Question 1

What is Backtrack?

Accepted Answer

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.

Question 2

How do I launch Backtrack from my desktop?

Accepted Answer

Learn how to launch Backtrack from your desktop: Mac Desktop Windows Desktop

Question 3

I have a shared Verizon Cloud plan. What happens if I remove a user, a user leaves, or I switch to a storage option that’s not shared?

Accepted Answer

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.

Question 4

How do I cancel my Verizon Cloud subscription?

Accepted Answer

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.

Question 5

My current plan includes Verizon Cloud storage for no additional cost or discounted with my current wireless calling plan. What happens if I switch to a plan that doesn't include Verizon Cloud?

Accepted Answer

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 already have a 600GB Cloud plan - When you move to myPlan your data isn't affected, however you will lose any discounts associated with the previous mobile phone plan. When enrolling in myPlan via my Verizon app or online, 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 have no content saved in Verizon Cloud, your Cloud account will be automatically deleted and there is no action needed. In a Representative-assisted plan change, ask them to assist you in making a selection before completing your plan change.

Question 6

How do I know how much Verizon Cloud storage I've used?

Accepted Answer

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.

Question 7

If I switch my Verizon Cloud storage from Unlimited Group to 2TB or vice versa, does anything happen to the shared users on my plan?

Accepted Answer

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.

Question 8

I have a Verizon Cloud Unlimited Group or Verizon Cloud 2TB plan. How do I add users under my plan subscription or move existing users under one subscription?

Accepted Answer

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: 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. The plan owner can add up to 4 other members to their plan. Follow the steps in our Verizon Cloud How to Guide. 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: 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. Once authentication is complete, the member should tap Join new plan and wait for a confirmation that the invitation is accepted. 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. All of the member's files will be moved to a private space within the plan owner's account.

Question 9

What is Verizon Cloud?

Accepted Answer

Verizon Cloud is a service that wirelessly stores your files TT in the cloud. Files are encrypted during transfer and stored securely. You can use them anytime on all your devices: phones, computers and tablets. Verizon Cloud can automatically back up your files, making it easy to upgrade devices and restore files after damage, theft or loss. 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®). Get Verizon Cloud Watch our Verizon Cloud video

Question 10

What are Verizon Cloud storage and file size limits?

Accepted Answer

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.

Question 11

I don't see some of my files in the cloud. Does Verizon Cloud upload from certain locations on my phone, tablet or computer?

Accepted Answer

Yes, Verizon Cloud uploads from multiple locations depending on the device type. Content Type Stored Location on Device Contacts Phone or Contacts app Messages1 Messaging, Messages or Text app Call Logs1 Call History or Recent tab in the Phone app Photos and Videos Android (both internal + external removable memory): Root folder3 DCIM and sub-folders Pictures and sub-folders SD_VIDEO folder in the Casio Commando 4G iOS: Camera Roll and Videos in the Photos app Music2 Android (both internal and external removable memory) Root folder3 Music and sub-folders Documents2 Microsoft&reg; Office documents (PDF, PPT, PPTX, DOC, DOCX, XLS and XLSX) located anywhere on the device will be backed up 1 Messages and call logs can't be 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.

Question 12

How do I get Verizon Cloud on my phone, tablet or computer?

Accepted Answer

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 Verizon Cloud content online through the My Verizon website (or 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.

Question 13

How much does Verizon Cloud cost and what are my storage options?

Accepted Answer

Visit our Verizon Cloud page to see our current pricing and storage options for securely storing your other content. You can sign up for Verizon Cloud and upgrade your storage amount in the Verizon Cloud app. You can choose from these Verizon Cloud plans: Unlimited Individual - single user, one phone, multiple computers and tablets ($13.99/month value). Unlimited Group - up to 5 users, multiple devices ($19.99/month value). 600GB - single user, single device ($5.99/month value). Or, when you have our current mobile phone plans you’re eligible to get our Unlimited Individual Verizon Cloud Storage perk ($13.99/month value) for $10/month. When you have an eligible home internet plan you can get either: Unlimited Individual Verizon Cloud Storage perk ($13.99/month value) for $10/month. Unlimited Group Verizon Cloud Storage perk ($19.99/month value) for $15/month Note: Verizon Cloud Contact storage is included with your Verizon mobile service for no additional charge. You may be eligible to buy Unlimited Individual Verizon Cloud Storage for $10/month ($13.99/month value) when you have Unlimited Ultimate, Unlimited Plus and/or Unlimited Welcome*. Verizon Cloud 600GB is included at no extra charge with certain monthly phone plans, including 5G Get More,** 5G Do More,** Get More Unlimited,** Do More Unlimited,** Above Unlimited** and with the 5G Home Plus monthly plan for your home internet. Verizon Cloud 600GB is not available when you have 5G Home Internet. *If you have Welcome Unlimited you can also add perks to that plan. Welcome Unlimited is no longer available to add to your account. **This plan is no longer available to add to your account.

Question 14

What types of files can I store in Verizon Cloud?

Accepted Answer

You can store the following types of content TT in Verizon Cloud: Contacts (sync only) PhotosTT VideosTT Documents*TT Music*TT Text messages* (sync only) Call logs* (sync only) Note: Verizon Cloud won't back up mobile or computer operating systems, settings, apps, app data, servers, email platforms, external storage drives, and certain uncommon file types or formats. *Not available for Apple iOS devices. Call logs are Customer Proprietary Network Information (CPNI) and are subject to the Verizon Privacy Policy.

Question 15

Where are files stored on my phone, tablet or computer when I download them from Verizon Cloud?

Accepted Answer

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.

Question 16

Can I share my Verizon Cloud storage with other users?

Accepted Answer

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.

Question 17

Who is eligible for Verizon Cloud?

Accepted Answer

If you're a Verizon customer, you're eligible to sign up for Verizon Cloud. Mobile phone plans Verizon Cloud is included with these Verizon mobile phone plans: 600 GB Verizon Cloud storage is included at no charge with 5G Get More* and 5G Do More.* 500 GB Verizon Cloud storage is included with Above Unlimited.* Good to know: When you have our current mobile phone plans you’re eligible to get our Unlimited Individual Verizon Cloud Storage perk ($13.99/month value) for $10/month. Home internet plans When you have an eligible home internet plan you can get either: Unlimited Individual Verizon Cloud Storage perk ($13.99/month value) for $10/month. Unlimited Group Verizon Cloud Storage perk ($19.99/month value) for $15/month Good to know:To be compatible with the Verizon Cloud app, your mobile devices must have: Apple iOS: Versions 12.x, 13.x (iPad 13.x) or higher Android: Versions 5.x and higher Mac: OS X Mojave (10.14) or higher Windows: Windows 10 version 1903 or higher Note: Verizon Cloud can't be added to a business account, but contacts will be backed up for free. *This plan is no longer available to add to your account.

Question 18

Can I enroll in a free trial of Verizon Cloud?

Accepted Answer

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.

Question 19

Is there any type of content that I shouldn't store on Verizon Cloud?

Accepted Answer

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.

Question 20

How do I back up my content with the Verizon Cloud app?

Accepted Answer

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.

Question 21

Can I create albums or playlists using Verizon Cloud?

Accepted Answer

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

Question 22

How do I manage the content backed up from other devices on my Verizon Cloud plan?

Accepted Answer

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.

Question 23

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

Accepted Answer

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.

Question 24

How do I download content from Verizon Cloud?

Accepted Answer

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.

Question 25

If I have turned on Tag and Search, how long does Verizon Cloud retain the data associated with my face groupings?

Accepted Answer

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.

Question 26

Does the Verizon Cloud app's Tag and Search feature recognize faces in photos?

Accepted Answer

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.

Question 27

Can I add a name to a person in my Verizon Cloud People album using the Verizon Cloud app?

Accepted Answer

Yes. To add a name to a person from the library menu: Tap Photos & videos. In the Verizon Cloud app, tap Albums. Tap People. Tap the photo of the person you want to name. Tap the Menu icon in the top right of the screen. Tap Add a Name. 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.

Question 28

How do I turn on Verizon Cloud Tag and Search in the Verizon Cloud app?

Accepted Answer

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: Go to Settings in the Verizon Cloud app. Tap Tag and Search. 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.

Question 29

I'm seeing the same person twice in my People album. Can I combine them into one person?

Accepted Answer

Yes, you can merge 2 people in the People album from the library main menu: Tap Photos & videos. In the Verizon Cloud app, tap Albums. Tap People. Tap the Menu icon in the top right corner of the screen. Tap Select. Select the people you want to merge into a single person. Tap Merge. Tap Merge People. Verizon Cloud will now group all of those pictures together as a single person. Note: This action can't be reversed.

Question 30

Can I turn off the Verizon Cloud app's Tag and Search feature?

Accepted Answer

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: Go to Settings in the Verizon Cloud app. Tap Tag and Search. 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.

Question 31

How can I search or organize my photos?

Accepted Answer

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.

Question 32

How can I make my first Verizon Cloud backup faster?

Accepted Answer

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.

Question 33

Where can I get additional help with Verizon Cloud?

Accepted Answer

For help with the Verizon Cloud app: Tap the Menu icon in the top left corner. 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.

Question 34

What should I do if I get a "Windows Projected File System is disabled" error?

Accepted Answer

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

Question 35

Can I access my Locked  Folder from the web?

Accepted Answer

Yes, you can access your Locked Folder content from mycloud.verizon.com: Sign in to your Cloud account. Enter your Locked Folder PIN.

Question 36

Can I set up my Locked Folder PIN when I access my Locked Folder from the web?

Accepted Answer

No. Currently, you can only set up your Locked Folder PIN from the Verizon Cloud app with your mobile device. Once set up you can access your Locked Folder files from the web using your PIN.

Question 37

What is the Locked Folder in the Verizon Cloud app?

Accepted Answer

The Locked 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 Locked Folder is additionally secured with a 6-digit PIN of your choosing. This PIN is separate from your device PIN.

Question 38

How do I access my Locked Folder in the Verizon Cloud app?

Accepted Answer

The first time you access your Locked Folder in the Verizon Cloud app, you must set up the security features: 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. 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. 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 set up, you can access the Locked Folder in the Verizon Cloud app by entering your 6-digit PIN or using your Biometric. Note: If you enter the incorrect PIN 8 times, you can't access your Locked Folder for 5 minutes.

Question 39

How do I use my Verizon Cloud Locked Folder?

Accepted Answer

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

Question 40

Can I change my Locked Folder PIN using the Verizon Cloud app? What if I remove security from my device?

Accepted Answer

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.

Question 41

Why am I getting locked out of my Locked Folder in the Verizon Cloud app?

Accepted Answer

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.

Question 42

Does the Verizon Cloud app access or store my personal biometric information?

Accepted Answer

No, we don't access or store the personal details of your fingerprint or face. When you try to open your Locked 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 Locked Folder.

Question 43

How do I view content in my Cloud library?

Accepted Answer

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)

Question 44

Can I set the Verizon Cloud app on my desktop to automatically back up my content?

Accepted Answer

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.

Question 45

How can I sort my files?

Accepted Answer

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.

Question 46

Can I upload a file from my computer and then play or download that file on my phone with Verizon Cloud?

Accepted Answer

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.

Question 47

Does the Verizon Cloud app on my desktop automatically update?

Accepted Answer

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.

Question 48

What can I do with my Cloud content?

Accepted Answer

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)

Question 49

Why don't I see the Verizon Cloud app?

Accepted Answer

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.

Question 50

Can I use the Verizon Cloud app on my computer to upload a file to my online storage?

Accepted Answer

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.

Question 51

Can I create playlists?

Accepted Answer

Yes. To learn how to create and manage a playlist in Verizon Cloud, visit: Verizon Cloud - Apple iOS - Manage Audio Verizon Cloud - Android - Manage Audio

Question 52

How can I view my favorites?

Accepted Answer

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.

Question 53

How do I download a file in Verizon Cloud?

Accepted Answer

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). 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. 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.

Question 54

How do I sign in to the Verizon Cloud app?

Accepted Answer

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.

Question 55

Can I create albums?

Accepted Answer

Yes. To learn how to create and manage an album in Verizon Cloud, visit: Verizon Cloud - Android - Manage Photos / Videos Verizon Cloud - Apple iOS - Manage Photos / Videos

Question 56

How do I favorite my content in Verizon Cloud?

Accepted Answer

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.

Question 57

Can I have a Verizon Cloud account even if I'm not on the Verizon network?

Accepted Answer

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

Question 58

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

Accepted Answer

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

Question 59

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

Accepted Answer

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

Question 60

If I no longer have Verizon service, can I continue using Verizon Cloud?

Accepted Answer

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.

Question 61

How do I back up my content with the Verizon Cloud app?

Accepted Answer

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.

Question 62

How do I know if content on my phone is stored in my Verizon Cloud account?

Accepted Answer

Verizon Cloud automatically uploads all the data for each content type you've selected (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 to see what is backed up in your account.

Question 63

Will I use wireless data to upload or download files on my device with the Verizon Cloud app?

Accepted Answer

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.

Question 64

How do I sync my contacts using the Verizon Cloud app?

Accepted Answer

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.

Tipo de contenido	Ubicación de almacenamiento en el dispositivo
Contactos	Aplicación Teléfono o Contactos
Mensajes¹	Aplicación Mensajería, Mensajes o Textos
Registros de llamadas¹	Historial de llamadas o pestaña Recientes en la aplicación Teléfono
Fotos y videos	Android (memoria interna y externa desmontable): Carpeta raíz³ DCIM y subcarpetas Imágenes y subcarpetas Carpeta SD_VIDEO en Casio Commando 4G iOS: Rollo de cámara y videos en la aplicación Fotos
Música²	Android (memoria interna y externa desmontable) Carpeta raíz³ Música y subcarpetas
Documentos²	Se realizará una copia de seguridad de los documentos de Microsoft® Office (PDF, PPT, PPTX, DOC, DOCX, XLS y XLSX) ubicados en cualquier lugar del dispositivo

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Preguntas frecuentes de Verizon Cloud

Acerca de Verizon Cloud

¿Qué es Verizon Cloud?

¿Quién es elegible para Verizon Cloud?

¿Qué tipos de archivos puedo guardar en Verizon Cloud?

¿Cuánto cuesta Verizon Cloud y cuáles son mis opciones de almacenamiento?

¿Puedo inscribirme en una prueba gratuita de Verizon Cloud?

¿Puedo compartir mi almacenamiento de Verizon Cloud con otros usuarios?

Tengo un plan de almacenamiento grupal en Verizon Cloud Unlimited o Verizon Cloud 2 TB. ¿Cómo agrego usuarios a la suscripción de mi plan o transfiero usuarios existentes a una suscripción?

¿Cómo puedo obtener Verizon Cloud en mi teléfono, tablet o computadora?

¿Cuáles son los límites de almacenamiento y tamaño de los archivos de Verizon Cloud?

No veo algunos de mis archivos en Cloud. ¿Verizon Cloud carga desde ciertas ubicaciones en mi teléfono, tablet o computadora?

¿Dónde se almacenan los archivos en mi teléfono, tablet o computadora cuando los bajo de Verizon Cloud?

¿Hay algún tipo de contenido que no debería almacenar en Verizon Cloud?

Administrar tu cuenta de Verizon Cloud

¿Cómo puedo saber cuánto almacenamiento de Verizon Cloud he utilizado?

Mi plan actual incluye Verizon Cloud storage sin costo adicional o con descuento con mi plan de llamadas móviles actual. ¿Qué pasa si me cambio a un plan que no incluye Verizon Cloud?

¿Qué sucede con los usuarios compartidos en mi plan si cambio mi almacenamiento grupal en Verizon Cloud Unlimited a 2 TB, o viceversa?

Tengo un plan Verizon Cloud compartido. ¿Qué ocurre si elimino a un usuario, si un usuario se retira o si cambio a una opción de almacenamiento no compartido?

¿Cómo cancelo mi suscripción a Verizon Cloud?

Administrar contenido en Verizon Cloud

¿Cómo hago una copia de seguridad de mi contenido con la aplicación Verizon Cloud?

¿Cómo administro el contenido de otros dispositivos respaldado en mi plan de Verizon Cloud?

¿Cuando borro algo de mi teléfono, tablet o computadora se sigue guardando en Verizon Cloud?

¿Cómo bajo el contenido de Verizon Cloud?

¿Puedo crear álbumes o listas de reproducción con Verizon Cloud?

Administrar el contenido de Verizon Cloud desde tu dispositivo móvil

¿Cómo hago una copia de seguridad de mi contenido con la aplicación Verizon Cloud?

¿Puedo usar Verizon Cloud app para transferir el contenido de mi teléfono usado al nuevo?

¿Cómo sincronizo mis contactos con Verizon Cloud app?

¿Cómo hago una copia de seguridad de mis videos con Verizon Cloud app en un dispositivo móvil de Apple?

¿Cómo administro mis mensajes de texto y registros de llamadas con Verizon Cloud app?

¿Cuántos mensajes de texto se sincronizarán con Verizon Cloud?

¿Se guardará en Verizon Cloud el contenido que borre de mi teléfono y tablet?

¿Cómo obtengo mis contactos en el nuevo teléfono desde Verizon Cloud?

¿Cómo bajo el contenido de Verizon Cloud?

¿Cómo sé si el contenido de mi teléfono está almacenado en mi cuenta de Verizon Cloud?

¿Usaré los datos móviles para cargar o bajar archivos en mi dispositivo con la aplicación Verizon Cloud?

Carpeta bloqueada de Verizon Cloud (solo versión móvil de Verizon Cloud app)

¿Qué es la carpeta bloqueada en la Verizon Cloud app?

¿Cómo puedo acceder a mi Carpeta bloqueada en la Verizon Cloud app?

¿Cómo uso mi carpeta bloqueada de Verizon Cloud?

¿Verizon Cloud app accede a o almacena mi información biométrica personal?

¿Puedo cambiar el PIN de mi carpeta bloqueada con la Verizon Cloud app? ¿Qué pasa si elimino la seguridad de mi dispositivo?

¿Por qué me están bloqueando mi carpeta bloqueada en la Verizon Cloud app?

¿Puedo acceder a mi carpeta bloqueada desde internet?

¿Puedo configurar mi PIN de carpeta bloqueada cuando accedo a mi carpeta bloqueada desde la web?

Usar Tag and Search (Etiqueta y búsqueda) en Verizon Cloud (solo la versión móvil de Verizon Cloud app)

¿Cómo puedo buscar u organizar mis fotos?

¿Cómo activo Tag and Search de Verizon Cloud en Verizon Cloud app?

¿La función Tag and Search de Verizon Cloud app reconoce los rostros en las fotos?

¿Puedo asignarle un nombre a una persona en mi álbum People (Personas) a través de Verizon Cloud app?

Veo a la misma persona dos veces en el álbum People (Personas). ¿Puedo fusionarlas en una sola persona?

¿Puedo desactivar la función Tag and Search en Verizon Cloud app?

¿Cuánto tiempo conserva Verizon Cloud los datos asociados a mis agrupaciones por rostros si he activado Tag and Search?

Usar Locations (Ubicaciones) en Verizon Cloud (solo la versión móvil de Verizon Cloud app)

¿Qué es la función Locations (Ubicaciones) de Verizon Cloud en Verizon Cloud app?

¿Cómo activo la configuración de ubicación de la aplicación de la cámara en mi dispositivo móvil?

¿Cómo puedo acceder a la función Locations (Ubicaciones) en Verizon Cloud app?

¿Qué sucede con la función Locations (Ubicaciones) de Verizon Cloud app si desactivo la ubicación para la aplicación Cámara?

Usar Verizon Cloud app en tu dispositivo móvil

¿Cómo ingreso en la aplicación Verizon Cloud?

¿Cómo puedo ver el contenido de mi biblioteca de Cloud usando Verizon Cloud app?

¿Qué puedo hacer con mi contenido de Cloud usando Verizon Cloud app?

¿Cómo puedo clasificar mis archivos con Verizon Cloud app?

¿Cómo puedo ver mis favoritos con Verizon Cloud app?

¿Puedo crear álbumes con Verizon Cloud app?

¿Puedo crear listas de reproducción con Verizon Cloud app?

¿Cómo puedo marcar como favorito mi contenido en Verizon Cloud usando la versión móvil de Verizon Cloud app?

¿Cómo bajo un archivo en Verizon Cloud usando Verizon Cloud app?

¿Qué es la función Verizon Cloud para escritorio que veo en mi aplicación móvil Verizon Cloud?

¿Cómo descargo la aplicación Verizon Cloud para escritorio usando el código QR?

¿Se inicia automáticamente la descarga de la aplicación Cloud para escritorio después de escanear el código QR?

Si no puedo escanear el código QR, ¿qué debo hacer para obtener Verizon Cloud para escritorio?

¿El código QR vence?

Cómo usar Verizon Cloud en tu computadora

¿Cómo ingreso en la aplicación Verizon Cloud?

¿Puedo usar la aplicación Verizon Cloud en mi computadora para cargar un archivo a mi almacenamiento en línea?

¿Puedo cargar un archivo desde mi computadora y luego reproducir o bajar ese archivo en mi teléfono con Verizon Cloud?