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How do I access Verizon Cloud when it is included with my home internet?

I signed up for the Verizon 5G Home Internet which came with a Verizon Cloud Unlimited plan. However, I can't access the plan at all (even though it says it's active on my internet line). When I go on the mobile app, it automatically logs in with my phone number and says I need to sign up for a plan and pay for it. Additionally, there is no way to sign out, even if I delete the app and reinstall it!

How can I add my phone to the Verizon Cloud Unlimited plan? It says I'm able to add up to 5 devices but there is no way to do it online.

Comments

Verizon_Support

Thank you for reaching out to us today. We would be happy to help in any way we can as want you to have access to all the perks that come with your plan. When did you sign up for the service? Can you please check your emails for instructions on how you set up and manager the cloud? ~Roger

jsp3d

I signed up on 9/24. I did follow the instructions in the email which were to download the app and sign in with my Verizon account. However, I did that and now it just keeps prompting me to pick a plan and pay for it.

I’ve tried logging in on the computer too but when I go to the web page it just gives me an error message.

Verizon_Support

Thank you for reaching out to us. Please send us a private message for further assistance. *Mabell

eisoamd

Can you please provide instructions for the same issue?

@vzw_customer_support

Lratcliff025

I am having the same issue. Did you ever find a solution?

jsp3d

@Lratcliff025
Nope! I contacted support several times and no one even tried to understand the issue let alone listen to what I had already tried. I ended up canceling the internet anyways.

Duffer81

I've been having the same issue, no one seems to fully understand the issue we're having. They just keep directing us to standard operating procedures on there end. If someone on the technical team could actually see what we're going through maybe they'd be able to provide a real solution. I've spent hours chatting with associates about this with no resolutions.

Brandywine77

Any help with this, I'm having the same issue

SSL2

yeah cuz {word filter avoidance} the rest of us that have the same problem. You are not helpful

Afp125jfp

Did you ever find an answer to this? I can’t figure it out either.

Lratcliff025

Tech support was no help at all but after several hours I got it to work. I had to create my cloud account by using a separate email address that wasn't linked to my main Verizon account. Once signed into the cloud I was able to add up to 3 additional devices.

vmos

Did anyone ever find a solution to this issue? Have exact same problem.

swayze74

It's asinine! I've spent over 8 HOURS trying to get this resolved. Even customer service has no clue. I finally got a supervisor on the line and he said, "I'm not sure why they were telling you that". Get your act together Verizon!!! Terrible rollout.

vmos

So did the supervisor resolve the issue? Thanks

chefswife

I have this same issue/problem. Any resolutions yet?

taldrich

How did you go about adding the three additional users? I have had the home internet for months and keep calling customer service to get it fixed because I can't send a link to other users. I have created a separate account for the home internet with a separate e-mail address and still can't get it to work.

chefswife

I was FINALLY get this to work! I downloaded the Verizon Cloud app to my MacBook. Signed in with the user account I created for the 5g device (connected to the unlimited cloud account). I chose to skip the backup to this device after signing in. Then the three dots in the right hand corner give additional options. There, I was able to add members on my Verizon account. Hope this helps.

Verizon_Support

Hello, being on top of our features is vital, especially if you are encountering utilization issues. We are here to help.

For more details regarding the Verizon Cloud service, feel free to check out our FAQs: https://www.verizon.com/support/verizon-cloud-faqs/.

We sent you a Private Note. Please review at your earliest convenience.

~Gilbert

taldrich1

Good afternoon,

What area under the three dots did you find the ability to add users? I have it downloaded to my dell computer but I can't find anywhere under the three dots that gives me an option to add users. Any help would be greatly appreciated!

Thanks,

Tiffany Aldrich

Verizon_Support

Hello! Thank you for reaching out to us. We understand the importance of having access to manage your account and users. In the link below, you'll find the steps to manage your account at My Verizon. Please let us know if this information help.

https://www.verizon.com/support/5g-home-faqs/

~Maria

dima18

The same problem in 2024. You cannot use Verizon Cloud if you signed up for Home 5G Internet while having a mobile line with Verizon. The app asks to pay per phone number, and the only covered phone number is the one of the 5G modem. Useless perk! Two years, and no one from customer service has reported this bug to developers.

wowcrew

I signed up for the Verizon 5G Home Internet recently. I did not have any success with accessing the Verizon Cloud via my Verizon Account on any PC or MAC until I escalated this issue with Verizon Support and followed their recommendation which cost me an additional $19.99 per month

Verizon's recommendation is to simply enroll the primary line on the Unlimited Verizon Cloud Plan, and I would NOT be charged anything because Unlimited Cloud Services is available to all the devices on my plan (we have three devices on the plan for our family). I followed their recommendation, and after the first 30 days, a new line item appeared on my bill under Services and Perks for $19.99 copied below.

I contacted Verizon Support, and they said that the $19.99 should not have been charged. Verizon also stated that the charge of $19.99 would be refunded from my bill, and the problem should be solved next month. 10+ business days have passed and the credit was not applied back to my account.

I canceled the Verizon Unlimited Cloud Plan for my primary line and now I can not access the Verizon Cloud again. What is crystal clear is that nobody from the support team has a way of communicating this problem to the executives who developed this marketing campaign for the Home 5G Service.

Services & perks Verizon Cloud ULTD Group $19.99 $19.99

Apr 3 - May 2

Verizon_Support

Oh, no! Being on top of your account is crucial, especially if you are encountering feature issues. Verizon is here to help.

For more Verizon Cloud info, check out our FAQs: https://www.verizon.com/support/verizon-cloud-faqs/.

We sent you a Private Message, please review at your earliest convenience.

~Gilbert

vmos

Gilbert,

There is no solution. Verizon advertises free cloud account with Home Internet and it is impossible to sign up without being billed $20 a month. I've called multiple times, for over a year when we first got and no one knows what is going on. I finally gave up. The help link you sent is worthless, the actual process does not work as described in the document.

David

Verizon_Support

Hi vmos. We hear your frustration with accessing the included Verizon Cloud. Please check out this resource to guide you through the Verizon Cloud setup: Using wireless 5G Home Internet FAQs, scroll down to G Home Plus & Verizon Cloud for instructions how to use and Setup instructions: https://www.verizon.com/support/using-5g-home-faqs/

Please send us a private message for additional assistance. We want to work together and are here to support you.

-Deb

taldrich1

Deb,

I don't think you or anyone at Verizon hears what we are saying. The documentation that Verizon keeps providing to use to setup the cloud doesn't work. I have had the issue many others have had for over a year when I signed up for the 5G home internet. I still have to pay $19.99 a month to get access to the cloud, even though it should be free with the home internet. There is no way that I have found (even having MANY tickets opened and closed with no resolution), hours on the phone and chat with Verizon techs (with promised phone calls back from the reps with no phone calls ever received from them), and hours of my time spent trying to figure out a solution. I have given up like so many others but it is frustrating that the offer is given to us but nobody at Verizon can figure it out. Don't offer the option if you can't provide it.

vbirdsley

I have tried setting this up the last few months, tried customer service several times, and still they cannot get my phones set up to use the "free" unlimited Verizon Cloud service that is supposed to come with my Home Internet service. I don't even know what to say at this point.

JohnMcG1

I think I've figured out how to do this.

On your computer

Go to verizon.com on your browser
Sign out if you are already signed in
A the prompt, click "Create new account"
Follow the prompts to create an account for the Home Internet service
Once it is created go to Account->Account Settings Overview
Choose "User Id" under "Security" from the menu on the left
Note or modify the user ID

Then, launch the Verizon Cloud App:

This allowed me to access the free Verizon Cloud service. It also left me with 2 accounts, and I was not able to combine them, so less than ideal, but it worked.

kgerlach084

Same!! I am so over it right now. It has me regretting the switch to Verizon

kgerlach084

And now 1.5 YEARS later and STILL the same issues. You would think Verizon would fix this issue since SO many of us are having the same problem. I mean, come on…Verizon is the most expensive company there is cell phone wise and they make offers for free things yet never follow through. I am still waiting on the free Nintendo Switch and Target gift card along with the cloud service but nothing. I bet if I was to stop paying my bill they would cut it off so why can’t we do the same with them Signed,

The one that is so over Verizon lol

Verizon_Support

Hi kgerlach084, we're sorry to hear of all your troubles across your service. As we will need to access your account to look into your feature setup and redemptions, we will be sending a Private Message.

-Melissa

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