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    Cloud Phone:Cloud phone FAQ

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    Cloud Phone:Cloud phone FAQ

    Last Updated:May 27, 2026

    Frequently asked questions about purchasing, configuring, and using cloud phones.

    Important

    This topic applies only to cloud phones with IDs prefixed by acp-. For cloud phones with IDs prefixed by cp- (previous version), refer to Cloud phone FAQ.

    Table of contents

    Category

    FAQ

    Expenses and costs

    Networks and connections

    Management and peripheral control

    Development and extensions

    Expenses and costs

    How do I query the billing information of a cloud phone?

    To view billing information:

    1. Go to the Expenses and Costs page.

    2. In the left-side navigation pane, choose .

      Note

      If your console's appearance differs from the example, you may be using an older version. Click Try New Version at the bottom of the left-side navigation pane to switch.

    3. On the Bill Details page, set the filter conditions as needed and click Search.

      You can use Statistic Item and Statistic Period to control the aggregation dimension and statistical period of the bill. The results that meet the filter conditions are displayed in a list.

    Why am I still charged after releasing my cloud phone?

    Check the Expenses console Bill Details page for remaining dependent resources.

    How do I calculate the costs of connecting cloud phones?

    Protocol-based traffic is free. No connection cost calculation is needed.

    Can I change the billing method of my cloud phone?

    You can only change the billing method of an instance group from pay-as-you-go to subscription. This change does not affect the data or usage of your Cloud Phone instances.

    For more information, see Change the billing method.

    Networks and connections

    Why am I unable to access the Internet from a cloud phone?

    First, check the network type of your cloud phone's instance group.

    1. Log on to the Cloud Phone console.

    2. In the left-side navigation pane, choose Manage Resource > Instance Group.

    3. On the Instance Group page, find the instance group to which your cloud phone belongs and click the value in the Network column.

    4. On the Network page, check the value of the Network Type parameter and troubleshoot the issue by using one of the following methods:

      Shared Network

      Shared-network instance groups have internet access enabled by default.

      VPC

      • Use the Enable Now button

        1. Log on to the Cloud Phone console.

        2. In the left-side navigation pane, choose Network & Security > Network.

        3. In the upper-left corner of the Network page, select the region of the target cloud phone.

        4. Find the network that you want to manage and click Enable Internet Access in the Actions column.

        5. In the Enable Internet Access message, click Enable Now.

          Important

          After you enable the Internet access feature, the system automatically purchases pay-as-you-go NAT gateways and EIPs. For information about the pricing of NAT gateways and EIPs, see NAT Gateway billing and Billing overview.

      • Manually enable the Internet access feature

        For more information, see How cloud phones access the Internet.

    Do cloud phones support network proxies or VPNs?

    Alibaba Cloud Workspace cloud phones run Android and support standard VPN features.

    Note

    The following example uses Android 12.

    Add a VPN

    1. Request VPN information from your enterprise IT administrator.

    2. Connect to your cloud phone and open the Settings panel.

    3. In the Settings panel, click Network & internet.

    4. In the Network & internet panel, click VPN.

    5. In the upper-right corner of the VPN panel, click the + icon and enter the VPN information provided by your enterprise IT administrator. Then, click SAVE.

    Connect to the VPN

    1. Connect to your cloud phone and open the Settings panel.

    2. In the Settings panel, click Network & internet.

    3. In the Network & internet panel, click VPN.

    4. In the VPN panel, find the VPN you added and enter the username and password. Then, click Connect.

    Do cloud phones support independent IP addresses?

    • If you only need to configure independent IP addresses for a few cloud phones, you can combine NAT Gateway and Elastic IP Address (EIP). For more information, see How cloud phones access the Internet.

    • If you want to configure independent IP addresses for cloud phones, implement an automated process. The process automatically adds Source Network Address Translation (SNAT) entries that allow you to bind EIPs to cloud phones when you create the cloud phones. This way, each cloud phone has an independent network egress. You can submit a ticket to contact Alibaba Cloud technical support.

    Why am I unable to create a NAT gateway for the vSwitch in Zone B where my cloud phone resides?

    NAT gateway inventory in Zone B is insufficient. Create a vSwitch and NAT gateway in another zone (such as G, H, I, J, or K). The cloud phone and NAT gateway must be in the same VPC, and the SNAT entry must be VPC-specific. The vSwitches can differ.

    How do I configure the security group for the eth1 ENI of my cloud phone?

    To do so, perform the following steps:

    1. Obtain the private IP address of your cloud phone.

      1. Log on to the Cloud Phone console.

      2. In the left-side navigation pane, choose Manage Resource > Instance.

      3. On the Instance page, find your cloud phone and copy the value in the Internal IPv4/IPv6 Address column.

    2. Find the ENI using the private IP address.

      1. Log on to the Elastic Compute Service (ECS) console.

      2. In the left-side navigation pane, choose Network & Security > Elastic Network Interfaces.

      3. On the ENIs page, paste the private IP address of your cloud phone in the search box and press Enter.

      4. In the Security Group column, click the security group ID and modify the security group settings based on your business requirements.

    Why am I unable to ping the internal IP address of my cloud phone from an ECS instance?

    To ping a cloud phone's internal IP from an ECS instance, ensure the ECS instance and cloud phone ENI are in the same VPC. Add this inbound rule to the security group:

    • Protocol Type: ICMP.

    • Authorization Object: the private IP address of the ECS instance.

    Management and peripheral control

    Why doesn't my new cloud phone appear in the console?

    The console version may not match your cloud phone version.

    Why am I unable to release a cloud phone?

    Check the billing method of the associated instance group before releasing.

    • Pay-as-you-go instance groups: release cloud phones at any time.

    • Subscription instance groups: unsubscribe only after expiration, via the Expenses and Costs console.

    Important

    An instance group must contain at least one cloud phone. To remove the last acp- phone, delete the parent instance group (ID prefixed with ag-).

    Can I create and use custom images?

    Yes, you can create and use custom images. For more information, see Create and manage custom images.

    How do I modify the GPS settings of my cloud phone?

    Run setprop persist.location.data to modify GPS settings.

    Can I use a cloud phone as an Android Pad?

    Yes, you can use a cloud phone as an Android Pad. Adjust the policy and resolution to match Android Pad dimensions. For more information, see Create and manage policies.

    Do cloud phones support the clipboard feature?

    Yes. Use policies to enable or disable clipboard. For more information, see Create and manage policies.

    Do cloud phones support the camera feature?

    All Cloud Phone clients support cameras.

    Alibaba Cloud Workspace clients that offer camera support

    • Clients that offer camera support:

      • Windows client

      • macOS client

      • Web client

      • Android client

    • Clients that support both front and rear cameras:

      • Web client in the browser on an Android (excluding HarmonyOS) or iOS device.

      • Android client

    Steps before using the camera

    Before using the camera:

    1. Enable camera redirection in the cloud phone policy. For more information, see Create and manage policies.

    2. Enable camera access for the client on the on-premises device.

      Windows client

      No additional authorization is needed; the camera is ready to use.

      macOS client

      Note

      In this example, macOS Sequoia 15.3.2 is used.

      1. Search and open System Settings.

      2. In the System Settings window's left sidebar, click Privacy & Security. On the right panel, click Camera.

      3. On the Camera page, turn on the switch to the right-side of Alibaba Cloud Workspace.

        camera_authorization_macos

      Android client

      Note

      In this example, Android 12 is used.

      1. Open Settings, and find and click Privacy.

      2. Click Permission Manager.

      3. Click Camera.

      4. On the Privacy & safety screen, find and click Camera.

      5. In the Not allowed section, find and click Cloud Phone.

      6. On the Camera permission screen, choose Allow only while using the app or Ask every time.

        camera_authorization_ios

      Web client

      Note

      In this example, Chrome 125.0.6422.142 is used.

      1. Click the ⋮ icon in the top-right corner of Chrome, and select Settings.

      2. In the left navigation bar, click Privacy and security, and select Site Settings on the right panel.

      3. Under Permissions, click Camera.

      4. In the drop-down list, select the connected camera device. Under Default behavior, choose Sites can ask to use your camera.

      5. When using a cloud phone via a web client, allow the cloud phone to access the camera when prompted.

    What can I do if my cloud phone's camera shows a black screen on the web client?

    1. Check your network connection to ensure it's stable.

    2. Toggle the camera on and off a few times to reset it.

    Development and extensions

    How do I configure an ADB key pair for a cloud phone?

    What do I do if the "failed to authenticate" error message appears when I try to establish an ADB-based connection with a cloud phone?

    The error message indicates that you must configure an ADB key. For more information, see Manage key pairs.

    How do I perform the remount operation?

    Steps:

    1. Connect your cloud phone by using ADB. For more information, see Connect to a Cloud Phone instance using ADB.

    2. Run the following command to perform the remount operation: 

      setenforce 0;setprop rw.ro.debuggable 1;umask 0;remount

    Do cloud phones support Google Play (GMS)?

    By default, cloud phones support GMS.

    Note

    GMS requires internet access to be enabled on the cloud phone.

    Do cloud phones support SDKs or WebSDKs for resource management?

    Yes, SDKs and WebSDKs are supported. For more information, see Web SDK.

    Can I control a cloud phone, such as by clicking on the screen, swiping the screen, or taking screenshots, by using a program?

    Yes, use the Web SDK. For more information, see Web SDK.