Office 2016 OneDrive

A Microsoft 365 subscription is not required to access the free 5 GB OneDrive; first sign in to OneDrive on the web with the exact Microsoft account originally used to save the spreadsheets.

Find and recover the files

1. Open OneDrive on the web and sign in with the email address used when OneDrive was first configured.
2. Select My files, then use Search everything. Search by partial filenames and terms such as xls, xlsx, customer names, or approximate dates.
3. If you have used more than one Microsoft account, sign out and repeat the search under each account. Files are often stored in a different personal or work account.
4. Check Recycle bin and select Restore if the spreadsheets appear there.
5. Check Personal Vault, if you previously used it; Vault files do not appear in normal search results.
6. Search the computer using File Explorer, including the local OneDrive folder and Windows Recycle Bin.

These are Microsoft’s recommended checks for missing personal OneDrive files.^1^

For a personal account, files normally remain recoverable from the OneDrive Recycle Bin for 30 days unless they were permanently deleted.^2^

Check whether OneDrive is frozen or over quota

Open OneDrive’s Manage storage page and check the amount used. A free Microsoft account includes 5 GB of cloud storage; Office 2016 ownership does not itself require or provide a current Microsoft 365 subscription for that free allocation.^3^

If OneDrive reports Account frozen, storage full, or error 0x8004def7, the files can remain present but inaccessible until storage usage is brought under the quota. Microsoft documents these options:

• Delete unneeded cloud content to return below 5 GB.
• Purchase additional storage.
• If purchasing storage, allow up to 24 hours for the new quota to appear; contact support if it has not updated after 48 hours.^4^

If the account previously had a Microsoft 365 subscription and now exceeds 5 GB, existing files become read-only, syncing is affected, the account can be frozen after three months, and Microsoft might delete the OneDrive after six months over quota. Deleted files at that stage are not recoverable.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "What happens when your Microsoft 365 subscription expires | Microsoft Support")

If you cannot sign in

Use Microsoft’s account-recovery route if the username or password is rejected. Check the full email domain carefully—for example, .com versus .co.uk—and try another alias or phone number associated with the account.^6^

An account that has not been signed in to for more than two years may have been deleted and cannot be reopened.^7^

Contact Microsoft

For a personal OneDrive account:

1. Go to Microsoft Contact Us.
2. Enter OneDrive missing files or OneDrive account frozen.
3. Select Contact support.
4. Choose Microsoft 365 and Office and the closest OneDrive/account category.
5. Use the offered chat or callback option.

Microsoft Support can investigate account, sign-in, subscription, or storage-status problems, but support agents are not permitted to open or search personal files. If the files cannot be found through web search, other accounts, Recycle Bin, Personal Vault, or local storage, an agent cannot retrieve their contents directly.^1^

Buying Microsoft 365 solely to use Restore your OneDrive is relevant only if the files were deleted, overwritten, or changed within the previous 30 days. It does not provide an unlimited historical recovery facility.^8^

References

1. [Personal](https://support.microsoft.com/onedrive/find-lost-or-missing-files-in-onedrive)
2. Restore files deleted from your OneDrive | Microsoft Support
3. Microsoft storage quotas | Microsoft Support
4. Microsoft storage FAQs
5. [What happens when your Microsoft 365 subscription expires | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
6. My username and password have stopped working | Microsoft Support
7. I can't sign in to my Microsoft account | Microsoft Support
8. Restore your OneDrive | Microsoft Support