Locked Account

Noone in ms reply seriously in the post or by mail. I'm writing an article hoping that some it press in italy can publish it...

Yes, hopefully that will do something. This again shows the power of the big companies, you are powerless. Even if you are a loyal customer for 20/30 years, you get this reaction. Its ridiculous. So far the support from MS, I get that there are algorithms for violations but you can at least respond in a normal way and try to keep the customers statisfied.....

Can you describle what exactly have you written to onedrive support, can you provide us a SR request ID? 

I've 2 accounts closed for the same reason and MS not recovering my accounts...

What is the email of the customer protection team?

Requests to unblock accounts have to go through a very specific process with support advocates that have special clearance in order to keep your sensitive information secure. There is no escalation path for this issue

Are you still able to access the response email you provided on the form? Did you receive an email with a tracking number?

Hi Mr. Dante ,

i saw your replies to the complain and i think you solve it since i couldn't find and addition comment from the original person who generate the complain after your message him in private. 

please to advice me with the solution as i got the same issue since two days with the same full details discussion and no action and all my communications with every one and entity been connected to that account. 

Appreciate your update to do the necessary action. 

Best regards, 

Ahmed Osama.

Try OneDrive Support. The majority of the time it seems to be that people are backing up videos to the OneDrive cloud without always knowing that those videos break policies. Eg. if you part of whatsapp groups where videos are shared, and these accumulate to take a lot of space on your local device, and if you decide to transfer those to your OneDrive cloud, then you are held responsible for what is in them, *even if you never even opened the videos*, let alone condone what is in them.

Indeed, you might be actually shocked and appalled by the contents but if you don't take action to immediately delete the video from your local device, and it then gets transferred to the cloud, then the problems start. A classic one that has caught a lot of people out is the video of the Christchurch shootings last year. Many people who opened the video did not know what it was and once they realised, they were horrified and quickly stopped watching it. But, if in that moment of shock and disgust, you were not able to think with clarity about the implications of having been sent the video and it now being downloaded to your device, you would then be unlikely to remember to delete it before it got transferred to the cloud. It's understandable that this raises flags with cloud providers, but it's totally unfair that they block your account for so long saying that you shared banned content, when for the vast majority of people that could not be further from the truth. 

Big own goal for Microsoft with the way they're handling these scenarios! They should auto-quarantine such videos, give fair warning, and educate, rather than presume people are guilty, with little opportunity to prove otherwise before their life gets turned upside down. 

If it offers any solace, I got my account restored after 3 weeks of first being locked-out. I initially logged a case and sent a polite email to the Customer Protection Team and then just waited. Didn't help to try any other channels at that time, but people are having success going through OneDrive support. And it definitely doesn't help to get angry with them. By all means be passionate about highlighting the impact this having but keep it subjective and appealing, because if the person dealing with your case has room for applying discretion and speed in handling your case, then you want that to be in your favour.

Good luck all. I know how unbelievably disruptive this can be and wish I could do more than just give advice, but I'm not an internal person, nor do I know anyone who is. Take care all