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Verizon Cloud FAQs

General information

  1. What is Verizon Cloud?

    Verizon Cloud is a service that offers secure cloud storage to wirelessly back up and sync content between your phone, tablet, computer and other devices:

    You can access your content through the My Verizon website or the Verizon Cloud app on your iOS device, Android™ device or computer.

    Plus, if your phone is ever damaged, lost or stolen, you don't have to worry about losing your contacts or files.

    The following types of content are supported by Verizon Cloud:

    • Android:
      • Contacts (sync only)
      • Photos
      • Videos
      • Music
      • Documents
      • Text messages* (sync only)
      • Call logs* (sync only)
    • Apple® iOS:
      • Photos
      • Videos
      • Documents
      • Contacts (sync only)

    Get Verizon Cloud now or 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.

     

  2. How much does Verizon Cloud cost and what are my storage options?

    Go to our Verizon Cloud page to see our current pricing and storage options.

    You can sign up for Verizon Cloud and upgrade your storage amount in the Verizon Cloud app.

    500 GB of Verizon Cloud storage is included with Get More Unlimited, Do More Unlimited and Above Unlimited*.

    *This plan is no longer available to add to your account.

  3. Can I enroll in a free trial of Verizon Cloud?

    You may be invited to use Verizon Cloud for free for an introductory period.

    If you choose to enroll in the free trial, after the free period ends, you'll be automatically billed the applicable monthly recurring charge for the Verizon Cloud storage plan you're enrolled in. You can cancel the service at any time before the free period ends to avoid being charged.

    You can cancel in the Verizon Cloud app, in My Verizon, at a Verizon store or by calling Customer Service.

  4. Who is eligible for Verizon Cloud?

    Anyone can sign up for Verizon Cloud, even if you don't have Verizon wireless service.

  5. Can I share my Verizon Cloud storage across all lines on my account?

    The 2 TB Cloud storage option is for your entire account to share. You can add some or all of your eligible lines to this shareable plan. Each line can only be subscribed to one storage option: the 2 TB shareable plan or an individual storage plan.

    All other storage options are for a single line only. They can't be shared with other lines on your account.

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

    Search for "Verizon Cloud" in the app store on your mobile device to download and/or open the app. Then tap Get Started and follow the onscreen prompts to start using the app.

    Note: Only the Account Owner or Account Manager can sign up for the 2 TB option that is shared across all lines on your account.

    On computers: Once you have the app set up on your phone, you can: 

Managing content in Verizon Cloud

  1. How do I back up my content with the Verizon Cloud app?

    When you first open the Verizon Cloud app on your device, you'll go through a setup process that will initiate the first backup of your content.

    Note: On iOS devices, you need to allow Verizon Cloud location access in order to back up your content. This location access relies only on Wi-Fi and cellular information, and no location information will be stored by the Cloud.

  2. How do I 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.

    Note: If you're using an Android device, your Google contacts will also sync with Verizon Cloud.

    If you think your contacts aren't being synced by Verizon Cloud, refer to our steps on how to view and change your backup settings.

    If you upgrade or switch to a different compatible device, your device will receive the full list of contacts in your Verizon Cloud account when you set up the Verizon Cloud app on your new device.

  3. I have more than one line on my account. How do I manage the Verizon Cloud content backed up from my other devices?

    When you sign in to Verizon Cloud, you can only see the content uploaded by or synced with your specific device. You can't view the cloud content for all of your devices at once, even as the Account Owner

    To access the content stored in the cloud for another device, you have to sign in to My Verizon using that device's username and password. You can't access a different account through the Verizon Cloud app, unless you brought an existing Cloud account with you that you set up when you didn’t have Verizon wireless service.

    Notes:

    • The same is true on the 2 TB storage option. The data allowance can be shared across some or all eligible lines on your account, but each participating line can only view the content for their specific device. When you upload content to the cloud, it isn’t automatically shared with all lines on your account.
    • Network-enabled 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 mobile 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. How do I sync my videos to Verizon Cloud on an Apple device?

    Verizon Cloud for iOS won't automatically back up your video files. You'll need to activate the automatic video backup setting first.

    Follow the steps to view and change your backup settings. Make sure the switch for videos is set to green (on).

    The videos on your device will be backed up the next time Verizon Cloud syncs.

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

    If your device supports syncing texts and call logs in Verizon Cloud*, you can manage what's in the cloud right from the texting and calling apps on your device.

    For example, if you delete a text message from the messaging app, that message will also be deleted from Verizon Cloud.

    Messages and call logs are synced and stored in Verizon Cloud, but they're not viewable on the Verizon Cloud app or website or in My Verizon.

    Note: If you disable the sync of texts or call logs, you may see differences between what's on your device and what's in Verizon Cloud.

    *Not available on iOS devices.

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

    When you first sync your device with Verizon Cloud, all texts from the last 90 days will sync to the cloud. After that, all new texts 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.

    Note: The first time you sync to Verizon Cloud may take a long time, depending on how many texts and other files 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. When I delete something from my phone or tablet, will it be saved in Verizon Cloud?

    It depends on the type of file and how you've changed your settings.

    By default, if you delete the following file types from your phone or tablet, they will still be saved in the cloud:

    • Pictures
    • Videos
    • Songs
    • Documents

    If you delete the following files types from your phone or tablet, they will also be deleted from the cloud:

    • Contacts
    • Text messages
    • Call logs

    Note: By default, if you delete a contact through the Verizon Cloud page in My Verizon, that contact will also be deleted from your phone.

  8. How do I get my contacts on my new phone from Verizon Cloud?

    If you can, you should manually sync your old phone to Verizon Cloud first. Then follow the steps to download and set up the Verizon Cloud app on your new device.

    Your contacts from Verizon Cloud will sync to your new device once the app is set up. This process may take some time depending on the number of contacts and the connection you're using.

    Note: Some devices may not support syncing all the content in your Verizon Cloud account. 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 through the Verizon Cloud app, Verizon Cloud website or in My Verizon.

    Data charges may apply according to your data plan.

  9. How do I download content from Verizon Cloud?

    You can download content to your:

  10. 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 (e.g., pictures, videos, etc.). As long as you choose to back up / 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 Verizon Cloud content in My Verizon to see what is backed up in your account.

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

    If you keep Verizon Cloud in "Wi-Fi only" mode, you won't be charged for data usage.

    If your device is connected to the Verizon 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.

    Get unlimited data and 500 GB of Verizon Cloud storage included with the Get More Unlimited, Do More Unlimited and Above Unlimited* plans.

    * This plan is no longer available to add to your service.

  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 folder3
    • 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. Where are files stored on my phone or tablet when I download them from Verizon Cloud?

    You can view your downloaded files through their standard apps on your device (e.g., contacts will be in the Phone or Contacts app, pictures will be in the Gallery or Photos app, etc.).

    If you're looking for the file location in your device's memory, the photo, video, music and document files that you download will be stored in the /Vault/Downloads/ directory.

    Note: Messages and call logs can't be backed up from or restored to iOS devices. 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. 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, HEIC
    Document Formats DOC, DOCX, XLS, XLSX, PPT, PPTX, PPS, PDF, TXT, RTF, DOT, HTML, HTM, XM

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

    Yes, you can use the Verizon Cloud app or the My Verizon website to create and manage albums and playlists.

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

    Verizon Cloud and Backup Assistant Plus 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.

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

Private Folder

  1. What is the Private Folder in Verizon Cloud?

    The Private Folder is a folder you can use to store photos, videos, documents or audio files that you may want to keep separate from the rest of your Verizon Cloud content.

    Content in the Private Folder is secured with the same security feature you have set up for your device, (i.e., your device PIN, fingerprint or facial recognition).

  2. Who has access to my Private Folder in Verizon Cloud?

    At this time, you can only access your Private Folder through the Verizon Cloud app, and only on the smartphone that you originally set up the Private Folder on. The contents in your Private Folder won’t appear when you use any other device to access Verizon Cloud.

    For example, if you sign in to your Verizon Cloud account through My Verizon or a secondary device, like a Wi-Fi tablet, you won't see your Private Folder.

    Note: The Verizon Cloud app uses your device security to unlock your Private Folder. So anyone that knows your device PIN, or has registered their fingerprint/face on your device, will also have access to your Private Folder.

  3. How do I use my Verizon Cloud Private Folder?

    You can find steps for how to use your Private Folder on our How to use Verizon Cloud page.

  4. Does Verizon Cloud access or store my device PIN or personal biometric information?

    No, we don't access or store your actual device PIN or get the personal details of your fingerprint or face.

    When you try to open your Private Folder, the Verizon Cloud app asks your device to verify your identity. If your device says you're approved to use the device, Verizon Cloud will unlock your Private Folder.

  5. Can I change my Private Folder PIN in Verizon Cloud? What if I remove security from my device?

    At this time, Verizon Cloud uses your device security to unlock your Private Folder. If you change the PIN you use to unlock your device, you'll also use that new PIN to unlock your Private Folder. You can't make changes to the Private Folder security within Verizon Cloud.

    If you remove security from your device after you've put files in your Private Folder, you won't be able to access the Private Folder or view its contents until you set up your device security again.

  6. Why I'm getting locked out of my Private Folder?

    Make sure you're entering the same PIN, password or pattern that you use to unlock your device.

    In most cases, you get 5 attempts before you get locked out for 30 seconds. After 30 seconds, you can try 5 more times. If you’re locked out again, you may have to wait 60 seconds. The next time you enter the wrong credentials, you’ll have to wait 5 minutes before you can try again.

Managing your Verizon Cloud account

  1. 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 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.

  2. My current phone plan includes Verizon Cloud storage for no additional cost. What happens if I switch to a plan that doesn't include Verizon Cloud?

    If your new plan doesn't include Verizon Cloud storage, the most similar Verizon Cloud storage plan will automatically be added to your line to avoid having your content archived. You can cancel the new plan at any time.

    For example, if 500 GB of Verizon Cloud storage was included in your plan, the 500 GB Verizon Cloud storage plan will automatically be added to your account. And your account will be charged the monthly fee for that Verizon Cloud storage.

    Note: If you're migrated to the 500 GB storage plan, you may be eligible to get the first 30 days free, and you can cancel before the end of the free period to avoid charges.

  3. How do I cancel my Verizon Cloud subscription?

    You can cancel your Verizon Cloud subscription any time through the Verizon Cloud app or through My Verizon.

    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.

Using the desktop app

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

    Yes, once you’re signed in to the Verizon Cloud desktop app on your computer, you can drag and drop files from your file manager onto the Verizon Cloud Sync folder.

     

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

    Yes, if 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. Can I set the Verizon Cloud desktop app on my computer to automatically back up content?

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

    For step-by-step instructions, go to the View and change your backup settings section of our How to use Verizon Cloud page.

  4. Why is my Verizon Cloud Sync folder not showing all of the things I have in Verizon Cloud?

    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. I clicked on the Verizon Cloud icon on my desktop. Why don't I see the Verizon Cloud app?

    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.

Bring an existing Verizon Cloud account to Verizon

  1. I'm switching to Verizon from another carrier. Can I bring my existing Verizon Cloud account with me?

    Yes, if you already have a Verizon Cloud account, you can bring it with you when you sign up for wireless service with Verizon.

    Follow the instructions for how to access a different Verizon Cloud account. You'll be able to access all your Verizon Cloud content on your new Verizon device, just like you did before you switched to Verizon.

    We'll also move your Verizon Cloud bill onto your new Verizon wireless bill. So you'll see your Verizon Cloud charges (if any) on your Verizon wireless bill.

  2. I changed my wireless carrier to Verizon, and I don't see my Verizon Cloud content. What should I do?

    If you brought an existing Verizon Cloud account with you when you switched to Verizon from another carrier, you can still access your Verizon Cloud account through the Verizon Cloud app.

    You can also merge your Verizon Cloud accounts , the existing one you brought with you and the new one you got when you signed up for a Verizon wireless account. This way, you'll be able to access all your Verizon Cloud content in one place.

    If you still have issues, please email Verizon Cloud Customer Service at verizoncloud@verizonwireless.com.

  3. What happens to my existing Verizon Cloud billing when I switch to Verizon from another carrier?

    If you already have a Verizon Cloud account when you switch to Verizon, your credit card billing will be canceled. Your Verizon Cloud charges (if any) will be found on your new Verizon wireless bill.

Using Verizon Cloud while on another carrier

  1. If I no longer have Verizon wireless service, can I continue using Verizon Cloud?

    Yes, you can. Prior to disconnecting your Verizon wireless service or porting out your phone number from Verizon, you'll need to complete your profile within the Verizon Cloud app, so that we can send you instructions to reactivate your Cloud account after you've left Verizon.

    It's very important to complete this step prior to disconnecting or porting out your phone number, otherwise you won’t be able to access your Verizon Cloud content.

    You'll also need to set up payment information on the Verizon Cloud website to continue using your Verizon Cloud account on a different wireless carrier.

  2. Can I have a Verizon Cloud account even if I'm not on the Verizon network?

    Yes.

  3. How do I manage and/or change my Verizon Cloud payment information if I don't have Verizon wireless service?

    You can manage your payment information online at the Verizon Cloud website.

  4. What payment options are available for my Verizon Cloud subscription if my wireless service isn't with Verizon?

    You can subscribe to Verizon Cloud using a credit/debit card, with a valid United States billing address only.

Troubleshooting

  1. Where can I get additional help with Verizon Cloud?

    For help with the Verizon Cloud app:

    1. Tap the Menu icon in the top left corner.
    2. Tap Send Feedback.

    This will launch the Instabug feature, where you can enter a subject, describe your issue, and include video, screenshots or pictures from to help the Support team resolve your issue.

    You can also email Verizon Cloud support:

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