Cannot install Verion Cloud on Android. Error initializing the app.

[LarryDesiano]

I have a Samsung Galaxy Tab s5e running Android 11. I have tried to install Verizon Cloud. It downloads ad tried to start up but times out with the message "error initializing the app".  I have un-installed and re-installed several time. Same results. Can anyone help me?

[vzw_customer_support]

We want to make sure you are ale to enjoy all avaiable services. Please tell us, did you already enable this ad-on on your My Verizon account? Are you able to access it from other devices?

~Geo

[LarryDesiano]

It appears there are 2 versions of Cloud, the one you buy as a Verizon cellphone customer, and one that is included in the 5G Home Plus Internet. The latter is not well explained or even easy to find on the website. It states under 5G Home Plus as a benefit "Share storage among users - Get Unlimited Group plan and share among 5 users. No limit to the number of eligible phones and computers covered." It does not state what Verizon considers a user to be.

Customer Service first told me a few weeks ago that I had to “buy” Cloud when I inquired about how to access it. After a lengthy discussion, and references to Verizon’s website, they realized that it is “included” in 5G Home Plus Internet for free, up to 5 users, but they had no idea how to use it. “I” then figured out that you have to “enroll” devices by managing the Cloud feature through the account.

I was also chatting with Support earlier today about why the Cloud app will not install on my Tablet who also had no idea that it is included with 5G Home Plus Internet and was trying to tell me that a user basically is a phone number, but then after a little research Support realized that the definition under 5GHome Plus Internet implies otherwise, because I may not have any phones with 5G Home Plus Internet (Internet vs Phones has always been a paradox at Verizon). Like Customer Service, Support also had no idea how to configure it.

It is also impossible to find Cloud under Account. I already have 5 users enrolled that I set up weeks ago but cannot find the screen where I set this up under Account. The only way to find Cloud when you log into your account is to do a search on Cloud. That gets you to a screen that shows "Enroll" and "Manage". So I removed one line to free up space to test enrolling to see what Verizon uses as its definition of a "user".

After removing one user, I then went back to the cloud page and clicked on Enroll expecting to add a user but instead got a message that said "You have a pending order. To proceed, you'll need to wait for the order to process." So I selected Review Pending Order on that screen and it said "There are no pending changes."  I then went back on screen (Enroll) and scrolled down to see all the devices and it said "Pending Order on my line", but not on the line that I removed.  I have no idea what process is pending.

If I select “Manage” from the Cloud page and select either MyCloud or Settings, and select Manage Storage, on either, I get a message that said "Feature Upgrade cannot be done at this time, please try later." I cannot get back to the screen when I removed one line. So now I am one step further back trying to figure out how to get the app installed on my Samsung Tablet.

Any assistance would be greatly appreciated, but I am surprise that this is such a mystery to Customer Service and Support.

[JasonB_VZ · Accepted solution]

Hello - 

When you select the 5G Home service, an Unlimited Shareable Verizon Cloud (VD3) is automatically provisioned and the 5G Home router’s Wireless phone number is set as the ‘Owner Account’. The 5G Home Internet’s Router’s assigned Phone Line will need My Verizon credentials set up to allow Verizon Cloud access, so be sure to ask an account rep to ensure they were set up. These will be separate from the credentials for your own line.

Signing into the Shareable Verizon Cloud Unlimited account:

The 5G gateway was assigned a Phone Number as a part of the original setup meaning that the Verizon Cloud will not automatically be added or available on mobile device lines in the owner’s wireless account, including the owner’s own mobile device.

You have four options to access that Cloud:

• User downloads the free Desktop App for Verizon Cloud, and logs in with the Router’s Phone Number's My Verizon credentials. The user will be able to Add/Remove members as needed, as well as add their local PC/MAC files to the Verizon Cloud backup. WIN-11 directions are below.
• User downloads and logs into the Verizon Cloud using a Tablet and the router’s credentials as above, allowing that user to act as ‘Owner’ and Add/Remove member lines.
• User uses their My Verizon page or App, and will be able to manage members from there. This functionality was added 6/20/2024.
• On a mobile device, the free 'Contacts Only' version of Verizon Cloud allows you to sign into the 5G Home Router's Unlimited Cloud with the same My Verizon credentials as above.

After all this you may use the Manage Members in the Desktop or mobile apps to send invites to other users to be members. Only the owner's account will see all member lines that are part of this share plan.

[vzw_customer_support]

Good morning. Thank you for reaching out to us on this platform. To set up Verizon Cloud on a Verizon 5G gateway, you can use the My Verizon email address and password to sign in to the Verizon Cloud app on your smartphone or computer:

1. Download the Verizon Cloud app from the Apple App Store or Google Play
2. Open the app and follow the prompts to allow access to your device for backup
3. Review the terms and conditions and select Get Started
4. Choose a storage plan and sign up   

You can also sign in to Verizon Cloud on a computer by downloading the Verizon Cloud desktop app.   

To log in to Verizon Cloud, you can use your Verizon mobile number or your My Verizon user ID and password.

More information here:

http://spr.ly/6602WisSs

~Maria

[JasonB_VZ]

Send to me a DM with your VZ Cloud's subscription Phone Line so we may check in the Server