How do I escalate a Microsoft Support Ticket for One Drive for Business

Question

I am having enormous difficulty getting anyone from Microsoft Support to either return my calls, answer my emails or escalate my Ticket. I am trying to recover lost jpg files. I have recovered the OneDrive folders but not the content.

The license lapsed. I had support with re-establishing the license and was instructed to sync the files, but not all files were re-establishing post sync.

Prior to syncing the files, the Microsoft support people checked my file explorer and noted that the jpg files all had a 'storage box' through the picture. I was told this would be resolved once the files were synced. However, at the conclusion of syncing the jpg's had disappeared from file explorer and were not found in the cloud either.

We have staff who work in the field, who upload to a shared desktop OneDrive file, via their own email address and license. They uploaded all of the jpg files, via their mobile phones. This includes creating folders to save the jpg's into, as well. The folders have all been recovered, but not the jpg. They do not save the files to their own OneDrive account, but directly to the shared folder. These files have been accessible by all licensed users, via mobile or desktop, for the past decade. There are 1000's of photos that I am trying to recover.

If the folders created in the field via mobile app have been recovered why would the photos not be recoverable, too.

Answer 1

Hello @Admin Admin

I’d like to first clarify that this is a user‑to‑user support forum. Moderators here are not Microsoft Support, so we don’t have the ability to access your tenant, escalate cases internally, or influence the progress of a support ticket.

Since you already have an active case with Microsoft Support, the only way to request escalation is through that existing ticket (for example, asking your assigned engineer to involve a senior or data recovery team, or requesting escalation directly within the service request).

If you’re happy to share your ticket number, I can at least take a look from a general perspective and see if anything stands out.

I appreciate your understanding regarding the limitations of our role here. As your case is already being handled by Microsoft Support, they’re really the only team who can investigate further and attempt any data recovery on their side.

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