I cannot access my files.

Question

I have several issues happening. First, it says my Business Subscription has been canceled, even though I have payments in the system and have not requested cancellation. Second, I cannot open any of my files. Third, my apps are not working and will not open. I currently do not have access to the last 9 months of my life. Please help! This is one of the worst things that has happened to me in my life, and I don't know what I can do if I lose this information.

Answer 1

Hi @Joni Saunders, 

Welcome to Microsoft Q&A Forum.

Thank you for sharing the details. Your inquiry is about verifying your subscription cancellation.

To help resolve this quickly and securely, we recommend contacting our Billing Team at your earliest convenience. You can find the appropriate phone number using this link: Customer service phone numbers – Microsoft Support.

For security and privacy, all investigations into billing-related issues are handled exclusively by our dedicated Microsoft Billing support team. As moderators, we do not have access to billing systems. We also do not have the capability to initiate remote sessions for direct assistance. Our role is to guide users to the appropriate resources and support channels. 

 

When you call, having your order confirmation, purchase email, and any error messages handy will help us assist you faster. Please be ready to share: 

• The email address used for purchase 
• Any payment confirmation details 
• The user name 
• Transaction information such as the final four digits of the card number, the type of card used, the cardholder’s name, and the card’s expiration date. 

For your security, please do not reply to this thread with this card information. The official support line is the only secure way to handle these details. 

 

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Billing on behalf of your previous tenant.

In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests    

 

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. 

We appreciate your patience as the billing team works to get this sorted out for you.  

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Answer 2

It sounds like you are experiencing significant issues with your Microsoft 365 Business subscription. When a subscription is canceled or expires, it goes through several stages that affect access to your files and applications. Here’s a brief overview of what might be happening:

1. Subscription Status: If your subscription has been canceled, you may have entered the Expired stage, where you still have access for a limited time (typically 30 days). If you do not reactivate it during this time, it will move to the Disabled stage, where access to files and applications is restricted.
2. Access to Files: If your subscription is in the Disabled stage, users cannot access Microsoft 365 applications or files, but admins can still access the admin center. You may need to contact your admin to check the subscription status and see if it can be reactivated.
3. Data Recovery: If the subscription is eventually deleted, all data will be permanently lost. Therefore, it’s crucial to act quickly to either reactivate your subscription or back up your data if possible.

To resolve these issues, I recommend:

• Checking with your billing or global admin to confirm the status of your subscription.
• Reactivating the subscription if it is still in the Expired stage.
• If you have access to the admin center, you can try to reactivate the subscription yourself.

If you are unable to resolve the issue, consider reaching out to Microsoft Support for further assistance.

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References:

• What happens to my data and access when my Microsoft 365 for business subscription ends?
• What happens to my data and access when my Windows 365 subscription ends?