Microsoft advised us to back up our files, but we cannot access them. Support is not responding — how can we escalate this?

MSM 5 Reputation points
2026-11-02T11:55:44.32+00:00

Microsoft confirmed in writing that we would still be able to read and download our files despite the restriction on OneDrive for Business and SharePoint Online. Microsoft also advised us to make a backup. However, since receiving that decision, we have been unable to open or download our files.

Most files have no copy elsewhere, and the lack of access is seriously disrupting our business. Our appeal and follow-up messages remain unanswered. Contacting the team manager, getting help from our Microsoft partner and trying to reach support by phone have not resolved the issue. We have exhausted the contact and escalation options available to us.

The error page URL contains a “fabDeleteSchdDate” parameter showing 25 November 2026. Microsoft has not explained what this means or confirmed that our data is protected against deletion.

How can we urgently reach someone with the authority to restore access and protect our data? Please provide a specific escalation route. Referring us back to the engineer handling our case does not help because they are not responding.

Microsoft 365 and Office | SharePoint | For business | Windows
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  1. Nam-D 4,670 Reputation points Microsoft External Staff Moderator
    2026-11-02T13:59:03.25+00:00

    Hello @MSM,

    First, I need to clarify that as a Microsoft Community Moderator, I don't have the ability to escalate cases on a customer's behalf.

    If your Microsoft partner opened the existing support ticket for you, please ask the partner to follow up on that case through their support channel.

    If you opened the case directly through the Microsoft 365 admin center and the existing case is no longer receiving a response, I recommend create a new support request and reference the existing case number. In the new request, provide the existing case number and clearly explain that the issue is business-critical, you currently cannot access or back up the affected OneDrive and SharePoint data, and the existing case is not receiving a response. This will give the support team the context needed to review the situation.

    Thank you for your understanding.

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