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.

If you change to a mobile plan that doesn't include Verizon Cloud storage or Verizon Cloud at a discount, the most similar Verizon Cloud storage plan will automatically be added to your line to avoid having your content archived. Your account will be charged the monthly fee for that Verizon Cloud storage. You can cancel the new plan at any time.

If you currently have:

• A 600 GB Cloud plan - When you move to myPlan, you lose Cloud discounts that were part of your previous calling plan.
  • If you have content saved in your current Cloud account, you must select one of the 3 options to proceed with your wireless calling plan change:
    • Keep your 600GB Cloud plan for $5.99/mo per line (after 30 days on us).
    • Upgrade to the $10/month Unlimited Individual Cloud Storage perk.
    • Remove my 600GB Verizon Cloud. If you decide to cancel, you won't be able to access your data. Download and save your content before you cancel.
    • If you do not have content saved in your current Cloud account, your Cloud account will be automatically deleted and there is no action needed.

Note: For all other Cloud storage plans, if your new mobile plan doesn't include Verizon Cloud storage, we will enroll you in a similar Cloud storage plan to your line. This ensures your content won't be archived. Your account will be charged the monthly fee for the new Cloud storage plan. You can cancel the new plan at any time.

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.

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

That depends on which type of storage plan you have:

• Unlimited Group, Unlimited Individual or 2TB shareable storage: You can access and manage all content uploaded from any compatible device signed in with your username and password. You can't access content uploaded from any other user sharing your storage plan, unless they put it in the shared folder.
• Single-line storage: When you access your Verizon Cloud plan, you can only see the content uploaded by or synced with your line. You can't view the cloud content for all of the devices on your plan 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.

Note: 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 Verizon Cloud plan. If you don't know your tablet's mobile number, you can find it on the My Devices page in My Verizon.

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 device, they will still be saved in the cloud:

• Pictures
• Videos
• Songs
• Documents

If you delete the following files types from your mobile device, 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.

You can download content to your:

• Phone:
  • Restore all content in your Verizon Cloud account
  • Download content by selecting one or more files at a time
• Computer: You'll be able to download content when you first install the Cloud app on your computer.

Yes, you can use the Verizon Cloud app - Mobile, Tablet, Computer.

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: To back up your content on iOS devices, you must:

• Allow Verizon Cloud location access. This access allows Verizon Cloud to automatically back up photos when your location changes. Your location information will never be stored.
• Allow Verizon Cloud access to your content (e.g., contacts, photos, videos, etc.). This is particularly important after installing iOS 14, which has more granular levels of permissions. We recommend you give Verizon Cloud access to "All Photos" in order to ensure that these photos and videos are backed up.

Yes, follow these instructions on both your old phone and your new phone at the same time:

1. Download and open the Verizon Cloud app.
2. Tap the More menu icon in the bottom right corner.
3. Tap Content Transfer.
4. Follow the onscreen prompts on both phones to transfer your content to your new phone.

Note: The Content Transfer tool in Verizon Cloud only transfers content saved on your device. It won’t transfer content saved only in your Cloud account.

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.

The Verizon Cloud app for iOS won't automatically back up your video files. You must activate the automatic video backup setting first.

View 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 uploaded the next time Verizon Cloud backs up.

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 during the next sync.

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.

When you first sync your mobile device with Verizon Cloud using the Cloud app, 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 mobile 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, it may take more than 2 minutes, depending on how many texts and other files there are. For your first upload, always use Wi-Fi with your device connected to a wall outlet until the process is complete.

It depends on the type of file and your settings.

By default, if you delete these file types from your device, they are still saved in the cloud:

• Pictures
• Videos
• Songs
• Documents

If you delete these files types from your mobile device, they will also be deleted from the cloud during the next sync:

• 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.

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. However, messages and call logs aren't accessible through the Verizon Cloud app.

Data charges may apply according to your data plan.

You can download content to your:

• Phone:
  • Restore all content in your Verizon Cloud account
  • Download content by selecting one or more files at a time

Verizon Cloud automatically uploads all the data for each content type you've selected (e.g., photos, 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 through the My Verizon website to see what is backed up in your account.

If you keep Verizon Cloud in "Wi-Fi only" mode, most content types will be backed up over Wi-Fi. Certain content types, such as contacts, call logs and messages may continue to sync over a cellular network and wireless data charges will apply.

If your device is connected to a cellular 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 wireless data plan.

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.

Access Locked Folder from the My Cloud website or the Cloud mobile or desktop apps.

The first time you access your Locked Folder you must set up the security features:

1. Create a 6-digit PIN: This new PIN is separate from your device PIN. You can't use too many repeating (e.g.,11111) or sequential numbers (e.g.,12345). You'll be prompted to re-enter the PIN to validate it.
2. Create security questions: Choose 3 question/answer pairs for when you need to reset your PIN. Once complete, you’ll see the Locked Folder home screen.
3. Set up Biometric access (if your device is biometric capable):
   • If Biometrics aren't enabled - You’ll be asked if you'd like to use biometrics to access the Locked Folder. If so, you’ll be directed to the device settings.
   • If Biometrics are enabled - You can confirm you want to use your fingerprint or facial scan instead of the PIN.
   Once your Biometric access is set up, you'll see the Locked Folder home screen.

After the initial setup, you can access Locked Folder in the Verizon Cloud by entering your 6-digit PIN or using your Biometric sign in on the mobile app.

Note: If you enter the incorrect PIN 8 times, you can't access your Locked Folder for 5 minutes.

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.

You can quickly and easily search and organize your photos by the objects in them or by your friends and family. The Verizon Cloud mobile app automatically detects and identifies objects in your photos.

To search, tap the Search icon on the bottom of the screen. Enter a word describing an object or thing that you'd like to search for in your photos (e.g., dog, baseball, beach, etc.). You'll see all the photos that are recognized as containing that object or thing.

When turned on by you, the Tag and Search feature lets you organize your photos by the faces in them. The Verizon Cloud mobile app uses face recognition technology to detect faces, and group photos of the same person together. You can then apply a name for that face and more easily find photos of that person in your Verizon Cloud.

Note:

• When tag and search is turned on, you're allowing us to use face recognition technology to create face models of yourself and persons in your photos. You're also letting us know you have the permission of others in your photos.
• The Tag and Search face recognition feature isn't available in all locations. Based on the state or country where the photo was taken (if location information is available for that photo), certain photos may not appear in a search result or in a People album you want to name.

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, Tag and Search in the Verizon Cloud app applies face recognition technology to your photos to detect faces and look for recognizable patterns to identify people. Then it can group photos of the same person together in your People album.

You can also add names to each person in your People album. These names are private to your account, even if you share your photos with others. Your People album lists the grouping of people in your photos.

Note:

• When tag and search is turned on, you're allowing us to use face recognition technology to create face models of yourself and persons in your photos. You’re also letting us know that you have the permission of others in your photos.
• The Tag and Search face recognition feature isn't available in all locations. Based on the state or country where the photo was taken (if location information is available for that photo), certain photos may not appear in a search result or in a People album you want to name.

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.

Backtrack is a desktop tool offered for Verizon Cloud Unlimited Group and Unlimited Individual plans. Backtrack lets you bulk-restore earlier versions of all files* backed up from a device. You can restore file versions as of a specific day in the past 30 days.

Backtrack protects your files so they can be:

• Recovered after a suspected virus, ransomware, or other malware attacks that infected or deleted your files.
• Restored in the event of accidental mass deletion.
• Accessed to get a historical version of your files.

Important:

• Backtrack does not restore system level backups or backups of contacts or messages.
• Backtrack doesn't let you restore earlier versions of only specific files. Backtrack bulk restores the entire backup for the device as of a selected date.
• Backtrack isn't an antivirus solution.

Learn how to launch Backtrack from your desktop:

• Mac Desktop
• Windows Desktop

Here's how to use Backtrack to restore files:

1. Sign in to Verizon Cloud and start Backtrack.
2. Select the stored information that you want to Backtrack.
3. Select the date that you want to Backtrack to.
   • We suggest you choose the day before the suspected event.
4. Confirm that the stored information and date are correct.
5. Wait until the Backtrack is complete.

To Backtrack from another device other than the one you run Backtrack from: Sign in to Verizon Cloud on the other device to let the Backtracked files sync to the device.

You can use Backtrack to back up to 30 days in the past.

The "number of modifications" is how many times the content of an existing file was changed. The changes can be through either user actions (e.g., overwriting, deleting, uploading. The changes can also be external actions (e.g., system changes like location data updates if GPS is turned on, external ransomware encryptions etc.).

Note: If you upgrade from a lower tier plan to the Verizon Cloud Unlimited Group or Unlimited Individual plan, the first day of the upgrade may show a higher number of modifications due to data migration during the update.

Backtrack locates and restores each file's most recent revision as of the date you specify.

When you select a date to backtrack to, any file modifications made after the specified date are reversed and the version of each file on the chosen date is now available.

Note:

• If no version of the current file existed as of the end of the specified date, Backtrack moves the current file to Trash.
• To preserve a file or files that are on backed-up local folders or in Verizon Cloud - Before you perform a Backtrack file restore - you should download the files from Verizon Cloud and then move or copy them to an external hard drive or storage location. Otherwise, the files may be deleted when you Backtrack.

Backtrack locates and restores file versions as of a selected date, however:

• Be sure that any unwanted local files on your device are cleared before you perform a Backtrack.
  • You'll need to delete the newer local files manually if you don't want them so that your device's local folder ends up with only the files that existed at the end of the specified Backtrack date.
    • To delete local files:
      • Pause synching or log out of Verizon Cloud on the device.
      • Delete the Verizon Cloud folder(s) that are being backed up on that device.
      • Run Backtrack for that device's stored information.
• Backtrack cannot:
  • Recover permanently deleted files or versions.
  • Recover file versions made earlier than the Backtrack history of 30 days.
  • Recover versions made earlier in the day if multiple versions were made on the specified day. Backtrack can only recover the version that existed at the end of the specified day.
• Backtrack doesn't restore archived files if they were created after the end of the specified date.

Note: Backtrack can only be done from the Verizon Cloud app on a desktop computer.

Here's how Backtrack for archive files works:

Scenario:

• Day 1: You have an account with Backtrack and have Archive Files enabled.
• Day 10: You create a file and it is backed up to Cloud.
• Day 11: You delete the local version of the file to save space. Since Archive Files is enabled, the server version of the file is kept.
  
  At this point, you expect that the file is safely archived and can be recovered, which it is.
• Day 20: Backtracks to one of the Days 1-9 before the archived file existed on the stored information. Backtrack moves the file into Trash where it will eventually be auto-deleted.
  
  At this point, you might still expect that the file is still archived because of what occurred on Day 11.
  
  Note: the file is in the trash and will be auto-deleted.

You can run another Backtrack to a different date; however, you can't undo a Backtrack and return to the present date.

For example: Today is Friday and you Backtracked a device to 4 days ago (Monday). If you wanted to undo, you can Backtrack again to yesterday (Thursday). But any changes made today (Friday) aren't recoverable.

Learn how to recover your files on our Verizon Cloud desktop app - recover files page.

If you still find files in Verizon Cloud that are encrypted or missing, be sure that:

• Before the Backtrack, you deleted all encrypted files on your devices. We recommend you delete all the folders that Verizon Cloud is backing up before the Backtrack. That way a fresh copy will be synced to each device when the Backtrack completes.
• After the Backtrack is complete, you sign back into Verizon Cloud and let the sync complete.
• You chose a date that's earlier than the suspected ransomware attack.

If you're still finding encrypted or missing files in Verizon Cloud, contact us.

Yes. Just select an earlier date to go back in time. To Backtrack to a later date, repeat the process and select the later date.

Note: You can't Backtrack to the present date.

No. The shared file is separate from the cloud version of the file it was created from. Shared versions do not get automatically updated with newer versions.

Note: Backtrack does not affect shared files.

If the Backtracked file is missing or if it doesn't look correct to you, it could be due to the following:

• The version you want is from a different date than the one you selected.
• The version you want is from an earlier time on the selected date. (Backtrack only restores the version that existed at the end of the selected date.)
• The version is older than 30 days.
• The file was permanently deleted on or before the selected date.

To move Backtrack files to a different location:

1. Backtrack the stored information and sync it to the local desktop device.
2. Move the restored files from that device to your desired location.

It can sometimes take a few hours for all of your stored information to be updated to Backtrack. If they're not appearing, try again later. If they still aren't appearing, contact Customer Service.

Yes. When Backtrack creates prior versions of a file it counts against your storage quota. However new versions are produced only when a file update takes place within the previous 30 days. Your quota isn't affected if a file isn't modified since no new versions are produced.

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.

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@verizon.com.

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.

Yes, you can. Prior to disconnecting your Verizon service or porting out your phone number from Verizon, you'll need to complete your profile within the Verizon Cloud app with a valid email address and password, 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 carrier. This step must be completed within 30 days of your disconnect from Verizon service. After 30 days, your Verizon Cloud content will no longer be available to restore.

Note: Each member on your Verizon account that has Verizon Cloud must follow these same steps in order to continue to access their content.

At this time, business and government accounts aren't eligible to continue using the Verizon Cloud service after they disconnect their Verizon service.

Yes, you can sign up through the Verizon Cloud website.

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

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

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.