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Verizon Cloud FAQs

Verizon Cloud Changes / Updates
  1. Verizon Cloud is changing to a paid, premium media storage service.

    Anyone with Verizon Cloud free media storage will be required to either upgrade to a premium paid option, or remove their media before their account will be deleted. You can continue to use the Verizon Cloud app to store your contacts, free of charge.

    We'll send a text message and/or e-mail of these changes to your account. You can upgrade or delete your account before receiving the notification.



  2. If you're new to Verizon Cloud, to start your premium service, we're offering a 500 GB, 30-day free trial, then it's only $5/month.



  3. Verizon Cloud premium subscribers (500 GB and 1 TB options), and lines on the MORE Everything Plan* with 25 GB of storage, no action is required; your Cloud experience will remain the same.

    *MORE Everything is no longer available for new accounts.



  4. If you're the Account Owner or Account Manager, you can upgrade your storage from within the Verizon Cloud app or online.

    To upgrade from the Cloud app for your smartphone or tablet, go to Settings and tap Upgrade. Then follow the onscreen prompts.

    To upgrade your Cloud storage plan online:

    1. Go to the Products & Apps page in My Verizon.
    2. Tap or 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, tap or click Upgrade and choose the amount of space you want.
    5. Review the changes and bill impacts on the confirmation pop-up, andtap or click Upgrade Now when finished.

    You've successfully upgraded your Verizon Cloud storage plan.

    Note: If you want to upgrade your storage from the desktop app, click on the Cloud icon in your system tray, and then click Grow Your Cloud.



  5. If you decide to opt out of the free trial, you must remove all of your media (pictures, music, videos, documents, text messages, and call logs) from Verizon Cloud, and delete your account.

    How to delete your account from an Android® device:

    1. Open Verizon Cloud in the Google Play™ Store or Apple® App Store®.
    2. Update Verizon Cloud to the latest version (if applicable).
    3. Open the Verizon Cloud app.
    4. Delete or download your media (pictures, music, videos, text messages, and call logs).
    5. Tap the 3-line navigation menu in the upper left corner.
    6. Scroll down and tap Settings.
    7. Tap My Account (or Change plan, depending on your version of the app).
    8. Tap Delete My Account.
      • This will not delete your stored contacts, you can continue to store them free of charge)

    How to delete your account from iOS devices:

    1. Open Verizon Cloud in the Google Play Store or Apple App Store.
    2. Update Verizon Cloud to the latest version (if applicable).
    3. Open the Verizon Cloud app.
    4. Delete or download your media (pictures, videos).
    5. Tap the 3-line navigation menu in the upper left corner.
    6. Scroll down and tap Settings.
    7. Select My Account on the top right corner.
    8. Tap Delete my Account.
      • This will not delete your stored contacts, you can continue to store them free of charge.


    1. Open the Verizon Cloud app.
    2. Select the content you wish to delete.
    3. Tap the 3-dot menu icon in the upper right corner.
    4. Tap Delete.
    5. Tap Yes to confirm.

    Your content will be removed from Verizon Cloud.

    Note: This process only affects content stored in Verizon Cloud. Content stored on your local device, but deleted from Verizon Cloud, will remain on your device.



    1. Open the Verizon Cloud app.
    2. Tap a content type, such as Photos & Videos, Documents or Music.
    3. Tap the All icon in the lower left of the menu bar at the bottom of your screen.
    4. Tap the 3-dot menu icon in the upper right corner of your screen.
    5. Tap Select All.
      • Each item will have a red check mark

    If you want to delete all checked items, tap the 3-dot menu icon again, then tap Delete.

    Tap Yes to delete all items from Verizon Cloud.

    • If you want to save an item to download to your computer later, tap each item to remove the red check mark, then repeat the process above to delete items from Verizon Cloud.


  6. We have step-by-step instructions for downloading media from Verizon Cloud to your Mac or Windows computer:

    Note: This process only affects content stored in Verizon Cloud. Content stored on your local device, but deleted from Verizon Cloud, will remain on your device.



  7. The latest Version of the Verizon Cloud Mobile app is 17.4. If you don't have automatic updates enabled on your device, you can check for updates in the Google Play Store or Apple App Store.

    You can also check the version of the Verizon Cloud App:

    1. Tap the Navigation Menu icon in the upper left corner of your device.
    2. Tap Settings.
    3. Tap About.
    4. Tap App Version.


Verizon Cloud General Information
  1. Verizon Cloud is a service that offers secure cloud storage to wirelessly back up and sync certain content on your mobile device. It's available on a variety of platforms:

    • Cloud mobile app (download it on iOS and most Android devices*)
    • Cloud desktop app for your computer or laptop
    • Cloud website

    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.

    Verizon Cloud can back up and sync your:

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

    Watch a video about Verizon Cloud to learn more.

    *Call logs are Customer Proprietary Network Information (CPNI) and are subject to the Verizon Privacy Policy.

    Get Verizon Cloud now



  2. There's a variety of Verizon Cloud storage plans available, including a contacts-only free option. If you need additional storage, you can get up to 1 TB for a monthly fee.

    VerizonWireless.com/cloud has complete pricing details.

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



  3. 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 Verizon Cloud in the Google Play Store on your device, and download it.

      Notes:
      • If Backup Assistant Plus is on your device, you may get an app upgrade notification.

      • If Verizon Cloud doesn't come up in the search results, your device may not be compatible.
    • iOS (includes iPhone® and iPad®) - Search for and download the Verizon Cloud app from the Apple App Store. If you currently use Backup Assistant Plus on your iOS device, you'll need to uninstall the Backup Assistant Plus app and install the latest version of Verizon Cloud instead.

    • Computer (Windows or Mac) - 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 through the Cloud website.

      Note: Use your mobile number and My Verizon Password to sign in to the Verizon Cloud website.


  4. 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. Verizon Cloud will automatically replace the older app on your device.

      Note: If Verizon Cloud doesn't come up in the search results, your device may not be compatible.

    • 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 content types.

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



  5. Verizon Cloud and Backup Assistant PlusSM aren't 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 doesn't want its users to save content other than contacts to these services, you must block these services.

    To block Verizon Cloud and Backup Assistant Plus for individual lines on your business account:

    1. Go to My Business Account.
    2. In the Account Maintenance tab, click Wireless Numbers and Users.
    3. Select the phone number you want to manage.
    4. In the Actions dropdown, click Add or Remove Features.
    5. In the Block Services window, check the box for Block Verizon Cloud.
    6. Click Continue in the bottom-right corner of the screen.
    7. Click Submit on the Order Confirmation page.

    You'll receive an email confirming the change.

    You can also block Verizon Cloud by contacting your Global Enterprise Advisor or Verizon Wireless Customer Service at (800) 922-0204.

    Note: Blocking Verizon Cloud will restrict users from accessing and storing any content except contacts in Verizon Cloud and Backup Assistant Plus.



Using Verizon Cloud
  1. iOS users:

    1. Open the Verizon Cloud app on your iPhone or iPad.
      • If you don't have the Verizon Cloud app on your device, download it from the Apple App Store.
    2. Tap Set Up Verizon Cloud.
      • Scroll through Verizon Cloud features, or tap Dismiss to move to the next setup screen.
    3. Tap Backup Now on the welcome screen to start the process.
      • When asked "Verizon Cloud Would Like to Access Your Contacts", tap OK to back up your contacts.
      • When asked "Verizon Cloud Would Like to Access Your Photos" tap OK to back up your photos.
        • If you select Don't Allow, photos on your device won't be backed up to Verizon Cloud.
    4. You can automatically back up your content during location changes by tapping Always Allow on "Allow Verizon Cloud to access your location?"
    5. Verizon Cloud will then begin the back up process.

    Android users:

    1. Open Verizon Cloud on your device and tap Get Started.
      • If the shortcut to Verizon Cloud has been removed, it can be recovered from the Google Play Store.
    2. Select the device content you want to back up, such as contacts, photos or music, and tap NEXT.
    3. Select an existing email address to complete the set up process, and tap NEXT.
      • You can add a new email address by tapping Other email address.
    4. Scroll through Verizon Cloud features or tap Dismiss to move to the next setup screen.
    5. Tap the message "Cloud is waiting for Wi-Fi to backup" to begin a backup.
      • If connected to Wi-Fi, backup begins automatically.


  2. 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 compatible device, your contacts will transfer to your new device along with all of your other Verizon Cloud content.



  3. Every mobile number on your account has a separate Verizon Cloud account associated with it. To access the content stored in the cloud for a specific device, you have to sign in to the Verizon Cloud website using that device's mobile number and My Verizon Password.

    You can't view the cloud content for all of your devices at once, even as the Account Owner. You can only see the cloud content associated with the specific mobile number you sign in under.

    Note: Tablets also have a mobile number assigned to them, which you can use to sign in to Verizon Cloud. If you sign in with your tablet number, you'll access the cloud specific to your tablet. If you sign in with your mobile phone number, you can view, sync and back up to your phone's Cloud account. If you don't know your tablet's mobile number, you can find it on the My Devices page in My Verizon.



  4. In order to create the best Verizon Cloud experience, videos aren't automatically 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. On the Backup Settings screen, check the box for Videos.

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



  5. 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.



  6. 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 saved in Verizon Cloud will be restored 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.For your first sync, always use Wi-Fi, with your device connected to a wall outlet until the process is complete.


  7. It depends. When you delete a file from your device, the following file types will be:

    • Saved in the cloud
      • Pictures
      • Videos
      • Songs
      • Documents
    • Deleted from the cloud
      • Contacts
      • Text and multimedia messages
      • Call logs

    Note: If you delete a contact with the Verizon Cloud website, that contact will also be deleted from your phone.



  8. 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. The first time you sync, plug your device into a wall charger and connect to Wi-Fi until the process is complete. When you're connected to Wi-Fi you won't be charged for any data you use because you aren't using the Verizon Wireless network.

    4. Tap OK.

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



  9. 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 that appear, 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.



  10. We have step-by-step instructions for downloading media from Verizon Cloud to your Mac or Windows computer:

    Note: This process only affects content stored in Verizon Cloud. Content stored on your local device, but deleted from Verizon Cloud, will remain on your device.



  11. Verizon Cloud automatically uploads all the data for each content type you've set it to sync (e.g., 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.

    You can also view your media with the Verizon Cloud website to see what is backed up in your account.



  12. That depends on what kind of network you're connected to at the time.

    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 Verizon Wireless 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.



  13. To upload pictures and videos to your Verizon Cloud account directly from your basic phone:

    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.



  14. 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.



  15. 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.



  16. 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


  17. Yes, you can use the mobile app, desktop app on your computer or website 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 you create a playlist or album, 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.



  18. 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 app for your computer. However, messages and call logs aren't accessible from the web, computer or tablet.



  19. The Verizon Cloud app has a storage meter that shows the amount of cloud 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.



  20. Once your cancellation 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.



Using the Desktop App
  1. Yes, the Verizon Cloud desktop app can connect to the same storage that your mobile app uses.

    To connect your desktop app to your online storage:

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

    2. Open the Verizon Cloud desktop app.

    3. Click the Cloud icon.

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

    You can then drag and drop files from your file manager onto the Verizon Cloud Sync folder.



  2. 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.



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

    To choose which folder(s) to backup:

    1. Open the Verizon Cloud app.
    2. Click the Backup tab.
    3. Click the Backup button.
    4. Select the folder you want to back up.
    5. Click OK.

    You've successfully added a folder to the list of folders that will be backed up.



  4. The Verizon Cloud Sync folder is a folder on your local computer that lets you quickly move files to the cloud. The sync folder only contains files that you've added to it from your computer. It won't contain files that you've backed up to the cloud from your phone or other devices.

    Any time you add or delete something in the Verizon Cloud Sync folder, all other devices connected to your Verizon Cloud account will see that change.



  5. If the Verizon Cloud app is already running, the Verizon Cloud Sync folder will open when you click the Verizon Cloud icon. If the Verizon Cloud app isn't running, the app will start running in the background when you click the Verizon Cloud icon.

    To open the app, click on the Cloud icon in the system tray, and then click Show Dashboard.



Troubleshooting
  1. 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 to 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.



  2. 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. iOS is a trademark or registered trademark of Cisco in the US and other countries and is used under license. 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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