Why is Microsoft Support not working? -- Extra OneDrive storage missing

Tihana Gray 0 Reputation points
2026-02-09T19:07:59.5033333+00:00

I have a OneDrive problem. I purchased an extra 1 TB, which reflects in my OneDrive account but not on my laptop. Two days ago, I contacted online chat support. It took many attempts (I'd say I was trying for a good hour) because the web chat does not work and shows as unavailable once you get to the stage of establishing a connection. After I finally managed to get through and speak to an agent, she was unable to solve my problem and gave me the link to submit my issue directly to Microsoft OneDrive support. I did that, and I didn't receive any ticket number, follow-up email or anything that confirms that my problem was received.

Now, more than 48 hours later, I still haven't received any contact from Microsoft. I tried to reach out to web chat support again, but the same thing happened - unable to get to the chat stage, and the page says that the chat is unavailable. I kept trying, and now I am told that I've reached the daily chat limit (even though I didn't get to speak to anyone). I tried to leave my phone number to get a call back, but that doesn't work either, and I am told that I've received a daily call limit as well.

The level and quality of support is beyond abysmal. I need to speak to someone, and it is virtually impossible to reach an agent and open a case!!!!! How to speak to an agent????

Microsoft 365 and Office | OneDrive | For home | Windows

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Answer recommended by moderator
CrazyKats 19,595 Reputation points Volunteer Moderator
2026-02-09T20:33:27.9533333+00:00

Hi Tihana,

What you purchased is Cloud Storage,

not physical storage on your laptop.

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  1. Craig Long 18,630 Reputation points
    2026-02-09T19:34:38.84+00:00

    Click the OneDrive white cloud icon on the taskbar, then select View online. In the window that appears, do you see the 1 TB of cloud storage available at the bottom left? If not, your OneDrive desktop app is not signed into the correct account. A helpful video: https://support.microsoft.com/en-us/office/sync-files-with-onedrive-in-windows-615391c4-2bd3-4aae-a42a-858262e42a49

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  2. pgsgrad16 20 Reputation points
    2026-06-05T16:14:35.6433333+00:00

    The Web version isn't far better. Used to display the number of files in any folder, and now displays NOTHING. You have to guess by scrolling to oblivion, because Microsoft changed heads, removing a lot, and changing others, which should have been left alone.

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