why does my plan say 25G of cloud but all of our pictures are gone?

[DaiLopez]

I've always had the cloud service on my account and since I upgraded plans over time, we were given 25G of cloud for free but now all our pictures are gone and when I click on the app, it says that we have to pay for it.  However, on my plan online it says $0.00 with no expiration date.

[vzw_customer_support]

DaiLopez, we understand the importance on finding the mystery behind this. Thanks for reaching out to us here. When was the last time you backed up your phone to the Verizon Cloud? Did you call into support and had any recent changes done to your line?

JoeyM_VZW
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