Can someone help

Question

Please help, the other day I logged into my OneDrive and it was froze or locked, I was told I needed to get more storage but during the time I was trying to figure out how to purchase more storage my one drive was emptied of its files and photos.....my issue was and still is when trying to purchase more storage through Microsoft I get a message saying your subscription was done through Google play then directs me there, but once in play market there isn't an option to add more storage

Answer 1

Hello,bryan bane

Welcome to the Microsoft community!

Sorry for the inconvenience. I understand the anxiety you are experiencing when trying to recover your lost files.

If your OneDrive is frozen because you exceeded your storage limit. You can refer to this article.

What does it mean when your OneDrive account is frozen? - Microsoft Support

Meanwhile the files exceeding the storage limit can be retained within 6 months, if they are still exceeding the limit after 6 months, then the extra files will be deleted permanently and cannot be retrieved. So I'd like to confirm how long it's been since you logged into OneDrive and what you did that caused the files to disappear.

 

My OneDrive says it's full - Microsoft Support

 And typically, additional OneDrive space can only be purchased after a Microsoft 365 subscription is purchased. Up to 2TB.

I wish I could handle your problem, however, the issues seems to require more specialized support,. So if you have successfully completed your purchase on Google Play, you will need to contact Google Customer Service for after-sales information.

Feel free to post back if you need further assistance. 

Thank you for your understanding and patience and I look forward to hearing from you.

Ryan - MSFT | Microsoft Community Support Specialist