One drive account repair -- (Windows 11, initially Office Pro Plus 2021, switched to Microsoft 365 Family)

Question

One drive account repair -- (Windows 11, initially Office Pro Plus 2021, switched to Microsoft 365 Family)

Annie Andrews 0

My OneDrive shows 5 GB used, but all folders are empty. The recycle bin is empty. The file view is empty. The storage analyzer shows ‘largest files’ but I cannot open them. The full settings menu is missing. The ‘Restore your OneDrive’ option is missing. I believe my OneDrive file index is corrupted, and I need a cloud-side repair.

Moderator note: thread updated with new version of Office (Microsoft 365 Family subscription)

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Answer 1

Aetherin 285 Independent Advisor

Hi @Annie Andrews,

Please try signing in to https://account.microsoft.com and check the Microsoft Storage section there. Does it show more details about what's using the space?

If possible, please share a screenshot of that page so I can take a closer look.

Also, could you try signing in to OneDrive and accessing the reported largest files using an InPrivate browser tab, then let me know the result? This can help determine whether the issue is related to cached data, cookies, or a browser extension.

Regarding the missing "Restore your OneDrive" option, this feature requires an eligible Microsoft 365 subscription. Office Professional Plus 2021 is a perpetual Office license and does not include Microsoft 365 subscription benefits. If your account only has the free 5 GB OneDrive storage that comes with a Microsoft account, it is normal for the Restore your OneDrive option to be unavailable.

If you have any updates, please post a comment or reply in this thread. I'll be happy to help further.

Annie Andrews 0 Reputation points

2026-08-02T17:16:47.8966667+00:00

i just upgraded to microsoft 365 yesterday thats y i see more data. The restore data option appeared, which i executed, but i still dont see anything restored in my laptop.
Aetherin 285 Reputation points Independent Advisor

2026-08-02T17:49:37.9833333+00:00

Hi @Annie Andrews,

Thank you for your reply.

Based on the screenshot, your Microsoft 365 Family subscription is active and includes 1 TB of OneDrive storage. It also shows that approximately 7.9 GB is currently associated with your OneDrive account.

It is expected that upgrading the subscription would make the Restore your OneDrive feature available.

As far as I know, the restore process works on the OneDrive cloud account first. Files will appear on your laptop only after they are visible on OneDrive on the web and the OneDrive desktop app successfully syncs those changes to the device.

Could you please confirm whether you can see the restored files when you sign in to OneDrive on the web?

If the files appear online but not on your laptop, please open OneDrive Settings and navigate to Account > Choose folders. Make sure that the restored folders are selected for synchronization.

As a next step, I would recommend unlinking and reconnecting your OneDrive account. If the issue persists, try resetting the OneDrive sync app to force a full resynchronization.

If the 7.9 GB usage is reported on the account, but no files are visible either on OneDrive on the web or on the laptop, it may be necessary to contact Microsoft Support and request an investigation of the storage records associated with your personal OneDrive account.

Please let me know which of these scenarios applies to your situation, and I'll be happy to assist further if needed.

Thank you.
Annie Andrews 0 Reputation points

2026-08-02T22:26:49.4766667+00:00

I see some files inside recycle bin in one drive, but it appears ive lost quite a bit. I went inside one drive settings and above is the image i see. I cant seem to stop the syncing, because it looks like space is getting eaten up fast.
Additionally, I tried to run recuve and later CC cleaner - but none of these solutions helped.
Aetherin 285 Reputation points Independent Advisor

2026-08-03T08:35:10.2866667+00:00

Hi @Annie Andrews,

The screenshot shows that OneDrive currently has about 8 GB selected for sync, with most of the data coming from the Documents folder.

The Desktop, Documents, and Pictures folders are greyed out because they're likely being managed by OneDrive Folder Backup, so they can't be unchecked directly from the sync settings.

When you say storage is filling up quickly, are you referring to your OneDrive storage or the free space on your C: drive?

Also, one important point I mentioned earlier that I haven't seen a response to yet: could you check whether the restored files appear in OneDrive on the web and let me know the result? This will help determine whether the files exist in the cloud and whether we're dealing with a sync issue or something else.

As for Recuva and CCleaner, they cannot recover files deleted from OneDrive cloud storage. Recuva is designed for local-drive recovery, while CCleaner is mainly a cleanup tool. I'd recommend avoiding any further cleanup actions until we've finished troubleshooting the missing files.
Annie Andrews 0 Reputation points

2026-08-04T00:59:47.4733333+00:00

yes i was referring to storage on One drive.
I do see some files recovered here below. This happened after i updated to microsoft 365 and the recover option appeared.

https://onedrive.live.com/recycle

OK i will hold off on anymore clean up.

please advise.
Aetherin 285 Reputation points Independent Advisor

2026-08-04T11:34:24.4966667+00:00
Since you're now on Microsoft 365 Family, storage space should no longer be an issue because the subscription includes 1 TB of OneDrive storage. Based on your recent updates, my understanding is that your current goal is to restore the files from the Recycle Bin back to My files first, and then verify whether they sync back to your laptop correctly.

If that's the case, I'd recommend:

In the OneDrive Recycle Bin at the link you shared, select the files and folders that you recognize.

Click Restore.

Check whether the restored files appear in My files on OneDrive Web.

Once they appear there, allow some time for OneDrive to complete synchronization.

Then check your laptop again. If OneDrive is paused, right-click the OneDrive icon and select Resume syncing.

Please give that a try and let me know how it goes, @Annie Andrews.

Thank you for your patience.
Annie Andrews 0 Reputation points

2026-08-05T02:33:38.8366667+00:00

yes i tried restoring from recycle bin. The folders are just shells. Nothing in it. So i guess there wont be anything to sync but the shells. Guess i really screwed it up.
Aetherin 285 Reputation points Independent Advisor

2026-08-05T11:58:25.5533333+00:00
I'm sorry to hear that the restored folders are empty. Please don't be too hard on yourself, @Annie Andrews.

At this point, my recommendation would be to contact Microsoft Support as soon as possible. They may be able to check whether any recoverable data still exists on the OneDrive cloud side.

Please try the following:

Visit: https://support.microsoft.com/en-us/home/contact

Type Contact in the search box.

Select Get help, then choose Contact Support or Sign in to contact support.

Under Products and services, select Microsoft 365 and Office.

Under Category, select Technical support.

Select Confirm.

Choose Chat with a support agent in your web browser.

Important Note: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Unfortunately, I'm not able to offer much more assistance from my position here. However, I sincerely hope Microsoft Support will be able to investigate further and provide a more positive outcome. They have access to tools and resources that are not available to me in the community.

Please feel free to keep me updated on any progress. I'm truly hoping there is still a recovery path available for your data, and I wish you the very best of luck.