missing files in onedrive

Question

My subscription to 365 recently renewed (I've checked that the payment went through fine). Since then I've been having problems with OneDrive. Now I'm missing 90% of my files - the folders are all still present but they're pretty much empty. I've restored back to a date when I know the files were there, but still no luck.

I'm working on a Windows laptop, but have checked the app in iOS too. I've also virus checked the PC and there are no issues.

I've also raised a support ticket nearly 48 hours ago and it still hasn't been assigned to an agent.

Can anyone suggest anything to help?

Answer 1

Hello, Gill W101

Thanks for raising your concerns in Microsoft Community.

I'm sorry to hear that you lost important data. Important data is very important to us, and it's understandable that this situation is frustrating and worrying, especially when there is potential data loss. I understand that you are looking for help with data recovery. While I can suggest some possible solutions, please be aware that data support is limited in scope in the Microsoft Community. We follow specific processes for these issues. Rest assured that no one in the community can access your personal account or OneDrive data, which remains securely encrypted in cloud data centers.

Although not all lost data can be recovered, here are some suggestions and more feasible solutions for your problem:

1-> Verify Files Online:–Log in to your OneDrive account via a web browser (www.onedrive.com) to check if the missing files or recent changes appear there. Sometimes changes are only visible in the cloud even if they do not appear on a local device.

2-> Check the Recycle Bin and Version History:

• In OneDrive online, review the Recycle Bin for any files that might have been deleted unintentionally.
• Also check the version history of individual files (available via the file’s context menu) to see if previous versions are available that contain your lost work.

3-> Use the “Restore your OneDrive”Feature (If Available)

–If you are a Microsoft 365 subscriber, you may use the “Restore your OneDrive”option to revert the state of your files to a previous date (up to 30 days in the past). This can help recover changes that were overwritten by sync conflicts.

More details found here, please click this linkto get your guidance.

Please understand and accept my apology because as a community moderator, we are not responsible for the development and design of Microsoft products and have limited resources for product development. In order to help you send your feedback and requirements to the relevant product development team, we will redirect you to the right path. Please click "Email Onedrive support" https://onedrive.live.com/?action=feedback and consult the OneDrive dedicated department via email. Or shake the OneDrive app on your phone to contact the OneDrive support team.

Thanks for understanding and stay safe!

Best Regards,

Yujun.F-MSFT | Microsoft Community Support Specialist