**Subject: Missing OneDrive files across all devices despite OneDrive restoration**

Ola Gabrielsson 0 Reputation points
2026-10-11T18:45:34.4366667+00:00

I have a serious problem with missing files in my OneDrive account.

Folders containing photographs previously uploaded to OneDrive are now empty or their contents are missing. I have checked using several different browsers, operating systems and an iPad, so this is not confined to one device or browser.

I have also used the OneDrive Restore feature to restore my account to a point one week earlier, but the missing files have still not returned.

I pay for OneDrive storage and need to understand what has happened to my data.

Please escalate this issue beyond standard troubleshooting and investigate whether the missing files are still present in the underlying cloud storage, whether there has been a deletion or synchronisation event, and whether any further recovery is possible.

Please also confirm whether there is any relevant account activity or recovery mechanism that has not been exposed through the normal OneDrive interface.

I can provide examples of affected folder names, approximate dates when the files were last accessible, and any other information needed to investigate.

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

    2026-10-11T18:45:48.5733333+00:00

    For a personal OneDrive account, the supported recovery paths are limited to what is exposed in OneDrive itself.

    Based on the described checks already completed:

    1. Search on the OneDrive website first.
      • Sign in to the OneDrive website and use search there, because that is the primary place where devices sync and store files.
      • Search not only by exact filename, but also by descriptions, dates, and other terms.
    2. Confirm the correct Microsoft account is being used.
      • If multiple Microsoft accounts have ever been used, the files may be in another OneDrive account.
      • Sign out and sign in again with any other account that may have been used when the files were saved.
    3. Check the OneDrive Recycle Bin on the web.
      • Deleted files can be restored from the OneDrive website recycle bin.
      • For personal accounts, files or folders deleted within the last 30 days can be restored.
      • Files cannot be restored after they have been permanently deleted from the OneDrive recycle bin.
    4. Check local storage as a separate path.
      • Use File Explorer, Finder, or the Files app to search the device.
      • Also check the computer Recycle Bin or Trash.
    5. Use OneDrive Restore only within its supported window.
      • For personal accounts, restoring the entire OneDrive can roll back changes from the last 30 days.
      • If the missing files disappeared earlier than that, the restore feature will not recover them.
    6. If the files are not found by search, not in the Recycle Bin, and not recoverable within the 30-day restore window, no additional user-facing recovery mechanism is documented.
      • Support agents are not allowed to access personal OneDrive files.
      • Support agents cannot provide more help than the published guidance.

    If further investigation is needed, the most useful details to gather are:

    • affected folder or file names
    • approximate date the files were last accessible
    • which device was last used to access them
    • whether the files are missing from the OneDrive website as well as apps

    References:

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

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