You should open the Verizon Cloud app and navigate to ‘Settings -> Security’. From there access to the Private folder may be reset.
With VZ Cloud version 25.4 or later:
Locked Folder Mobile
When you click on Locked Folder (Mobile Only) you will be prompted to set up the 6-digit PIN and other security. This option can not be done on Desktop
Please reset your PIN using your security questions, then when you log in, they will be required to set a recovery email address.
Locked Folder Portal
You can also reset the pin via the PWA web portal at https://mycloud.verizon.com (NOT https://cloud.verizon.com).
Once you are signed in, you will navigate to the Locked Folder option in the menu on the left hand side of the Home screen.
From there, you will be presented with a pop-up prompting you to Get started. Click on that to continue.
The next prompt will be to create and verify a new six digit pin. Please do so and then click on Next.
The next prompt will be to enter a valid email address. Please do so and then click on Verify.
Next, please sign into the email, look for the email from [email address removed per the Verizon Terms of Service], and click on Verify email address.
After verifying your email address, you will receive a verification confirmation message, at which point you will be able to access their Locked folder once more.
If the above steps fail, you can email the Verizon Cloud support team, Visit a Verizon store and file an AYS ticket or go online and submit an instabug for us to take a more in-depth look at the issue.
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