How to retrieve documents and previous documents and files folowing an upgrade

Hi @Alisha,

Thank you for reaching out to Microsoft Q&A Forum support.  

To help me understand what's going on and guide you to a solution, could you provide a few details:   

• Could you confirm if you are signed in with the same Microsoft business account (******@yourdomain.com) that was used before the upgrade? 
• Have you checked the Recycle Bin in OneDrive and SharePoint? 
• When exactly did your previous subscription expire, and when did you renew or upgrade it? 

In the meantime, I'd like to provide some possible solution to help resolve the issue:   

1/ Try to sign in sharepoint/onedrive/Onenote on a different browser and see if your files are there.    

2/ Clear browser cache and sign in again. 

Open Microsoft Edge > type "edge://settings/clearbrowserdata" in your address bar 

Select Clear browsing data > Clear now 

Restart the browser. 

Sign in again to Microsoft 365 using the correct account. 

Try accessing SharePoint, OneNote, or OneDrive again. 

3/ Restore your OneDrive:  

Please follow the steps in this article to restore your OneDrive: Restore your OneDrive - Microsoft Support 

For files in Sharepoint, please see the steps from this article: Restore a shared library - Microsoft Support 

4/ Contact Microsoft support: 

If the problem continues after these steps, it may require backend investigation. In that case, I recommend opening a support ticket with Microsoft. A technical support engineer can perform a remote session, verify backend configurations, and run necessary diagnostics. If needed, they can escalate the issue to a specialized team.   

For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.    

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.  

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.  

I'm looking forward for your reply. 

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