Verizon Cloud FAQs

Verizon Cloud is an app that lets you easily and automatically backup files  and sync to compatible phones, tablets and computers on Android, iOS, Windows and MAC operating systems - in their original form.

Verizon Cloud features and benefits:

If you’re a Verizon customer you can subscribe to Verizon Cloud through the Verizon website or My Verizon using:

• Apple App Store
• Google Play through a Smartphone or Tablet

Watch our Verizon Cloud video to learn more.

*Unlimited Verizon Cloud plans only.

You are eligible for Verizon Cloud if you have:

• A Verizon mobile phone plan, Verizon Home Internet or a Cloud for Life profile.
• A compatible device running current software:
  • Apple iOS: Versions 15.x, 16.x (iPad 16.x) or higher
  • Android: Versions 12.x or higher
  • Mac: OS X Mojave (10.14) or higher
  • Windows: Windows 10 version 1903 or higher

Some legacy mobile and home internet plans have Verizon Cloud storage included at no charge including:

• 5G Get More, 5G Do More, Get More Unlimited, Do More Unlimited, and above Unlimited plans include 600 GB of Verizon Cloud storage
• Select Fios, LTE Home and 5G Home Internet plans

You should know: If you leave Verizon, your Verizon Cloud access is terminated and disconnected. Access content after leaving Verizon with a Cloud for Life subscription.

You can store the following types of content in Verizon Cloud on mobile phones, laptops and tablets:

• Contacts (sync only)
• Photos
• Videos* 
• Documents** 
• Music** 
• Text messages** (sync only)
• Call logs** (sync only)

*Do not copy, upload, download or share content unless you have the right to do so. We reserve the right to remove any Content that may violate the law or this Agreement or harm our users, third parties or Verizon. See the Verizon Cloud Terms & Conditions for more information.

**Not available for Apple iOS devices. Call logs are Customer Proprietary Network Information and are subject to the Verizon Privacy Policy.

Supported file formats are: doc, docx, xls, xlsx, ppt, pptx, pps, pdf, txt, rtf, dot, html, htm, xml.

File upload limits:

• Maximum individual file size is 10 GB.
• Daily upload limit: 50 GB per user after the initial backup is complete.
• After 500 GB is uploaded in one month, daily upload limit reduces to 10 GB a day for the remainder of that month.

Good to know: Verizon Cloud does not back up mobile or computer operating systems, settings, apps, app data, servers, email platforms, external storage drivers and certain uncommon file types or formats.

The monthly charge for Verizon Cloud depends on the tier of service you choose and the number of lines on your account with access.

Single user plans:

• Unlimited for $13/month ($10/month perk available).*
• 600 GB for $5.99/month.
• Mobile phone contacts backup is free of charge.

Storage for up to 5 users:

• Unlimited Group for $19.99/month ($15/month with home internet plan perk).*
• Unlimited myPlan mobile phone plan and myHome Verizon Home Internet plan customers are eligible for a discount on unlimited Verizon Cloud storage plans with plan perks.*

Some mobile and home internet plans have Verizon Cloud storage included at no charge:

• 5G Get More, 5G Do More, Get More Unlimited, Do More Unlimited and above Unlimited plans include 600 GB of Verizon Cloud storage. These plans are no longer available to add to accounts.
• Select legacy Fios and 5G Home Internet plans.

*Visit Unlimited Cloud Storage perk with select mobile and home internet plans FAQs to learn more.

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 monthly 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.

The Unlimited Group and 2 TB* storage options can be used by up to 5 people per subscription. You can add an unlimited number of compatible devices, including devices that aren't on your Verizon account.

All other storage subscriptions, 600 GB and Unlimited Individual, are for a single mobile line only. They can't be shared with other people, not even with other lines on your Verizon account.

Note:

• Each line can only have one storage option, either shareable or individual storage.
• When a new Verizon Cloud Unlimited Group plan is added to a line on your account:
  • Verizon will immediately add that line to any existing Verizon Cloud Unlimited Group subscriptions.
  • This is for subscriptions that have invite spaces.
  • Applies up to 5 users per subscription at no additional charge.
• The Verizon Cloud mobile app. My Verizon App or My Verizon website settings section allow the owner of the Verizon Cloud storage shareable plan (Verizon Cloud 2TB or Verizon Cloud Unlimited Group) to review or add/delete users.
• Verizon Cloud subscriptions can be managed or canceled at any time by the Verizon Account Owner or Manager.

*No longer available to add to accounts.

Only the plan owner can add or remove plan users to a Verizon Cloud Unlimited Group or Verizon Cloud 2TB subscription.

Follow these steps to let members access your Verizon Cloud shared plan:

1. From the Verizon Cloud mobile app, My Verizon app or My Verizon website choose the Verizon Cloud Unlimited Group or 2TB plan line that will be the plan owner.
2. The plan owner can add up to 4 other members to their plan. Follow the steps in our Verizon Cloud How to Guide.
3. Each invited member will receive an email or text inviting them to the shared Verizon Cloud plan. The invited member should follow the prompts in the email or text:
   1. The member should tap Get Started and sign in to their existing My Verizon account. If the member doesn’t have a My Verizon account, they should register for a new My Verizon account. If signing in from the website, they’ll receive a notification on their mobile device to allow access.
   2. Once authentication is complete, the member should tap Join new plan and wait for a confirmation that the invitation is accepted.
   3. If the member being invited already has a separate Verizon Cloud storage plan (individual or shareable), the member's Verizon Cloud feature will be moved to the plan owner's account and the member's separate Verizon Cloud subscription will be canceled.
   4. All of the member's files will be moved to a private space within the plan owner's account.

To get Verizon Cloud:

• On your phone or tablet: Search for "Verizon Cloud" in the app store on your mobile device to download and/or open the app.
• On computers: Download the Verizon Cloud desktop app:
  • PC
  • Mac

Once you've downloaded the app, tap Get Started and follow the onscreen prompts to start using the app.

You can access your content through the My Verizon website or the Verizon Cloud app on your Apple® iOS device, Android™ device or computer (Windows® or Mac®). You can also access your content through the Verizon Cloud website if you don't have a Verizon account.

Note:

• Backup and sync of content on your mobile phones and computers is available only with the Unlimited Group, Unlimited Individual or 2TB Verizon Cloud storage options.
• Only the Account Owner or Account Manager can sign up for a shareable storage option.

Your total storage amount depends on your plan. For all plans, individual users can only upload up to 50 GB each day, using the Verizon Cloud desktop app after the initial backup completes.

If you:

• Reach the 50 GB limit, you can't upload additional files on that day using the Verizon Cloud desktop app.
• Exceed 500 GB in a month, your 50 GB daily limit will be reduced to 10 GB each day for the rest of the month.

The maximum individual file size you can upload through the Verizon Cloud desktop or mobile app is 10 GB. Most content won't be larger than 10 GB, but Blu-ray™ and 4K formatted videos may exceed this file size limit and won't be supported.

Yes, Verizon Cloud uploads from multiple locations depending on the device type.

¹ Messages and call logs can't be synced 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.

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 synced from or restored to iOS devices or computers. 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.

Do not copy, upload, download or share Content unless you have the right to do so. We reserve the right to remove any Content that may violate the law or this Agreement or harm our users, third parties or Verizon.

Verizon Cloud isn't designed for secure transmission or storage of personal healthcare information. Therefore, it 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.

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.

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.

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.

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.

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

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.

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.