Excel not working

Microsoft currently reports service degradation affecting Microsoft 365 and consumer services, so first preserve any local copies and wait for the incident to clear before changing your OneDrive configuration or assuming the workbooks were deleted.^1^

Immediate actions for the project deadline

1. Check the incident status
   • Open the Microsoft service-status page and monitor it for recovery.
   • Once the incident is marked resolved, retry OneDrive and Excel for the web.^1^
2. Look for locally synchronized copies
   • In Windows File Explorer, open your OneDrive – Personal folder.
   • Search for *.xlsx, *.xlsm, and the workbook names.
   • Also check Downloads, Documents, Desktop, and the Windows Recycle Bin.
   • If a workbook opens, immediately use File > Save As and save a separate copy outside OneDrive, such as in Documents or on a USB drive.
   Microsoft’s missing-file guidance specifically recommends checking local storage when a file may not have synchronized successfully.^2^
3. Do not delete, reset, or move the local OneDrive folder during the incident. Those actions are unnecessary while both OneDrive and Excel for the web are failing, and preserving the local folder gives you the best chance of using a synchronized copy immediately.

After service is restored

Open OneDrive in a private/InPrivate browser window using the personal Microsoft account that originally stored the workbooks. Then:

1. Use Search everything and search by filename, xlsx, subject, or date.
2. Open Recycle bin and restore any located files.
3. Check Personal Vault, because its contents do not appear in ordinary search results.
4. If you have another personal or work/school Microsoft account, check it separately. Files can appear missing when OneDrive opens under a different account.^2^

An expired Microsoft 365 subscription does not immediately delete the files. The account reverts to a free account and its OneDrive allowance returns to 5 GB; existing files remain, but they can become read-only when usage exceeds that allowance.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "What happens when your Microsoft 365 subscription expires | Microsoft Support")

Subscription and storage branch

Because Services & subscriptions shows no active subscription, check storage after OneDrive becomes reachable:

• If usage is under 5 GB, the missing subscription alone should not prevent use of free Excel for the web.
• If usage is over 5 GB, OneDrive prevents new uploads, edits, and synchronization; existing files remain read-only. Remaining over quota for three months can freeze OneDrive, and after six months Microsoft might delete its contents.^4^
• If OneDrive explicitly displays Account frozen, reduce storage or restore the appropriate storage entitlement. Microsoft states that changes can take up to 24 hours and recommends contacting support if the account remains frozen after 48 hours.^5^

Do not purchase a subscription solely to troubleshoot today’s service incident. Renewing is relevant only if the previous subscription expired and your storage now exceeds the free allowance, or if you need the premium desktop applications.

Supported escalation route

This public Q&A forum cannot access or escalate a personal account. Since the previous website chat and telephone attempts did not resolve it, use a distinct supported route:

1. Open Contact Microsoft customer support.
2. Select Personal account.
3. Run the sign-in helper if the account dashboard itself is inaccessible.
4. Otherwise select Get help, describe the issue as:

   Personal OneDrive inaccessible; Excel for the web shows Access Denied; all files unavailable; service incident observed; subscription not listed.

5. Request technical support for OneDrive personal/account and billing, not sales support.

Microsoft notes that the available support method depends on the product and subscription and may include chat. Agents cannot access or change account contents or send password-reset links.^6^

Record screenshots, the exact time the problem began, the account type, storage status, and any correlation/request ID shown on the error page. Do not post those identifiers or your email address publicly.

References

1. Microsoft service health status
2. [Personal](https://support.microsoft.com/onedrive/find-lost-or-missing-files-in-onedrive)
3. [What happens when your Microsoft 365 subscription expires | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. Microsoft storage quotas | Microsoft Support
5. What does it mean when your OneDrive account is frozen?
6. Contact Microsoft customer support | Microsoft Support