Can't get my Data!!!

Question

Hello,

I’m contacting you because I recently cancelled my subscription, but my account still appears to be linked to the same OneDrive setup. As a result, I’ve been paying for two subscriptions while accessing only one set of data.

Although my access remains active until 24/07/26, I’m trying to download my folders to ensure I don’t lose any of my files. Unfortunately, the download process keeps failing. It repeatedly crashes halfway through, and on the occasions it completes, I only receive a small portion of my data (for example, 6 photos out of more than 1,300). I also keep receiving “loss of connection” errors, even though my internet connection is stable.

I’m very concerned about losing my data and would appreciate clear guidance on how to successfully download all my files. Could you please advise on the best way to retrieve my full OneDrive content?

Thank you for your assistance.

Answer 1

Hi, Gavin McGinn

This usually happens when OneDrive is trying to download a large folder through the browser as a ZIP file. Large ZIP downloads can fail, skip items, or stop with connection errors even when your internet seems fine.

Here are some suggestions you can try:

First, avoid downloading the whole OneDrive as one big folder from the website. Instead, download smaller folders or smaller groups of files at a time, especially photos and videos. Microsoft lists limits for folder and ZIP downloads, so splitting the download often avoids incomplete ZIP files.

The better option is to install/sign in to the OneDrive desktop app, let it show your OneDrive in File Explorer, then right-select the folders and choose Always keep on this device or Download all OneDrive files now from OneDrive settings. Once the files are fully downloaded, copy them to a separate folder outside OneDrive, such as an external drive. Do not move or delete anything from OneDrive until you have checked that the copied files open correctly.

It is also recommended that you use Microsoft Edge or Chrome, not Internet Explorer, and avoid downloading from the Shared view. If any folder contains OneNote notebooks, download those separately because they may not export normally inside a ZIP.

Since your access is active until 24/07/26, I would focus on copying everything out first, then contact Microsoft Support separately about the two-subscription issue.

Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.   

Thank you for your patience in reading, I hope this information has been helpful to you. 

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