Frequently Asked Questions

1) What is changing?
Amazon is now providing options for customers to choose the storage plan that is right for them. Amazon will no longer offer an unlimited storage plan. Instead, we'll offer annual storage plans of 100 GB for CDN$ 24.99  and 1 TB for CDN$ 124.99, up to 30 TB for an additional CDN$ 124.99 per TB. Any customer that signs up for storage with Amazon gets 5 GB of storage, and Prime members receive unlimited photo storage. You can see storage plan rates and find additional information here.

2) When will the change happen?
On November 16, 2017. Current customers will keep their existing unlimited storage plan through its expiration date. At the end of their existing subscription, customers with auto-renew turned on and 100 GB or less of files stored will be automatically renewed into a new, less expensive 100 GB plan for CDN$ 24.99 per year. Customers who have turned auto-renew off, or who have more than 100 GB of files stored, will need to visit their account's Manage Storage page  to opt in to one of the new plans. Prime members will continue to get unlimited photo storage, and that photo storage won’t be counted against Prime members’ storage limits.

3) How much storage am I using?
Customers can visit their Manage Storage page to see how much storage space they are currently using.

4) Do Prime members still get unlimited photo storage?
Yes. Prime members will continue to get unlimited photo storage as a benefit of their membership, as well as 5GB of additional storage for non-photo files, such as videos and documents. Additionally, any customer that signs up for storage with Amazon gets 5 GB of storage. You can see storage plan rates and find additional information here.

5) When can I change plans?
Customers can change plans at any time by visiting their Manage Storage page.

6) How do I change into a new plan?
Customers can change plans at any time by visiting their Manage Storage page.

7) How much can be stored under the new plans and how much do they cost?
Amazon now offers storage plans of 100 GB for CDN$ 24.99, 1 TB for CDN$ 124.99, and up to 30 TB for an additional CDN$ 124.99 per TB. Any customer that signs up for storage with Amazon gets 5 GB of storage. Prime members will continue to receive unlimited photo storage and 5 GB of storage for non-photo files. You can see storage plan rates and find additional information here.

8) Can I start a new plan before my subscription ends?
Yes, you can choose to start a new plan at any time before your current subscription ends. When you change your storage plan, your new storage limit will be effective immediately. If you are switching from one paid plan to another, you will receive a pro-rated refund for your existing plan based on the number of days remaining in your existing plan and will be charged the full amount for the new plan.

If you choose to cancel your paid storage plan before the subscription ends, you may be eligible for a pro-rated refund on the balance of your paid plan based on the number of days remaining in your plan. For example: If you paid CDN$ 124.99 for your subscription and you are 100 days into the subscription when you cancel, we’ll issue a pro-rated refund of CDN$ 90.75, generally within 10 business days, which will appear in your payment history.

9) When do I have to choose a tiered plan ?
If you have auto-renew turned on and are storing less than 100 GB of files, you will automatically be enrolled in a 100 GB plan for CDN$ 24.99 per year when your current subscription or trial ends. If you have auto-renew turned off and you do not choose a plan, digital files that exceed any allotted storage grants will be deleted after a grace period of 180 days in accordance with our File Retention Policy.

You can change plans at any time by visiting your Manage Storage page. If you have a paid or promotional unlimited storage plan, that plan will continue until it expires. If you are in a trial, you can continue using unlimited storage until your trial expires. To check your plan expiration date or to switch to a new tiered pricing plan, go to your Manage Storage page.

At any time during your plan or trial period, you can cancel or switch to a new annual storage plan of 100 GB for CDN$ 24.99 per year, or CDN$ 124.99 per 1 TB per year up to 30 TB, by visiting your Manage Storage page.

10) What happens to my files if I choose not to renew into one of the new storage plans?
When your paid storage subscription expires, your account will be considered in an over-quota status if your files stored are greater than the storage quota on your account. If your account is in an over-quota status, you will not be able to upload additional files, and can only view, download, and delete files.

You have a 180-day grace period  to either delete files to bring your total file storage within the storage quota, or to sign up for a paid storage plan. After 180 days in an over-quota status, we may delete your files (starting with the most recent uploads first) until your account is no longer over quota. Prime members will continue to receive unlimited photo storage as a benefit of their Prime membership, and their photo files are not subject to the over-quota policy. For Prime members, only non-photo files will be considered over-quota. For more information about your Amazon storage limits and what happens to your files if you exceed storage quotas, please visit our File Retention Policy.

11) How do I cancel my subscription?
Customers can visit their Manage Storage page to cancel at any time.

12) How can I download my files?
You can download your files to your computer from the web using the Amazon Drive and Prime Photos Desktop Application. You can learn more about Amazon Drive and Prime Photos Desktop Application here.

13) How do I turn off auto-renew?
Customers can visit their Manage Storage page to turn off auto-renew at any time.