Cloud for Life access to data and no way to update profile

tleaf2004

I have paid for cloud storage since 2019 with many failed attempts to download the data storage I'm paying for...now need to change my credit card info to maintain this data that I can rarely access...no support to even help me do that! I'm feeling helpless, and starting to feel like Verizon really doesn't support their Cloud For Life customers.

Accepted answers

Craig_Vz

For OTT related issues you should reach out to: vzw.verizon.cloud@verizonwireless

All comments

Verizon_Support

Hello tleaf2004, all of your questions regarding Verizon Cloud can be found in the link I have attached below.

https://www.verizon.com/support/verizon-cloud-faqs/

-Sarge

SynthpopAddict

I don't use this service, so am not sure if it's under your My Verizon login where you change your billing method or something directly associated with your cloud account login.

@JasonB_VZ can you provide any input?

tleaf2004

When I went to the store,,they basically suggested I try to download as much as I can, problem is it gives me an internal error with OOPs on the screen. I’ve followed all the directions to get to the window where it looks like I can update, but only shows all the payments I’ve made, which data plan I’m on, and no option to do anything. There is a way to view my profile, which shows I’m logged in as a “guest” and won’t let me update my profile…perhaps this would allow me to change payment options? Though without an acct number or phone number, dead and again. I log in under a user name only as don’t use Verizon for my mobile plan. Frustrated.

SynthpopAddict

Can completely understand your frustration. I'm assuming you used to be a Verizon customer somehow and the Verizon Cloud service was something you added on? The login and download problems are probably caused by the fact that all Verizon account access gets revoked when you port out or disconnect service, but the Cloud for Life thing is an exception for which they haven't quite worked out the login kinks. The Verizon employee I tagged in my earlier post would be the one who could tell you more about how to download your data and possibly how to update your payment method.

tleaf2004

I’ve tried to follow the steps provided, I’ll check out your link but really have been going no where…following all the instructions step by step, to a dead end. I can usually get to a certain point, and then don’t see the options “as described” by support email. The store rep basically told me that my best option was to just get my data off the cloud (which is mission impossible so…) im ready to accept my fate, unless Verizon calls me and helps me update my info and collect payment.

Verizon_Support

I would definitely follow the steps in that link. It should let you move your Verizon Cloud files and data from your phone to a computer using the steps.

-Sarge

Verizon_Support

Hello tleaf2004, let us know if you were able to follow those steps to access your cloud data.

-Joe

tleaf2004

This was the latest email from support:

Thank you for the update and snapshots. There is an issue with the payment change process that our developers are reviewing.

In the mean time, we recommend that you let the system lapse your subscription, which should be around 3/1/2025. At this point your content will be put into archive and the system will cancel your subscription.

When you get the cancel email, please go back and login. After login the system should prompt you to sign up for a subscription and will restore your content when complete.

Let us know of your results on Monday 3/3/2025.

Soetebier

I've been struggling for over two weeks trying to update my payment method, and it's been an absolute nightmare. I’ve followed every step mentioned, emailed the cloud team about 20 times, and received only one reply with instructions I’ve already attempted a hundred times. The stress of possibly losing my grandkids' photos is overwhelming.

I was able to access my account once and find the payment update section, but when I entered my new card details, I got a network error and since that time there is not a manage payment option. I am beyond frustrated & no one will help me.

To make matters worse, I switched back to Verizon with my old number, and now I can't merge my content. Based on other comments, it seems like this is a Verizon-related issue. Can someone PLEASE HELP ME resolve this? I just need to update my payment method and so I don't lose my photos.

Verizon_Support

Thank you for raising your concerns, we don't want you to pay for two accounts if you already have the service again. Please let us know what happens when you follow the merge instructions here: https://www.verizon.com/support/knowledge-base-223141/

-Melissa

Soetebier

My main concern is making sure my pictures don’t get deleted, but I have no way of knowing when that might happen. Once I know they’re safely backed up, I’ll feel comfortable transferring them. I also can't see my storage size to make sure that my cloud for life is the same or larger than my current services.

Craig_Vz

For OTT related issues you should reach out to: vzw.verizon.cloud@verizonwireless