preguntas frecuentes de Verizon Cloud

The 500 GB Verizon Cloud storage option has been increased to 600 GB for $5.99. It now includes more storage and free shipping on prints and gifts for just $0.99 more each month.

If you had the 500 GB storage option, your account was automatically increased to 600 GB of storage for $5.99/month. This was done to help avoid a break in service and provide continued access to your important photos and files stored in Verizon Cloud. A notification about this change was sent to the Account Owner on your Verizon account.

Verizon Cloud is a service that offers secure cloud storage to wirelessly back up and sync content between your phone, tablet, computer and other devices:

You can access your content through the My Verizon website or the Verizon Cloud app on your iOS device, Android™ device or computer.

Plus, if your phone is ever damaged, lost or stolen, you don't have to worry about losing your contacts or files.

The following types of content are supported by Verizon Cloud:

• Android:
  • Contacts (sync only)
  • Fotos
  • Videos
  • Música
  • Documentos
  • Text messages* (sync only)
  • Call logs* (sync only)
• Apple® iOS:
  • Fotos
  • Videos
  • Documentos
  • Contacts (sync only)

Get Verizon Cloud now or watch a video about Verizon Cloud to learn more.

*Call logs are Customer Proprietary Network Information (CPNI) and are subject to the Verizon Privacy Policy.

Go to our Verizon Cloud page to see our current pricing and storage options.

You can sign up for Verizon Cloud and upgrade your storage amount in the Verizon Cloud app.

Note: A certain amount of Verizon Cloud storage is included at no extra charge with Get More Unlimited, Do More Unlimited and Above Unlimited plans.

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 the applicable monthly recurring charge 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.

You can cancel in the Verizon Cloud app, in My Verizon, at a Verizon store or by calling Customer Service.

Anyone can sign up for Verizon Cloud, even if you don't have Verizon wireless service.

The 2 TB Cloud storage option is for your entire account to share. You can add some or all of your eligible lines to this shareable plan. Each line can only be subscribed to one storage option: the 2 TB shareable plan or an individual storage plan.

All other storage options are for a single line only. They can't be shared with other lines on your account.

Search for "Verizon Cloud" in the app store on your mobile device to download and/or open the app. Then tap Get Started and follow the onscreen prompts to start using the app.

Note: Only the Account Owner or Account Manager can sign up for the 2 TB option that is shared across all lines on your account.

On computers: Once you have the app set up on your phone, you can: 

• Access your Cloud content online through the My Verizon website (or the Verizon Cloud website if you don't have a Verizon account)
• Download the Verizon Cloud desktop app onto your computer.

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

Note: 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. Toca el ícono Menú en la esquina superior izquierda.
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.

Cuando abras la aplicación Verizon Cloud por primera vez en tu dispositivo móvil, realizarás el proceso de configuración. Después de completar ese proceso, tus contactos se sincronizarán automáticamente y en forma regular a una hora programada.

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.

When you access your Verizon Cloud account through the My Verizon website or through the Verizon Cloud app on your device, you can only see the content uploaded by or synced with the specific device associated with that line on the account. 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.

Notas:

• If you have 2 TB of shared cloud storage, you can add content to your shared folder and access it from any device that's sharing your Verizon Cloud 2 TB plan. Content that isn't in your shared folder won't be accessible from another device.
• 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. Si inicias sesión con tu número de teléfono móvil, puedes ver, sincronizar y hacer copias de seguridad a la cuenta de Cloud de tu teléfono. If you don't know your tablet's mobile number, you can find it on the My Devices page in My Verizon.

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.

Si tu dispositivo admite la sincronización de textos y registros de llamadas en Verizon Cloud*, puedes administrar lo que esté en la nube directamente desde las aplicaciones de texto y llamadas de tu dispositivo.

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 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.

Cuando te cambies a un nuevo dispositivo, todos los mensajes de texto guardados en Verizon Cloud se restaurarán a tu nuevo dispositivo.

Note: The first time you sync to Verizon Cloud may take a long time, 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 phone or tablet, they will still be saved in the cloud:

• Fotos
• Videos
• Canciones
• Documentos

If you delete the following files types from your phone or tablet, they will also be deleted from the cloud:

• Contactos
• Mensajes de texto
• Registros de llamadas
  

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
• Computadora

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 to see what is backed up in your account.

If you keep Verizon Cloud in "Wi-Fi only" mode, you won't be charged for data usage.

If your device is connected to the Verizon 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 data plan.

Sí, Verizon Cloud hace copias de seguridad desde múltiples ubicaciones, según el tipo de dispositivo.

¹ No se puede hacer copias de seguridad ni restaurar los mensajes y registros de llamadas a dispositivos iOS.

² Puedes transferir y acceder a la música y los documentos almacenados en Verizon Cloud a través de la aplicación Verizon Cloud en dispositivos iOS, pero no podrás hacer copias de seguridad de la música y los documentos en tales dispositivos, ni podrás descargarlos a ellos.

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. Puedes transferir y acceder a la música y los documentos almacenados en Verizon Cloud a través de la aplicación Verizon Cloud en dispositivos iOS, pero no podrás hacer copias de seguridad de la música y los documentos en tales dispositivos, ni podrás descargarlos a ellos.

Verizon Cloud supports each of the major media content types, including photos, videos, music and documents. Within each content type, the service supports a wide range of formats, including the following:

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

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.

Content in the Private Folder is secured with the same security feature you have set up for your device, (i.e., your device PIN, fingerprint or facial recognition).

At this time, you can only access your Private Folder through the Verizon Cloud app, and only on the smartphone that you originally set up the Private Folder on. The contents in your Private Folder won't appear when you use any other device to access Verizon Cloud.

For example, if you sign in to your Verizon Cloud account through My Verizon or a secondary device, like a Wi-Fi tablet, you won't see your Private Folder.

Note: The Verizon Cloud app uses your device security to unlock your Private Folder. So anyone that knows your device PIN, or has registered their fingerprint/face on your device, will also have access to your Private Folder.

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 your actual device PIN or get 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.

At this time, Verizon Cloud uses your device security to unlock your Private Folder. If you change the PIN you use to unlock your device, you'll also use that new PIN to unlock your Private Folder. You can't make changes to the Private Folder security within Verizon Cloud.

If you remove security from your device after you've put files in your Private Folder, you won't be able to access the Private Folder or view its contents until you set up your device security again.

Make sure you're entering the same PIN, password or pattern that you use to unlock your device.

In most cases, you get 5 attempts before you get locked out for 30 seconds. After 30 seconds, you can try 5 more times. If you're locked out again, you may have to wait 60 seconds. The next time you enter the wrong credentials, you'll have to wait 5 minutes before you can try again.

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 all 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. Recibirás notificaciones a medida que te acerques a tu límite de almacenamiento, para que sepas cuando sea momento de actualizarte y cuánto espacio te queda.

If your new plan 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. You can cancel the new plan at any time.

For example, if 600 GB of Verizon Cloud storage was included in your plan, the 600 GB Verizon Cloud storage plan will automatically be added to your account. And your account will be charged the monthly fee for that Verizon Cloud storage.

Note: If you're migrated to the 600 GB storage plan, you may be eligible to get the first 30 days free, and you can cancel before the end of the free period to avoid charges.

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

Once your cancellation request has been processed, you'll no longer have access to the Verizon Cloud service, including most of the content and files you had stored. Si decides cancelar tu suscripción a Verizon Cloud, primero deberías descargar todos tus archivos a tu computadora o a un dispositivo de almacenamiento portátil.

Yes, once you’re signed in to the Verizon Cloud desktop app on your computer, you can drag and drop files from your file manager onto the Verizon Cloud Sync folder.

Yes, if the file format is supported by Verizon Cloud, you should be able to play or view the file. Si no admite el formato de archivo, aún puedes descargar el archivo a tu dispositivo móvil, pero no podrás reproducirlo o verlo.

Sí, la aplicación de escritorio Verizon Cloud admite las copias de seguridad automáticas a tu almacenamiento en línea.

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 Sync folder is a folder on your local computer that lets you quickly move files to the cloud. The sync folder only contains files that you've added to it from your computer. No incluirá archivos que hayas respaldado al cloud desde tu teléfono u otros dispositivos.

Cada vez que agregues o borres algo en la carpeta de sincronización de Verizon Cloud, todos los demás dispositivos conectados a tu cuenta de Verizon Cloud verán ese cambio.

If the Verizon Cloud app is already running, the Verizon Cloud Sync folder will open when you click the Verizon Cloud icon. If the Verizon Cloud app isn't running, the app will start running in the background when you click the Verizon Cloud icon.

To open the app, click on the Cloud icon in the system tray, and then click Show Dashboard.

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@verizonwireless.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 wireless service or porting out your phone number from Verizon, you'll need to complete your profile within the Verizon Cloud app, 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 wireless carrier.

Sí.

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.

For help with the Verizon Cloud app:

1. Toca el ícono Menú en la esquina superior izquierda.
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 from to help the Support team resolve your issue.

You can also email Verizon Cloud support:

• I have a Verizon wireless account - vzw.verizon.cloud@verizonwireless.com
• I don’t have a Verizon wireless account - verizon.cloud@verizonwireless.com