What is going on??

Question

OK, I am totally confused. I got an email from "Because you've exceeded your storage plan, your photos, videos, documents, contacts, and personal data are no longer backing up to the Cloud."

According to my 360 account I am only using 2%.

You are about to lose a customer!!

What is going on??

Answer 1

Hi, I'm John!

After freeing space (or purchasing additional storage), it can take up to 24 to 48 hours for everything to fully update across your account. I’d recommend waiting that time and check again OneDrive after that.

If the update is still pending after 24 hours, you can try unlinking and relinking your OneDrive account, or resetting it. "Unlink and re-link OneDrive" https://support.microsoft.com/office/unlink-and-re-link-onedrive-3c4680bf-cc36-4204-9ca5-e7b24cdd23ea

If you're using Outlook Web, you can try resetting your browser cache and cookies. You can also try another browser, or test in incognito or InPrivate mode.

If you're using Outlook New or Classic for Windows app, you can try to reset the Outlook app from Settings > Apps > Installed app, and sign out and sign in again.

If the issue still persists, please wait another 24 hours for everything to fully update across your account.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 2

The email indicates that the Microsoft cloud storage quota has been exceeded, even if the OneDrive/365 view shows low usage for one specific service. Microsoft now uses a unified storage model across services, so the issue is usually:

1. Cloud storage is counted across multiple services
   • From February 1, 2023, cloud storage used across Microsoft 365 apps and services includes Outlook.com attachments data and OneDrive data.
   • If the combined usage across these services exceeds the free or purchased quota, Microsoft will send warning emails and may stop certain backups and syncs.
2. Effects of exceeding Microsoft storage If the unified Microsoft storage is exceeded:
   • OneDrive: Cannot upload, edit, or sync new files; existing files become read‑only.
   • Outlook.com: Cannot send or receive email, even if the mailbox itself appears under its email storage quota.
   • Teams: Cannot send or receive messages with attachments.
   • After 6 months over quota, OneDrive and all files in it may be deleted and become non‑recoverable.
3. Why the account page might still show low usage
   • The 2% figure may be showing only OneDrive file usage or only the storage for the current profile/device, not the total unified Microsoft storage.
   • Another Microsoft account or alias may be over quota (for example, an older account or secondary email address still associated with Microsoft storage). The warning email might be going to that address, not the one currently checked.
4. How to resolve
   • Sign in to the correct Microsoft account that received the warning email and check overall storage and OneDrive usage.
   • If over quota, either:
     • Delete files (including items in OneDrive Recycle Bin and large email attachments) to get back under the limit, or
     • Buy more storage or a Microsoft 365 subscription that increases the quota.
   • After reducing usage or upgrading, it can take some time for the system to update; if the quota still appears wrong after 24–48 hours, contact support.

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References:

• Changes to Microsoft 365 email features and storage
• Storage limits in Outlook.com
• Microsoft storage FAQs
• My OneDrive says it's full
• Microsoft storage limit exceeded - Microsoft Q&A
• storage exceeded in outlook after purchasing MS 365 subscription - Microsoft Q&A