I need to connect with customer support .iwhy am I here..I am signed in to my account,I was asked to do so 7 times to get here. I am unable to retrieve my photos

Question

Somehow the one drive on my surface pro removed my photos and sent it to my account via onedrivr..I never set the one drive up,or at least denied the onedrive access.this I did every start up.but one day I turned my surface pro on,and did nothing,and apparently all my photos r gone..

Answer 1

On a Surface Pro, OneDrive can automatically move photos and other files from local folders into the OneDrive cloud when the sync app is signed in. This often makes it look like files “disappeared” from the device, when they were actually relocated to the OneDrive account. It also explains why repeated sign-in prompts may appear.

To locate the photos and get help from support, use these steps:

1. Check whether OneDrive is signed in and connected
2. On the taskbar, look for the OneDrive cloud icon.
   • If the icon is gray with a line through it, OneDrive is not signed in.
3. Select the OneDrive icon.
4. At the “Set up OneDrive” or sign-in screen, enter the email address and password for the Microsoft account used on the Surface Pro.
   • If the username or password is not accepted, use the Microsoft account sign-in helper or password reset options described in the Microsoft account help article.

If OneDrive is already signed in but shows “not connected” or an error, restart it:

1. Select Windows Start and search for “OneDrive”.
2. Open the OneDrive app to restart it.
3. If the app is missing or cannot be found, install the latest OneDrive sync app from the official OneDrive download page and sign in again.
4. If sign-in works but OneDrive still cannot connect, check that the internet connection and any firewall from the internet provider are not blocking Microsoft 365 services (testing with a mobile hotspot can help confirm this).
5. Look for the missing photos in OneDrive folders
6. Open File Explorer on the Surface Pro.
7. In the left pane, select the OneDrive folder.
8. Check these locations inside OneDrive:
   • Pictures
   • Desktop
   • Documents
   • Any custom folders where photos might have been stored

If the photos were moved to OneDrive, they should appear in one of these folders once the sync app is signed in and connected.

3. If there are sign-in problems with the Microsoft account

If repeated sign-in prompts occur or the account cannot be accessed:

1. Use the Microsoft account sign-in helper if the username or password is not working.
2. If the password is forgotten, follow the reset steps in the Microsoft account help article.
3. If verification codes are not received or the account is locked, complete the Microsoft account recovery form as described in the account recovery guidance.
4. Contact Microsoft Support to speak with an agent

If the photos still cannot be found or there are ongoing account/sign-in issues, contact Microsoft Support directly:

1. Go to the Microsoft Support site and choose the option to contact support.
2. Sign in with any working Microsoft account (if necessary, create a new account just for contacting support).
3. Select the product (OneDrive or Microsoft 365) and the appropriate category (for example, account, files, or storage).
4. Choose a support option such as chat or call-back.

If web chat or call-back shows limits or is unavailable, try again later or from a different browser or device, as suggested in the Q&A guidance.

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References:

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• Why is Microsoft Support not working? -- Extra OneDrive storage missing - Microsoft Q&A
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