Missing pictures in OneDrive

Robin Peterson 0 Reputation points
2026-09-29T17:15:01.3166667+00:00

Almost two years (2023-2025) of pictures are missing from my OneDrive account. It was my understanding they would never go away. How can I contact a liver person? Thank you.

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

    2026-09-29T17:15:15.7866667+00:00

    For a personal OneDrive account, the direct way to reach a live support person is to use Contact Microsoft Support and enter the problem there. On mobile, support can also be contacted by opening the OneDrive app and gently shaking the device.

    Before contacting support, these are the supported checks for missing pictures:

    1. On the OneDrive website, check Recycle bin on the left side. If the pictures are there, select them and choose Restore.
    2. Check whether the pictures are in Personal Vault. Personal Vault items do not appear in search results. In the recycle bin, select Show Personal Vault items to unlock and view them.
    3. Confirm the correct Microsoft account is signed in. If multiple personal, work, or school accounts have been used, the pictures may be in another OneDrive.
    4. Search the local device using File Explorer, Finder, or the mobile Files app, and also check the computer Recycle Bin or Trash.
    5. If available, use Restore your OneDrive to roll back changes from the last 30 days. Be aware that files and folders created after the restore point are moved to the OneDrive Recycle Bin.

    If the pictures are not found in search or in the OneDrive Recycle Bin, they usually cannot be retrieved through self-service.

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

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  2. Craig Long 18,635 Reputation points
    2026-09-29T23:43:39.9033333+00:00

    Hi Robin,

    Sorry to hear that some files are missing.

    Sometimes files get deleted by mistake and go to the online recycle bin, where they remain for only one month before being permanently deleted. So checking the recycle bin monthly is highly recommended.

    I'm sure you know you need to keep an active Microsoft 365 subscription.

    I highly recommend backing up your files to other media, not just OneDrive. OneDrive is basically a file-syncing service, and mistakes like these will multiply across all your devices.

    Here's the Contact Microsoft Support link mentioned in the AI answer: https://support.microsoft.com/en-us/contactus

    Please see the AI answer for more information. I hope you can find your missing files.

    Craig

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  3. Bulldog 4,730 Reputation points
    2026-09-29T23:57:02.5066667+00:00

    If you're not familiar with how cloud syncing operates, it's very easy to make a mistake and lose files. What you do on your computer affects what you have in your OneDrive and vice versa. For example, if your delete synced files on your computer, they'll get deleted in your OneDrive.

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