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 the following types of content between your phone, tablet, computer and other devices:

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

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

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

    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. Who is eligible for Verizon Cloud?

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

  4. 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.

  5. 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 access your Cloud content through the My Verizon website. Or you can download the Verizon Cloud desktop app onto your computer.

  6. 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.

    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 by contacting one of our representatives by clicking the Chat with us button at the bottom right corner of this page.

    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. How can 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.

    iOS devices:

    1. Open the Verizon Cloud app on your iPhone or iPad.
    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 devices:

    1. Open Verizon Cloud on your device and tap Get Started.
      • If you don't see the app on your device, you can download it from 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. 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 confirm that your contacts are being synced.

    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.

    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. Can I view content uploaded to Verizon Cloud from other devices on my account?

    No, 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.

    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 will not automatically back up your video files by default. You'll need to activate the automatic video backup setting first.

    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.

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

    It depends on what type of file you delete on your device:

    • 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. 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. 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. 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 that appear, tap Download.

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

  10. How do I download content from Verizon Cloud to my computer?

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

    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.

    Get unlimited data and 500 GB of Verizon Cloud storage included with Above Unlimited.

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

    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. 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.

  15. 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.

  16. 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
  17. Can I create albums or playlists using Verizon Cloud?

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

  19. 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.

  20. How do I complete my profile?

    You can complete your profile in the Verizon Cloud app.

    To complete your profile:

    1. Tap the Menu icon in the top left.
    2. Tap Settings.
    3. Tap My Account.
    4. Here you can enter or update your email address.

    You’ve successfully completed your profile.

  21. 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.

  22. How do I cancel my Verizon Cloud free trial?

    If you sign up for the Verizon Cloud 30-day free trial and decide you don't want to continue using it, you can cancel your Verizon Cloud subscription any time through the Verizon Cloud app or through My Verizon.

  23. How do I cancel my subscription to Verizon Cloud? Will I lose the files I stored online if I cancel?

    You can cancel your subscription in the Verizon Cloud app or on the Products & Apps page in 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.

    To cancel your Verizon Cloud subscription:

    1. Open the Verizon Cloud app.
    2. Tap the Menu icon in the top left.
    3. Tap Settings.
    4. Tap My Account.
    5. Tap Delete My Account.
    6. Tap the Yes, I want to delete my account button.

    Your content will be archived for an additional 30 days after you cancel. If you decide to subscribe to Verizon Cloud again within those 30 days, you can restore your old content by contacting us.

    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.

  24. I'm leaving Verizon, can I continue using Verizon Cloud?

    Yes, you can. Prior to disconnecting 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. You'll need to set up payment information to continue using your Verizon Cloud account on a different wireless carrier.

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, 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. 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.

  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.

    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. 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:

    1. Open the Verizon Cloud app on your new Verizon mobile device.
    2. Tap Log into Other Account.
    3. Enter your email address or User ID and password to sign in to your existing 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:

    1. Open the Verizon Cloud app on your new Verizon mobile device.
    2. Tap the Settings icon.
    3. Tap Tools.
    4. Tap Merge Content.
    5. Sign in to your existing Verizon Cloud account using your email or User ID and password that you used when you were on your old carrier.
    6. You'll be prompted to migrate your billing from your credit card account onto your Verizon Wireless bill.

    Your content in your two accounts will merge. This process may take over 24 hours.

    If you have any 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 account 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. Can I have a Verizon Cloud account even if I am not on the Verizon network?

    Yes.

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

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

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

    You can subscribe to Verizon Cloud with a credit/debit card.

Troubleshooting

  1. If I'm not a Verizon customer where can I find help with Verizon Cloud?

    For help with the Verizon Cloud app contact VerizonCloud@VerizonWireless.com.

  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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