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Photos Do Not Download from Cloud??

I cannot get photos/videos from the cloud onto my laptop...Verizon Support was useless...very frustrating customer support.....I always get a pop-up on my computer from Verizon when I want to download that says "Verizon has to find some information on my photos and that it might take a minute" I wait then my session times out.....

Re: Photos Do Not Download from Cloud??
Customer Support

Ruth, we understand the importance of ensuring you are able to retrieve your photos from the cloud. To ensure we are providing accurate steps, are your photos currently on the Verizon Cloud or iCloud? When was the last time you were able to transfer your pictures from the cloud to your laptop successfully?