uploads all the data for each content type you've set it to sync (pictures, videos, etc.). As long as you choose to sync a content type and have room in your account to store it, everything you have on your mobile device will be uploaded to Verizon Cloud.



  10. How much does it cost to upload or download a file on my phone or tablet with the Verizon Cloud app?

    Syncing over Wi-Fi - If you keep Verizon Cloud in "Wi-Fi only" mode and always use Wi-Fi when syncing or streaming content, you won't be charged for data usage.

    Syncing over the network using data - If your device isn't connected to a Wi-Fi network, data charges may apply when uploading, downloading or streaming a file with the Verizon Cloud app, and you'll be charged according to your data plan.



  11. How do I upload to Verizon Cloud from my basic phone?

    You can upload pictures and videos to your Verizon Cloud account directly from your basic phone.

    To do this, use the same To Online Album or To PIX Place option you used with the Multimedia Messaging / PIX Place Online Album:

    1. Select the picture or video you want to upload.
    2. Select Options.
    3. Scroll down and select To PIX Place or To Online Album.

    You've successfully uploaded your picture or video to Verizon Cloud.



  12. I don't see some of my files in the cloud. Does Verizon Cloud back up from certain locations on my phone or tablet?

    Yes, Verizon Cloud backs up from multiple locations depending on the device type.

    Content Type Stored Location on Device
    Contacts Phone or Contacts app
    Messages1 Messaging, Messages or Text app
    Call Logs1 Call History or Recent tab in the Phone app
    Photos and Videos Android (both internal + external removable memory)
    • Root folder3
    • DCIM and sub-folders
    • Pictures and sub-folders
    • SD_VIDEO folder in the Casio Commando 4G

    iOS:
    • Camera Roll and Videos in the Photos app
    Music2 Android (both internal and external removable memory)
    • Root folder
    • Music and sub-folders
    Documents2 Microsoft® Office documents (PDF, PPT, PPTX, DOC, DOCX, XLS and XLSX) located anywhere on the device will be backed up


    1 Messages and call logs can't be backed up from or restored to iOS devices.

    2 Music and documents stored on Verizon Cloud can be streamed and accessed by using the Verizon Cloud app on iOS devices, but music and documents can't be backed up from or downloaded to iOS devices.

    3 Root on a smartphone or tablet is equivalent to a C: drive on a computer; it's the highest folder level.



  13. I downloaded photos, videos, songs, files or documents from Verizon Cloud. Where are they on my phone or tablet?

    Verizon Cloud stores downloaded content in multiple locations depending on the device type.

    Content Type Stored Location on Device
    Contacts Phone or Contacts app
    Messages1 Messaging, Messages or Text app
    Call Logs1 Call History or Recent tab in the Phone app
    Photos and Videos Android: Downloaded photos and videos will appear under the Downloads album under Gallery; the downloaded files will be stored physically under the /Vault/Downloads/ directory in the device's memory


    iOS: Downloaded photos and videos will appear in the Camera Roll album in the Photos app

    Music2 Downloaded songs will appear in the Music Player or Music apps (not the Play Music menu)

    (The downloaded files will be stored physically under the /Vault/Downloads/ directory in the device's memory)
    Documents2 The downloaded files will be stored physically under the /Vault/Downloads/ directory in the device's memory


    1 Messages and call logs can't be backed up from or restored to iOS devices.

    2 Music and documents stored on Verizon Cloud can be streamed and accessed by using the Verizon Cloud app on iOS devices, but music and documents can't be backed up from or downloaded to iOS devices.



  14. Can I use the Verizon Cloud desktop application on my computer to upload a file to my online storage?

    Yes, the Verizon Cloud desktop application can connect to the same storage that your mobile app uses.

    To connect your desktop application to your online storage:

    1. From your computer, download and install the Verizon Cloud desktop application.

    2. Open the Verizon Cloud desktop application.

    3. Click Cloud on the left.

    4. Enter your mobile number and My Verizon password to sign in to your cloud storage.


    You can then drag and drop files from other sources on the left (e.g., Local Media Content, Facebook®, your connected phone, etc.) to upload files to Verizon Cloud.



  15. Can I upload a file from my computer and then play or download that file on my phone with Verizon Cloud?

    Yes, as long as the file format is supported by Verizon Cloud, you should be able to play or view the file. If the file format isn't supported, you can still download the file to your mobile device but you won't be able to play or view it.



  16. Can I set the Verizon Cloud desktop application on my computer to automatically back up content?

    Yes, the Verizon Cloud desktop application supports automatic backups to your online storage.

    To set up automatic backups, use the wizard that automatically launches when you open the application for the first time. It will scan your computer (for the specified folders only) and back up any relevant content to your cloud storage. Any files that you add to the specific backup folders will be automatically backed up as well.

    Note: You can manually open the wizard by clicking Cloud on the menu and then clicking Setup Wizard.

    Alternatively, to configure your desktop application to backup automatically:

    1. From the menu, click Preferences.

    2. Click Backup settings.

    3. Set up your automatic backup preferences (including the content types and folders to back up). Ensure the Enable Backup box is checked, otherwise daily backups won't run.

    You've successfully set up automatic backups.



  17. What media file formats does Verizon Cloud support?

    Verizon Cloud supports each of the major media content types, including photos, videos, music and documents. Within each content type, the service supports a wide range of formats, including the following:

    Audio Formats AAC, AC-3, AMR-NB, AMR-WB, AMV IMA ADPCM, DV Audio, MPEG Audio Layer 2, MPEG Audio Layer 3, WavPack, WMA v1/v2
    Video Formats DV, Flash Screen Video, FLV, H.261, H.263 (+), MPEG-1, MPEG-2, MPEG-4, RealVideo 1.0, RealVideo 2.0, RealVideo 4.0, WMV7, WMV8
    Photo Formats JPG, JPEG, BMP, GIF, PNG, TIFF
    Document Formats DOC, DOCX, XLS, XLSX, PPT, PPTX, PPS, PDF, TXT, RTF, DOT, HTML, HTM, XM


  18. Can I create albums or playlists using Verizon Cloud?

    Yes, you can use the mobile app, desktop application on your computer or web interface to create and manage albums and playlists.

    To create an album or playlist:

    1. Select a photo or song.
    2. Select the option to create an album or playlist.
    3. Once a playlist or album is created, you can add more songs or photos.


    You've successfully created an album or playlist. You also can upload an album, playlist or folder saved on your computer.



  19. Can I change the default location in which downloads from Verizon Cloud are saved on my phone?

    If your phone supports both internal and external memory, you can select one or the other as the default download location.



  20. If I get a new phone, what happens to the files I’ve saved to my Verizon Cloud account?

    When you change phones, you'll be able to access your cloud storage from your new phone as long as it's supported by Verizon Cloud.

    Note: Some devices may not support syncing all the content Verizon Cloud offers. In that case, all remaining content is still protected in the cloud and accessible online through My Verizon or the Verizon Cloud desktop application for your computer. However, messages and call logs aren't accessible from the web, computer or tablet.



  21. How do I know how much Verizon Cloud storage I've used?

    The Verizon Cloud app has a storage meter that shows the amount of online storage used, along with the amount of online storage in your subscription. You'll receive notifications as you approach your storage limit, letting you know that it's time to upgrade and how much storage you have left.



  22. How do I upgrade my Verizon Cloud storage plan?

    You can upgrade your Cloud storage plan online:

    1. Go to the Products & Apps page in My Verizon.
    2. Click the Manage Your Products tab at the top of the page.
    3. If you have multiple lines on your account, select the line you want to upgrade Cloud on.
    4. Scroll to the Verizon Cloud section, and click Upgrade for the amount of space you want to upgrade to.
    5. Review the changes and bill impacts on the confirmation pop-up, and click Upgrade Now when finished.

    You've successfully upgraded your Verizon Cloud storage plan.

    Note: You can also upgrade your storage from within the Verizon Cloud app for your smartphone or tablet. Go to Settings and tap Upgrade. Then follow the onscreen prompts.



  23. What happens if I cancel my subscription to Verizon Cloud? Will I lose all the files I stored online?

    Once your cancelation request has been processed, you'll no longer have access to the Verizon Cloud service, including most of the content and files you had stored. If you decide to cancel your subscription to Verizon Cloud, you should first download all your files to your computer or a portable storage device.

    Your content will be stored for an additional 30 days after you cancel your Verizon Cloud subscription. If you decide to subscribe to Verizon Cloud again within those 30 days, you can restore your old content by calling Customer Service at (800) 922-0204.

    Note: Your contacts will remain on the server, but Verizon Cloud won't sync your contacts after you cancel your subscription. You'll have to use the Backup Assistant app if you want to continue syncing contacts after canceling your Verizon Cloud subscription.



Troubleshooting
  1. I have Backup Assistant Plus Media on my device, and Verizon Cloud didn’t replace the old service when I downloaded it. How do I disable Backup Assistant Plus Media?

    If your device came with Backup Assistant Plus Media preloaded, that service won't disappear when you download Verizon Cloud. You should disable Backup Assistant Plus Media after setting up Verizon Cloud to avoid the possibility of additional data usage and battery drain.

    To disable Backup Assistant Plus Media:

    1. Open your device's Settings app.
    2. Scroll down and tap Backup Assistant Plus.
    3. Uncheck the boxes for each of the following:

      • Pictures
      • Videos
      • Music
      • Documents
      • Contacts (if applicable)

        Note: You may need to select Backup Assistant Plus Media to see these options.

    You've successfully disabled Backup Assistant Plus Media. It will no longer sync media from your device, and Verizon Cloud will take over to protect your content.

    Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions. iPhone, iPad, Mac, App Store and Apple are trademarks of Apple Inc. Windows is a registered trademark of Microsoft Corporation in the United States and other countries. Microsoft is either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.



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