My onedrive has lost 17k files from a second onedrive that was not use but it pulled everything from my Primary

Bradley Curry 0 Reputation points
2026-06-05T22:59:09.7433333+00:00

My OneDrive has lost 17,000 files from a second, unused OneDrive account that pulled everything from my primary account. My primary account didn't have enough storage, and now Outlook is frozen, and so are my files that haven't disappeared. I've been trying for months to get Microsoft Support to remove this second account, but no one has helped. This morning, I finally submitted a ticket, but all I received were links to "Self-help" instructions. I can't afford to lose all my files, and I feel unable to fix the issue myself since OneDrive isn't my strong suit.

I'm at a loss for what to do now. Could you please provide specific troubleshooting steps or advice on recovering my lost files and resolving the account issue?

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

    2026-06-05T22:59:34.44+00:00

    Follow these steps in order, focusing first on recovering files, then fixing the account/sync situation.

    1. Check OneDrive on the web for missing files
    • Sign in to the OneDrive website for the primary account.
    • Use the search box to look for some of the missing filenames.
    • Check the folder structure (especially Documents, Desktop, Pictures) to see if files were moved there by backup/sync.
    1. Check the OneDrive Recycle bin
    • On the left side of the OneDrive website, select Recycle bin.
    • Scroll through and look for the missing files/folders.
    • If found, select them and choose Restore at the top of the page.
      • To restore many items at once, scroll to the bottom of the list, hold Shift, select the last file, then click Restore so all selected items are restored together.
    1. Check if files are in Personal Vault
    • In the OneDrive Recycle bin, select Show Personal Vault items if available.
    • Restore any needed items from there.
    1. Verify the correct Microsoft account
    • Confirm which Microsoft account is signed in on the OneDrive website.
    • If a second account was used previously, sign out and sign in with that other account and repeat steps 1–3.
    • Files may be in the other account’s OneDrive instead of the primary.
    1. Use OneDrive “Restore your OneDrive” (if available) If many files were deleted, overwritten, or corrupted and there is a Microsoft 365 subscription on the affected account:
    • Open the Restore your OneDrive options (for personal accounts) or, for work/school, go to the OneDrive website, select the gear icon > Options > Restore your OneDrive.
    • Use the timeline to pick a date before the mass deletion/sync issue occurred.
    • Apply the restore to undo all actions on files and folders within the last 30 days.
      • Note: Any files created after the chosen restore date will be moved to the OneDrive Recycle bin and can be restored from there if needed.
    1. Check local device storage On each PC that used the affected OneDrive account:
    • Use File Explorer to search the entire drive for key filenames.
    • Check the Windows Recycle Bin for any locally deleted copies.
    • If using the OneDrive sync client, verify whether a working copy of some files still exists locally.
    1. If this is a work/school account
    • If files are still missing after checking OneDrive and the Recycle bin, contact the organization’s IT administrator.
    • Provide:
      • Names of several missing files/folders.
      • Approximate date/time when they were last in a healthy state.
      • The URL of the affected OneDrive or SharePoint library if applicable.
    • An admin can also contact Microsoft Support to request a restore from backups (within the supported backup window) for site collections or OneDrive.
    1. After recovery, fix the account/sync configuration Once files are recovered or confirmed safe online:
    • On each PC, open the OneDrive app, go to Help & Settings > Settings > Sync and backup > Manage backup.
    • Confirm which folders (Desktop, Documents, Pictures) are backed up and to which account.
    • Sign out of OneDrive on any device where the unwanted second account is configured, so it no longer syncs or pulls files.

    If files cannot be found in OneDrive, its Recycle bin, or any local copies, and “Restore your OneDrive” is not available or does not cover the relevant time period, there is no native Microsoft method to recover permanently deleted content.

    References:

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

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