My Media Retrieval FAQs

General Information

  1. What is My Media Retrieval?

    My Media Retrieval is a service for retrieving previously owned:

    • Games purchased through Get It Now® or Media Store
    • Verizon apps
    • Ringtones purchased through Get It Now, Media Store or Verizon Tones app

    My Media Retrieval can't retrieve:

    • Non-Verizon content
    • Full track songs
    • Wallpapers
    • Premium messaging content
    • Mobile Web apps
    • Apps no longer supported by Media Store
    • Apps that aren't compatible with your new device
    • Expired subscription content
    • Contacts
    • Pictures, videos and music

    To learn how to back up your contacts, pictures, videos and more, visit our Verizon Cloud FAQs. If your phone isn't compatible with Verizon Cloud, visit our Backup AssistantSM Plus How to Use Guide.

  2. Where do I access My Media Retrieval?

    You must sign in to My Verizon using the phone number for which you wish to retrieve media to use My Media Retrieval.

  3. What if I do not see the apps and content that I recently downloaded in My Media Retrieval?

    Apps and Verizon Wireless ringtones purchased prior to the device change may not be immediately available for retrieval. Allow up to 48 hours for new content to appear in My Media Retrieval.

  4. What is available for me if I'm not eligible for My Media Retrieval?

    You can access our Media Store anytime to repurchase any games, apps and ringtone content that you previously purchased.

  5. What devices can use My Media Retrieval?

    Your device can use My Media Retrieval if you have an active account and recently switched your mobile phone number to another Verizon Wireless device.

    Note: My Media Retrieval doesn't back up or sync contacts, pictures, etc. To learn how to back up your contacts, pictures, videos and more, visit our Verizon Cloud FAQs. If your phone isn't compatible with Verizon Cloud, visit our Backup AssistantSM Plus How to Use Guide.

  6. How long am I able to download my apps after receiving a successful retrieval in My Media Retrieval?

    You'll need to download apps within 7 days of when they appear in the folder to complete the retrieval.

  7. Do I use data when using My Media Retrieval?

    Yes, data is used when retrieving content through My Media Retrieval.

    If you're concerned about data overages, consider using Safety Mode on the new Verizon Plan.

  8. How long am I able to use My Media Retrieval after changing to a new device?

    My Media Retrieval will be available for 90 days from the time you activated your new device. After 90 days, you'll be able to access our Media Store at anytime to repurchase any apps and ringtone content that you previously purchased.

  9. Will all my apps and ringtone content be available to retrieve in My Media Retrieval?

    It depends. Content may not be available because:

    • The app isn't available through our Media Store anymore
    • Your device isn't compatible with My Media Retrieval
    • Your content wasn't retrieved before your last device change
  10. What devices can use My Media Retrieval?

    My Media Retrieval will support basic phones and smartphones that are capable of purchasing content from our Media Store.

  11. Can I retrieve existing content through My Media Retrieval if I have purchasing, messaging or data blocked?

    No, you won't be able to retrieve content with one of these blocks in place.

    If you're the Account Owner or Account Manager, you can remove any service blocks from your account. Visit our Blocks FAQs to learn how to remove service blocks. Learn more about account access roles.

    If you have any blocks or limits set up through Verizon Smart Family™ or Usage Controls, you'll need to remove the applicable blocks or limits to retrieve your content.

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