Unable to access Microsoft Word Online and OneDrive documents

niksi 0 Reputation points
2026-11-10T13:13:01.4+00:00

hello,

I am contacting you because I have been experiencing a serious issue with my Microsoft account since today, and I am currently unable to access any of my Word Online documents or OneDrive files.

I use my private Gmail address to sign in to my Microsoft account. Until today, everything was working normally, and I was able to create, edit and access my documents without any issues.

However, today, whenever I try to sign in, I encounter the following error messages:

When trying to sign in to Word Online:
"Please wait a few minutes and then sign in again to access your documents."

After attempting to sign in:
"Something's not right. The page that you requested is temporarily unavailable. We apologise for the inconvenience. Please check back in a few minutes."

  1. When trying to access my OneDrive files:
    "You can't access this item. You don't have permission to access this item."

When trying to open individual Word documents:
"You cannot access this document."

I would like to emphasize that my password is accepted successfully during the sign-in process, but I receive these errors immediately afterwards.

I have already tried the following troubleshooting steps:

Signing in through different browsers.

Using an incognito/private browsing window.

Accessing my account through different devices.

Trying to access Word Online directly through the Microsoft 365 website.

Trying to access OneDrive directly.

Checking whether my Gmail account is working properly. It is working normally.

Repeating the sign-in process several times.

Unfortunately, none of these steps resolved the issue.

I am particularly concerned because I have important documents stored in Word Online, including documents I was actively editing as recently as yesterday. I have suddenly lost access to these documents, even though I was able to access and edit them normally just one day ago.

I have not deleted any files or intentionally changed any account settings.

Could you please investigate whether there is an issue with my Microsoft account, OneDrive permissions, or account authentication?

Most importantly, I would appreciate your help restoring access to my existing documents and files. I need to make sure that none of my documents have been lost or deleted.

Thank you in advance for your assistance. I would appreciate a response as soon as possible, as I urgently need access to my documents.

Kind regards,
Nika

Microsoft 365 and Office | Word | For home | Windows
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  1. Xavier-D 14,525 Reputation points Microsoft External Staff Moderator
    2026-11-11T00:10:30.7333333+00:00

    Hello niksi

    I understand how concerning this is, especially because the documents were accessible normally until yesterday.

    Since the same problem occurs with Word Online and OneDrive across different browsers, private sessions, and devices, this does not appear to be a browser or device-specific issue. It may be a temporary Microsoft service issue or an account-level access problem.

    Please try these checks:

    1. Sign in to the Microsoft account dashboard with the same Gmail address and confirm that the account opens normally.
    2. Check the Microsoft 365 service status page for any reported OneDrive or Office for the web disruption.
    3. On OneDrive, check whether you are prompted to reactivate or verify the account.
    4. If possible, try opening the OneDrive mobile app to see whether the files remain visible there. If they are visible, please do not delete or move them.

    If the issue continues after several hours, please contact Microsoft Support, here is how to contact support:

    • Visit this website: Contact - Microsoft Support   
    • Type Contact in the search box.    
    • Now click Get help, and Select Ask our support assistant or Sign in to contact support below.  
    • Chat with the support assistant like in the screenshot   
    • Select contact support and it should take you to the Products and services tab, and choose either Microsoft 365 and Office category.    
    • On the Category tab, choose Technical support.    
    • Go to Confirm.    
    • You can now choose the option of Chat with a support agent on your web browser.    

    User's image

    When contact, explain that the issue affects your own OneDrive and all Word Online documents across multiple devices, and that your password is accepted successfully.

    Microsoft Q&A contributors cannot inspect or repair private account data from the forum.

    The error does not by itself indicate that the documents were deleted. Please let us know whether you can sign in to the Microsoft account dashboard and whether the files are visible in the OneDrive mobile app.

    I hope you can get the support you need, have a nice day.

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