LOST MY FILES

Question

Hello, my Word document disappeared after Microsoft 365 update.

The file was saved in OneDrive and now shows:

"Item might have been moved, renamed or deleted."

I cannot find it in OneDrive recycle bin, restore options, or local device.

This file is very important and I need help recovering it from server backup.

File name: [Moderator note: personal information removed]

Approximate date last accessed: yesterday

Answer 1

Hi @AQILAH IBRAHIM, 

Welcome to Microsoft Q&A forum. 

Thank you for reaching out and for sharing detailed information. I can totally understand how critical it is for you to restore the file. According your concern, this message often indicates that a file path no longer matches the actual cloud location, and OneDrive and SharePoint usually still have multiple recovery paths even when the first recycle bin looks empty. 

To do this, please follow these steps: 

1. Check SharePoint second-stage recycle bin 

• On modern team sites and classic sites (subsites), in the left pane, select Recycle bin. 

 

• On modern communication sites, select Site contents, and then select Recycle bin in the top navigation bar. If you don't see the Recycle Bin, follow these steps: 
• Select Settings and then select Site settings. 
• Under Site Collection Administration, select Recycle bin. 

  

• At the bottom of the Recycle Bin page, select second-stage recycle bin. 

 

• Point to the items you want to restore, select the check icon to the right of each one, and then select Restore. 

Note: You need administrator or owner permissions to use the site collection Recycle Bin. If you don't see it, it might have been disabled or you don't have permission to access it. 

2. Restore your OneDrive 

• Sign into the OneDrive website.   
• At the top of the page, select Settings > Restore your OneDrive.  

• On the Restore your OneDrive page, select Custom date and time.  

• Select the last activity related to the OneNote file and select Restore.  

3. Contact Microsoft Support 

If the file still could be found after trying these steps, the best next step would be to have your IT administrator open a support ticket with Microsoft via the admin center. A technical support engineer can then initiate a remote session, review backend settings, and run diagnostics. If needed, they can escalate the case to specialized engineering teams who are well-equipped to perform advanced troubleshooting and provide targeted solutions.  

We kindly ask for your understanding that, as moderators, we do not have access to the administrative tools or permissions required to investigate or modify these configurations. 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.      

   

For guidance on how to request support in the admin center, please refer to: Get support - Microsoft 365 admin.      

I hope the information provided proves useful. Please proceed with the outlined steps and let me know whether they resolve the issue. If not, I’ll be glad to continue working with you to find a solution. 

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time. 

I look forward to hearing from you. 

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