Verizon Cloud FAQs

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 also access your Cloud content online through the My Verizon website (or the Verizon Cloud website if you don't have a Verizon account).

Notes:

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

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: In order to back up your content on iOS devices, you need to:

• 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 the below 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 Menu icon in the top left 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.

That depends on which type of storage plan you have:

• Unlimited or 2 TB 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 account, 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 account 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 Cloud account. If you don't know your tablet's mobile number, you can find it on the My Devices page in My Verizon.

*If you signed up for the 2 TB Shareable plan before 12/2/20, users of the shareable plan can add content to the shared folder and access it from any device that's sharing the Verizon Cloud plan. Content that isn’t in the shared folder won’t be accessible by another user on the shareable plan. Important: The 2 TB Shareable plan is changing on or after 7/6/22. Learn more about the change.

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

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

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

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

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

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

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

*Not available on iOS devices.

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

When you switch to a new 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 may take more than 2 minutes, depending on how many texts and other files you have to sync. For your first sync, always use Wi-Fi with your device connected to a wall outlet until the process is complete.

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 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.

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

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

Note: Some devices may not support syncing all the content in your Verizon Cloud account. In that case, all remaining content is still protected in the cloud and accessible online through My Verizon or the Verizon Cloud desktop app for your computer. However, messages and call logs aren't accessible through the Verizon Cloud app, Verizon Cloud website or in My Verizon.

Data charges may apply according to your data plan.

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.

Verizon Cloud automatically uploads all the data for each content type you've set it to sync (e.g., pictures, videos, etc.). As long as you choose to back up / sync a content type, and have room in your account to store it, everything you have on your mobile device will be uploaded to Verizon Cloud.

You can also view your Verizon Cloud content in My Verizon or through the Cloud desktop app 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.

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 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 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 backs up from multiple locations depending on the device type.

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.

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

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

Note: Messages and call logs can't be backed up from or restored to iOS devices 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.

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

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.

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

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

The first time you access your Private Folder, you’ll need to 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 (11111) or sequential numbers (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 Private 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 Private 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 Private Folder home screen.

After the initial set up, you can access the Private Folder by entering your 6-digit PIN or using your Biometric.

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

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

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

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

Yes, you can reset your PIN under your Private Folder settings.

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

To access your Private 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 Private Folder for 5 minutes.

Tag and search is a feature of Verizon Cloud that makes it easier to search and organize your photos. Search for your favorite animals, label your friends and family in photos, and create albums of your best memories. The tag and search feature also helps us customize photo stories for you and personalize your experiences in Verizon Cloud.

Note: This 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.

As a new user, when you open your Verizon Cloud app, you'll be asked for permission to turn on the tag and search feature for your Cloud account.

If you tap Agree, the feature will be turned on and you can start using it. You'll see the Search icon at the top of the screen when viewing your photos and videos. You'll also see your People album in the Albums section of the app.

If you tap Not Now, or if you don't see the tag and search invitation screen when you open the Verizon Cloud app, you can always turn it on at a later time using the following 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.

With tag and search turned on, go to your photos in the Verizon Cloud app and tap the Search icon at the top of the screen. Enter 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 we've recognized as containing that object or thing.

Yes, tag and search 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 utilize face recognition technology to create face models of yourself and persons in your photos, and you're letting us know that you have the permission of others in your photos.

To add a name to a person:

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

You've successfully added a name to a person in your Cloud People album.

Yes, you can merge 2 people in the People album:

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

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

Note: This action can't be reversed.

Yes, but if you disable the tag and search feature, all tags and face labels (including the face models) associated with your photos will be deleted. If you turn tag and search back on again, you'll have to re-apply names to each person in your People album.

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.

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, 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.

The users sharing your account 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.

The user(s) will be immediately locked out. They must sign up for their own Verizon Cloud storage account within 30 days, or their content will be permanently deleted.

Note: If they have 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.

You can use your My Verizon username and password to sign in.

Yes, once you’re signed in to the Verizon Cloud app on your computer, you can upload files to Verizon Cloud from your computer.

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, the Verizon Cloud app on your computer supports automatic backups to your online storage.

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

The Verizon Cloud app may already be running.

To open the app:

1. Click on the Cloud icon in the system tray.
2. Click the Menu icon (horizontal dots).
3. Click Settings.

That depends on which version of the Verizon Cloud desktop app you have:

• Old version (installed prior to 12/2/20): You need to manually update the app to the newest version.
  
  Note: After you download and open the new version, you’ll be prompted to uninstall the old app before the new app can complete installation. When prompted, close the installation window, uninstall the old app, and then open the new app to complete installation. Going forward, you’ll be notified when an update for the app is available.
• New version (installed on or after 12/2/20): You'll receive a notification telling you when a new version of the app is available and prompting you to update it.

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.