I just purchased onedrive cloud space but I don't see it in my account. I might have duplicate emails associated and I thought they were somehow united. Now what?

Question

I just purchased onedrive cloud space but I don't see it in my account. I might have duplicate emails associated. I signed in with my Hotmail but remembered I had a Gmail associated too. Now I can't find my cloud space when I login with Hotmail. I probably paid via Paypal and logged in as Gmail...

How do I unite the accounts so I could enjoy my cloud space?

Answer 1

Hi Yuval Harari,

Welcome to Microsoft Q&A!

I understand how confusing this situation with OneDrive is, especially when multiple email addresses and a PayPal payment are involved.

Before getting further, I need to note that if you're under different Microsoft accounts, OneDrive cannot be merged. Storage is strictly tied to the exact one that was used at the time of purchase. So, here’s what you should do:

1 - Confirm the plan and transaction

• Go to https://account.microsoft.com/ > Sign in with your Gmail address
• Open Subscriptions section > Check if the OneDrive plan shows as Active
  • If it does, the plan is working under the Gmail-based account, not the Hotmail one.
  • Then, you need to sign in to your Windows with that account to put it to work.
• Or confirm via billing history by going to Order history
  • Look for the PayPal transaction.
  • Check if it’s marked Completed

2 - What to do going forward depends on the situation:

• If you can find the plan under your Gmail-based account:
  • Use that one as your main login from now on.
  • Try requesting a refund in the Order history page.
  • (Optional) Remove your Paypal from Payment options.
• If you can’t find the plan / you’re still unsure which account owns it:
  • Contact Microsoft Support directly to confirm the transaction
  • Sign in > type in your problem > click Get Help to make request 
  • Scroll to the bottom > click Contact Support to connect to agent
  • Select again > click Next and you should be added to a chat queue.

Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you. 

I'm sorry for not being able to help you further than this, but payment-related issues often involve private and personal account information. As this is only a community platform for technical issues, we do not have access to such sensitive data to verify and resolve the matter.

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Answer 2

To resolve the issue of not seeing your OneDrive cloud space, you may need to check which account you used to purchase the storage. If you have multiple email accounts (like Hotmail and Gmail), it's possible that the OneDrive subscription is linked to the email account you used for the purchase, which might not be the one you are currently signed into.

Here are the steps you can take:

1. Check Your Purchase Confirmation: Look for any purchase confirmation emails from Microsoft or PayPal to identify which email account was used for the transaction.
2. Sign In with Different Accounts: Try signing into OneDrive with both your Hotmail and Gmail accounts to see if the storage appears under one of them.
3. Unite Accounts: Unfortunately, Microsoft does not allow merging of accounts directly. However, you can manage your subscriptions under each account separately. If you find that your OneDrive is under a different account, you may want to consider canceling the subscription on the account you do not wish to use and keeping the one that has your cloud space.
4. Contact Support: If you are still having trouble, consider reaching out to Microsoft support for assistance in locating your account and storage.

By following these steps, you should be able to determine where your OneDrive storage is linked and how to access it.