storage from microsoft family subscriptin does not sync to onedrive

Ioana Ioana 0 Reputation points
2026-10-09T09:06:05.1833333+00:00

Dear Microsoft Support Team,

I have an active Microsoft 365 Family subscription, valid until May 10, 2027, which I purchased myself.

The subscription has been working correctly for several months. However, over the past few days, OneDrive has started showing the free 5 GB storage plan instead of the 1 TB included in my subscription.

I confirm that I am using the same email address for both my Microsoft 365 subscription and OneDrive.

I currently have 185.6 GB of files stored in OneDrive, and file synchronization is no longer working due to the incorrect storage limit.

I kindly request that you urgently investigate this issue, verify the connection between my Microsoft 365 Family subscription and my OneDrive account, and restore my entitled 1 TB of storage without any loss of my existing files.

Thank you for your assistance. I look forward to your prompt response and resolution of this issue.

Best regards

Microsoft 365 and Office | OneDrive | For home | Other
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  1. AI answer

    2026-10-09T09:06:21.8366667+00:00

    For an active Microsoft 365 Family subscription that suddenly shows only 5 GB in OneDrive, use this sequence:

    1. Verify the subscription is active on the same Microsoft account at https://account.microsoft.com/services.
    2. Open OneDrive Manage storage at https://onedrive.live.com/?v=managestorage, refresh the page, and check whether the higher quota appears.
    3. If the account is part of a shared Family subscription, confirm the invitation was accepted. After acceptance, storage changes can take about 2 hours to appear.
    4. Purchased or updated storage may take up to 24 hours to appear.
    5. If OneDrive on the PC still shows 5 GB, check the signed-in account in the OneDrive app: OneDrive icon > Help & Settings > Settings > Account. If needed, use Unlink this PC and sign in again with the same account that has the Microsoft 365 Family subscription. Unlinking does not delete files stored online.
    6. If the quota still has not updated after 48 hours, contact Microsoft support.

    About the existing 185.6 GB of files: the documented guidance is to get back under quota or restore the correct quota. If an account remains over its storage allowance for three months, OneDrive can become frozen. After storage is corrected, changes can still take up to 24 hours to apply.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. GsN5034 - IA 78,700 Reputation points Independent Advisor
    2026-10-09T09:53:16.8233333+00:00

    Hello,

    Could you please confirm whether the 1 TB of storage is correctly reflected in your Microsoft account on OneDrive Online?

    Open an InPrivate window and sign in to your Microsoft account here: https://onedrive.live.com/?v=managestorage

    Please let me know whether your account shows 1 TB of storage online or if it has been reduced to 5 GB.

    If the problem is specifically on the OneDrive desktop app,

    • Unlink your Microsoft Account from OneDrive and then sign in again to resync your Storage.
    • To unlink: Right-click the OneDrive icon on the taskbar, select Settings > Accounts > Unlink this PC.

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