Verizon Cloud FAQs

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.

The users sharing your plan won't be affected when you switch between Verizon Cloud shared storage options. They'll be able to access their content, just like they did before the change.

If you remove a user, or a user leaves or you switch to a non-shareable storage option, the user(s) is immediately locked out. They must sign up for their own Verizon Cloud storage plan within 30 days to restore their account, otherwise we cannot guarantee their files can be recovered.

Note: If the user has a Verizon wireless account, their contacts will remain backed up at no charge.

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

Once your cancellation request has been processed, you'll no longer have access to the Verizon Cloud service, including 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.

With Locked Folder, you can store photos, videos, documents or audio files. Locked Folder keeps this content separate from the rest of your Verizon Cloud content.

While all of your content is encrypted from end-to-end, content in the Locked Folder is additionally secured with a 6-digit PIN of your choosing. This PIN is different from your device PIN.

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

No, When you use biometric sign in with the Verizon Cloud app we don't access or store the details of your fingerprint or face.

Yes, you can reset your PIN under your Locked Folder settings in the Verizon Cloud app.

Your Locked Folder PIN is separate from your device PIN, so your Locked Folder PIN will need to be entered to access your Locked Folder.

To access your Locked Folder, you must enter your 6-digit PIN or use your Biometric.

If you enter the incorrect PIN, you'll have 7 additional attempts to enter the correct PIN. If you enter a total of 8 incorrect PIN attempts, you can't access Locked Folder for 5 minutes.

Yes, you can access your Locked Folder content from a My Cloud website.

1. Sign in to your Cloud account.
2. Enter your set up Locked Folder PIN.

When you start the Verizon Cloud app, you may be asked if you want to turn on the Tag and Search feature to group your photos based upon the faces in them. If you tap Agree, the feature will be turned on and you can start using it.

You can always turn it on at a later time using these steps:

1. Go to Settings in the Verizon Cloud app.
2. Tap Tag and Search.
3. Tap the Tag and Search switch to turn the feature on (it's green when on).
   
   Note: You can tap the switch again to disable the feature.

Yes. To add a name to a person from the library menu:

1. Tap Photos & videos.
2. In the Verizon Cloud app, tap Albums.
3. Tap People.
4. Tap the photo of the person you want to name.
5. Tap the Menu icon in the top right of the screen.
6. Tap Add a Name.
7. Enter the name you want to add.

You've successfully added a name to a person in your Cloud People album. These names are private to your account, even if you share your photos with others.

Yes, you can merge 2 people in the People album from the library main menu:

1. Tap Photos & videos.
2. In the Verizon Cloud app, tap Albums.
3. Tap People.
4. Tap the Menu icon in the top right corner of the screen.
5. Tap Select.
6. Select the people you want to merge into a single person.
7. Tap Merge.
8. Tap Merge People.

Verizon Cloud will now group all of those pictures together as a single person.

Note: This action can't be reversed.

You can turn off Tag and Search anytime. If you turn off Tag and Search, face labels (including the face models) associated with your photos will be deleted. When Tag and Search is turned off, you can still search your photos by the objects or things in them.

To turn tag and search off:

1. Go to Settings in the Verizon Cloud app.
2. Tap Tag and Search.
3. Tap the Tag and Search switch.

The Tag and Search switch will turn gray for 24 hours, showing your tags and face labels are being deleted. During this time, you won't be able to turn Tag and Search back on again.

After 24 hours, the switch will turn white, and you'll be able to turn Tag and Search back on by following the same steps above. If you turn Tag and Search back on again, face recognition technology will be applied to your photos again, and you'll have to re-apply names to each face grouping.

If you have turned on Tag and Search to group your photos by the faces in them, Verizon Cloud retains the data to generate the face groupings for as long as you have the Tag and Search feature turned on. If you turn off Tag and Search, all face groupings (including the labels and face model data) will be permanently deleted.

The Locations feature is a new way to view and interact with your Verizon Cloud content by the geographical area where the content was created.

When your device's location is turned on in the camera settings, you can view backed-up photos and videos on a map within Verizon Cloud and within geographically-named groupings.

Note: Photos and videos won't be displayed on the map if they were taken before your device's native location setting was activated.

Here's how to turn on your device's location setting so you can capture location data that shows where your Verizon Cloud pictures and videos were taken.

Android devices:

1. Open the camera app on your mobile device.
2. Tap the camera setting.
3. Scroll to Location tags and turn it on.

iOS devices:

1. Go to the Settings app on your iPhone.
2. Go to Privacy.
3. Go to Location Services.
4. Go to Camera settings.
5. Choose Allow location access.

Note: These are general guidelines. Steps may vary based on the mobile device. Refer to the guidelines provided by your mobile device manufacturer to turn on location in your camera settings.

In the Verizon Cloud app, access the Locations feature from the Photos & videos and Videos screen in the Library. Select the Locations tab located at the top of the navigation bar.

When accessed from the navigation bar, a full-screen map appears with a cluster of images and videos corresponding to the location where the content was taken.

Tap the cluster to get a "swimlane" view of photos and videos organized by the different places where the photos and videos were taken. Choose View all in each "swimlane" for a grid view for that specific location.

Select a photo or video in swimlane or grid view to edit, add to album, add to favorites, share or download.

Important: Photos and videos must be backed up to Verizon Cloud to be visible on the map in the Locations tab.

All content taken with location data switched on* in your camera settings will be displayed on the map.

Any images or videos taken when location is switched off in camera settings won’t be displayed because the app won't capture location data needed to display the content on the map.

*Photos and videos must be backed up to Verizon Cloud for them to be visible on the map in the Locations tab.

You can log in to the Verizon Cloud app with your My Verizon account username* and password. If you're a Verizon mobile customer, you can enter your mobile device number instead of user name and get a one-time verification link text sent to your phone.

*The username can be your Fios User ID or mobile device number.

To view all your content (files) including current files with the Verizon Cloud app, you:

• Tap Library from the bottom bar on the Home screen.
• Select which data class you want to view (photos & videos, audio , documents etc.).

From the menu options in Cloud Library on the Verizon Cloud app, you can:

• Browse your files (recents, favorites, photos, videos, music, and documents)
• Sort your files by Date uploaded, Date created, File Name, or File size
• Manage your files (e.g., create an album, add a file to an album, select or unselect favorite files, download files, delete files, recover files from trash within 30 days of delete date)
• Play files (e.g., videos and music)

Note: Sort functionality is not available for recents and favorites.

From the Cloud Library on the Verizon Cloud app, your files are sorted by photos & videos, music, and documents data classes. For each data class, you can sort your files by date uploaded, date created, file name, and file size.

From the Cloud Home on the Verizon Cloud app, you can see all your favorites.

Alternatively, for each data class (e.g., photos & videos, audio, etc.), you can see your favorites by clicking the heart icon.

Yes. To create an album in Verizon Cloud in the Verizon Cloud app, do the following:

1. Select a photo.
2. Click the plus sign (+) under the photo.
3. In the Add To Album dialog, click New Album in the text box. Note: If you want to add a photo to an existing album, select from the list of albums at this step.
4. Enter a name for your new album.
5. Click Add.

Alternatively, do the following:

1. From the menu select Library > Photos & videos.
2. From the icons on the upper right side, select the checkbox icon.
3. Select photos by inserting check marks in the boxes.
4. Click the plus sign (+).
5. In the Add To Album dialog, click New Album in the text box. Note: If you want to add a photo to an existing album, select from the list of albums at this step.
6. Enter a name for your new album.
7. Click Add.

Yes. To create a playlist in the Verizon Cloud app, do the following:

1. Select a song.
2. Click the plus sign (+).
3. In the Add To Playlist dialog, click New Playlist in the text box. Note: If you want to add a song to an existing playlist, select from the list of playlists at this step.
4. Enter a name for your new playlist.
5. Click Add.

Alternatively, do the following:

1. From the menu select Library > Audio.
2. From the icons on the upper right side, select the checkbox icon.
3. Select photos by inserting check marks in the boxes.
4. Click the plus sign (+).
5. In the Add To Playlist dialog, click New Playlist in the text box. Note: If you want to add a song to an existing playlist, select from the list of playlists at this step.
6. Enter a name for your new playlist.
7. Click Add.

You can use the heart icon, after selecting multiple files to favorite files. Alternately, you can click on a single file and click on the favorite icon heart shape to favorite a single file. All the favorited files can also be accessed from the home page as well. A user can also unfavorite files in the similar way by clicking on the same icon.

Photos & videos

1. Tap the Library icon (need to add library icon image) (bottom-left).
2. Tap Photos & videos.
3. Navigate to a photo or video then tap the Contextual Menu icon (upper-right).
4. Tap Select.
5. Select a photo or video.
   • A photo or video is selected when a checkmark is present.
6. Tap the heart icon on the bottom bar.

Documents

1. Tap the Verizon Cloud icon.
2. Tap the Library icon (need to add library icon image) (bottom-left).
3. Tap Documents.
   • Documents are displayed in 2 sections, All Documents and Favorites.
   • Favorites are displayed only when a document(s) has been selected as a Favorite.
4. Select a document to open the file or tap the Contextual Menu icon (upper-right).
5. Tap Select.
6. Tap a document(s).
   • Selected when a checkmark is present.
7. Tap the Contextual Menu icon then do one of the following:
   • Add / Remove Document as Favorite:
     1. To remove, tap Remove from Favorites.
     2. To add, tap Add to Favorites.
   • View Document Info:
     1. Tap Info.
     2. View the document info (e.g., Name, Date Uploaded, Size, Extension, etc.) then tap Cancel (upper-left).
   • Delete Document:
     1. Tap Delete.
     2. Tap Permanently Delete Now.

Note: Follow same steps for audio.

Open your Cloud Home page in the Verizon Cloud app by clicking the Home icon from the toolbar.

1. Go to your Library and click on the file in the data class that you want to download. A detailed view of the file will open.
2. Below the detailed view, click on the download icon to download the file. The file will be downloaded to the Downloads folder on your computer.

The Verizon Cloud for desktop feature lets you download Verizon Cloud for your computer or laptop from the Cloud mobile app.

To download the Cloud desktop app:

1. Use the QR code: m.vzw.com/cloud
2. Use the Cloud mobile app on your phone to scan the QR code on your computer.* Follow the prompts. This connects/links your computer to your Cloud account during your app setup.

*To scan a QR code, hold your phone in front of your computer screen. Position the pattern in the square.

Yes, your download should begin immediately. After Cloud for Desktop is downloaded, you're ready to install the app. Use these instructions to install the app:

• For Mac desktop app
• For Windows desktop app

If you can't scan the QR code to get Verizon Cloud for desktop:

From your computer go to m.vzw.com/cloud and click Download manually. Your download should begin immediately.

Note: Downloading the app manually requires that you sign in to the desktop application when the installation is complete.

Yes, you must scan the QR code and install and sign in to the Cloud for Desktop app in a timely manner.

Otherwise, you may have to refresh the QR code webpage or sign in to the desktop manually.

You can log in to the Verizon Cloud app with your My Verizon account username* and password. If you're a Verizon mobile customer, you can enter your mobile device number instead of user name and get a one-time verification link text sent to your phone. *The username can be your Fios User ID or mobile device number.

Yes. After you’re signed in to the Verizon Cloud app on your computer, you can upload files to Verizon Cloud from your computer*. Files automatically update.

*File upload is only available for customers with our 2TB and Unlimited plan, but all Cloud plans allow customers to view and manage their Cloud files from the Cloud desktop app.

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.

Yes. After you select the desktop folders you want to back up during the initial app setup, your files automatically back up to your Cloud account.

You can change which folders automatically back up to your Cloud by either:

• Choosing the Folder selection icon from the toolbar.
• Going to Settings. Then select and expand your device in My Devices. Select Change folders.

Make your new folder selections using either method and then click Save.

The Verizon Cloud app icon may be hidden due to one or more of these reasons:

• Your device's operating system settings don't let Cloud icon display in the system tray or menu bar.
  • You can launch the Cloud application from one of these:
    • Dock (Mac)
    • Desktop (Windows)
    • Searching "Verizon Cloud" in the computer's application list
• Verizon Cloud may not have launched properly. Quit and try to launch the application again.
• A software upgrade may cause the Verizon Cloud icon to momentarily disappear from view.

Verizon Cloud updates to the latest application version automatically if you turn the Automatically update setting ON, as long as the device and OS version are supported.

If not, you'll see an Update available notification when a new update is available. You can manually update to the latest version.

To view all your content (files) including current desktop files, you can either:

• Click the Home icon on the toolbar of Verizon Cloud to open Cloud Library
• Click the Verizon Cloud app from your desktop (Windows) / dock (Mac)

From the Cloud Library, you can:

• Browse your files (favorites, photos, videos, music, and documents) in different views (details, or favorites)
• Sort your files by Date uploaded, Date created, File Name, or File size
• Manage your files (e.g., create an album, add a file to an album, select or unselect favorite files, download files, delete files, recover files from trash within 30 days of delete date)
• Play files (e.g., videos and music)

From the Cloud Library, your files are sorted by photos & videos, music, and documents data classes. For each data class, you can sort your files by date uploaded, date created, file name, and file size.

From the Cloud Home, you can see all your favorites.

Alternatively, for each data class (e.g., Photos & videos, Music, etc.), you can see your favorites by clicking the heart icon.

Yes. To learn how to create and manage an album in Verizon Cloud, visit:

• Verizon Cloud - Android - Manage Photos / Videos
• Verizon Cloud - Apple - Manage Photos / Videos

Yes. To learn how to create and manage a playlist in Verizon Cloud, visit:

• Verizon Cloud - Apple - Manage Audio
• Verizon Cloud - Android - Manage Audio

You can use the heart icon, after selecting multiple files to favorite files. Alternately, you can click on a single file and click on the favorite icon heart shape to favorite a single file. All the favorited files can also be accessed from the home page as well. A user can also unfavorite files in the similar way by clicking on the same icon.

1. Open your Cloud Home page by clicking the Home icon from the toolbar or by clicking the Verizon Cloud app from your desktop (Windows) / dock (Mac).
2. Go to your Library and click on the file in the data class that you want to download. A detailed view of the file will open.
3. Below the detailed view, click on the download icon to download the file. The file will be downloaded to the Downloads folder on your computer.

Try these tips for faster backups:

• Use a strong Wi-Fi signal.
• Keep your device plugged in.
• Disable the sleep settings.
• Turn off the screen lock.
• Close other internet apps.
• Check on the progress every once in a while.

Cloud uses Windows' Projected File System (ProjFS) to represent your Cloud files and folders alongside your device files in its file explorer.

The ProjFS needs to be on for you to see what's in your Cloud.

It doesn't move or back up your files, it just shows you a view.

To run Cloud:

1. Click Turn Windows features on or off.
2. Check Windows Projected File System then OK.
3. Restart your system if needed.

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 to help the Support team resolve your issue.

You can also email Verizon Cloud support at: verizoncloud@verizon.com.