No Files After Purchasing Additional Storage

Coleen Rockey 20 Reputation points
2026-09-14T22:37:00.41+00:00

Hello:

I purchased 1 TB of additional storage so I can continue to use One Drive on my computer; however my files are not there. What is the problem? If you cannot support me, what can I do? You have my money.

Thank you.

Coleen Rockey

Windows for home | Windows 11 | Files, folders, and storage
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Answer accepted by question author
Craig Long 18,630 Reputation points
2026-09-15T20:39:14.55+00:00

To get the best help, go to this link and sign in to your Microsoft 365 account:

https://go.microsoft.com/fwlink/p/?LinkId=528676

You will see a box like this. If you don't see it the first time, try clicking the link again or clearing your browser cookies.

OneDrive support

If you still don't see the box, you may be signed into a free OneDrive account, not your Microsoft 365 account.

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  1. Coleen Rockey 20 Reputation points
    2026-09-16T01:48:34.9633333+00:00

    Hello:

    I paid $9.99 for additional icloud storage in One Drive, however, my files are not there. Please advise

    Thanks.

    Coleen Rockey

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  2. Bulldog 4,640 Reputation points
    2026-09-15T00:56:05.53+00:00

    Microsoft needs to explain this better, so users will understand:

    1- All software and services that you purchase from Microsoft - including subscriptions, apps and OneDrive storage - go through your Microsoft account.

    2- In order to make a purchase, a Microsoft account needs to have at least one stored payment method.

    3- The Microsoft account that makes the purchase with its stored payment method is the Microsoft account that owns the subscription, app or storage.

    4- To use the subscription, app or storage that your Microsoft account purchased, you have to enter the username and password of that Microsoft account.

    In your case, the Microsoft account that purchased an additional 1TB of storage is the Microsoft account which received that storage, so you will find that 1TB of storage in the OneDrive belonging to that Microsoft account. To use that 1TB of space, you must sign in with the username and password of the Microsoft account that purchased the space.

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  3. Jeronimo Fuerte 46,010 Reputation points Independent Advisor
    2026-09-14T23:16:45.3866667+00:00

    Sorry to hear that you’re having trouble accessing your files after purchasing additional OneDrive storage. Could you please share a little more information about the situation?

    When you sign in to OneDrive on the web at https://onedrive.live.com using the same Microsoft account used to purchase the additional storage, are your files visible there, or are they also missing?

    Also, please confirm does the additional 1 TB of storage appear correctly on your Microsoft account? Were the missing files previously stored in OneDrive, or were they only stored locally on your computer? Are all of your files missing, or only certain folders/files?

    Did the files disappear before or after you purchased the additional storage?

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