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Cloud says I have downloaded files but they are not there

I just got a new phone and everything was backed up to cloud. When I go to the cloud to download pictures to phone I select the files I choose and hit download and they are not on my phone. When I do it from my phone it does the same thing.

Also, when I did this before all of my pictures were in albums and easy to organize. Now I have just one big folder in my gallery with almost 3000 pictures. And its not even all of them. The rest are in the All Files. Someone please help!

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Re: Cloud says I have downloaded files but they are not there
Customer Support

Bstrine, I depend on my pictures to be safe and secure on the Cloud. What kind of phone did you receive? Are you able to view and manage your pictures online through My Verizon?

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