Accessing files in Microsoft 365

Question

I have a current subscription and used it for a couple of years. I can log in and am recognised as an account holder.

However I can't see or access any of my files. I've tried all microsoft suggested steps but no success.

What's going on?

Answer 1

Hi, I'm John! I will help you with this.

If you haven't tried anything yet please, first, please make sure you are signed in to the exact Microsoft account where the files were originally saved. Having an active Microsoft 365 subscription does not always mean the files are under that same account.

Please go directly to OneDrive online here: https://onedrive.live.com Check these sections: My files, Recycle bin, Shared, Photos, and Personal Vault, if you used it before.

Also check if OneDrive is showing a different email address from the one you normally use.

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To help further narrow this down:

1. Do you remember if the missing files were saved in OneDrive, or only on your device?
2. Are you checking from OneDrive online, the OneDrive app, or inside Word/Excel recent files?
3. Did you recently change email address, cancel an old subscription, reset a device, or unlink OneDrive?