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iCloud: Troubleshooting storage issues

Symptoms

Learn more about troubleshooting issues with your iCloud storage.

Resolution

Storage upgrade issues

If you have difficulty upgrading to a different iCloud storage plan or saving your payment information, try the steps below, testing after each to see if the issue is resolved.

Note: If you purchase an iCloud Storage upgrade, you will be charged immediately and each year until you downgrade or cancel your plan. Review the iCloud Terms and Conditions for more information.

  • Verify that your current billing address is correct, including the listed country and region. See "Editing your iCloud billing information" below.
  • Verify that your credit card information is up to date.
  • Verify that the security code for your credit card is correct.
  • Re-enter your credit card information and try upgrading again. If you are still unable to upgrade your storage, contact iCloud Support for assistance.

Editing your iCloud billing information

Follow the steps below to review or edit your iCloud billing information. For more information, read about iCloud storage billing.

iOS 5 and later

  1. Go to Settings > iCloud > Account > Payment Information.
  2. Enter the Apple ID password for your iCloud account, then follow the onscreen instructions.

OS X

  1. Choose Apple () menu > System Preferences, then click iCloud.
  2. Click Manage in the lower-right corner.
  3. Click View Account in the lower-left corner.
  4. Enter the Apple ID password for your iCloud account, click View Account, then follow the onscreen instructions.

Windows 8, Windows 7, and Vista

  1. Open the iCloud Control Panel:
    • In Windows 8, go to the Start screen and click the iCloud tile.
    • In Windows 7 and Vista, choose Start > All Programs > iCloud > iCloud.
  2. Click Manage.
  3. Click View account.
  4. Enter the Apple ID password for your iCloud account, click View Account, and then follow the onscreen instructions.

Note: You cannot update your payment information or manage your storage from iCloud.com.

Storage downgrade issues

To downgrade your storage plan, follow the steps below.

iOS 5 and later

  1. Go to Settings > iCloud > Storage & Backup.
  2. ap Change Storage Plan.
  3. Tap Downgrade Options and enter your Apple ID password.
  4. Choose a different plan to use when your current storage plan expires.
  5. Tap Done.

OS X 

  1. Choose Apple () menu > System Preferences, then click iCloud.
  2. Click Manage in the lower-right corner.
  3. Click Change Storage Plan in the upper-right corner.
  4. Click Downgrade Options.
  5. Enter your Apple ID password, then click Manage.
  6. Choose a different plan to use when your current storage plan expires.
  7. Click Done.

Windows 8, Windows 7, and Vista

  1. Open the iCloud Control Panel:
    • In Windows 8, go to the Start screen and click the iCloud tile.
    • In Windows 7 and Vista, choose Start > All Programs > iCloud > iCloud.
  2. Click Manage.
  3. Click Change Storage Plan.
  4. Click Downgrade Options.
  5. Enter your Apple ID password, then click Manage.
  6. Choose a different plan to use when your current storage plan expires.
  7. Click Done.

If you have difficulty downgrading your iCloud Storage plan, try the steps below, testing after each to see if the issue is resolved.

  • Make sure you are signed in to iCloud with the correct Apple ID:
    • iOS devices: Settings > iCloud > Account
    • Mac: System Preferences > iCloud > Account Details
    • PC:
      • In Windows 8, go to the Start screen, click the iCloud tile, then click Account details.
      • In Windows 7 and Vista, choose Start > All Programs > iCloud > iCloud, then click Account details.
  • Verify that your credit card information is up-to-date.
  • Verify that your current billing address is correct, including the listed country and region.

Inconsistent values

Documents in the Cloud

If you add files to Documents in the Cloud using any method other than the recommended iCloud iWork Pages, Numbers, or Keynote web apps, App Store approved applications, or through the iCloud Documents Library on your Mac, the amount of storage available for your iCloud account may be inconsistent on your iOS device or in System Preferences.

To resolve this issue, do one of the following:

  • Go to iCloud.com, select the Pages, Numbers or Keynote app, then locate and delete the files.
  • From your iOS device (iPad, iPhone, or iPod touch), go to Settings > iCloud > Storage and Backup > Manage Storage, then locate and delete the files.
  • On your Mac, choose System Preferences > iCloud > Manage, then locate and delete the files.
  • On your PC:
    • In Windows 8, go to the Start screen, click the iCloud tile, click Manage, then locate and delete the files.
    • In Windows 7 and Vista, choose Start > All Programs > iCloud > iCloud, click Manage, then locate and delete the files.

After you've deleted the files, the change to the amount of storage you have available updates automatically.

If you're unable to locate or delete the files, or the amount of storage you have available in your iCloud account continues to be inconsistent, contact iCloud Support for assistance.

iCloud Backup

If you turned off iCloud Backup and do not see your available storage increase as expected, try the following:

  1. From an iOS device that does not have iCloud Backup enabled, choose Settings > iCloud.
  2. Tap Storage & Backup.
  3. Turn on iCloud Backup.
  4. Tap Manage Storage.
  5. Select the name of your device under Backups.
  6. Tap Delete Backup, then tap Turn Off & Delete.

If your available storage displayed in iCloud Settings on your iOS device, in iCloud System Preferences on your Mac, or in the iCloud Control Panel for Windows on your PC continues to be different than expected, contact iCloud Support for assistance.

Learn more

Learn more about managing your iCloud storage and what is backed up with iCloud Backup.

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.
Last Modified: Jul 14, 2014
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  • Last Modified: Jul 14, 2014
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