OneDrive File Issues

Fix OneDrive Showing Storage Used but Files Are Missing

Maira Mehtab Sep 22, 2026 868 views

Question details

The user needs to recover access to their OneDrive data, as the account shows storage space is consumed but the files and folders are not visible.

Product: Microsoft OneDrive
Device & OS: not provided
Scenario: Accessing and managing files and folders within a Microsoft 365 Family OneDrive account.
Observed behavior: OneDrive reports approximately 150 GB of storage in use, but the 'My Files' area appears completely empty. Furthermore, the user cannot create, delete, or restore any folders.

Before you start

Ensure you have a stable internet connection and do not attempt to delete or recreate any data or folders, as this could permanently overwrite your missing files before support can investigate.

Solution 1Recommended

Verify Account Status and Check OneDrive on the Web

Checking your account via the web version of OneDrive helps determine if the missing files are due to a local synchronization error or a server-side issue.

Sign in to OneDrive Web

Open your web browser, navigate to the OneDrive website, and sign in with your Microsoft 365 Family account credentials.

Check the My Files section

Click on 'My Files' in the left navigation pane to see if your data is visible in the online portal.

Inspect the Recycle Bin

Select the 'Recycle bin' from the left menu to ensure your folders were not accidentally deleted.

Verify account ownership

Click your profile picture in the top right corner and verify that you are logged into the correct Microsoft account with an active subscription.

Solution 2

Contact Microsoft Support for Service-Side Investigation

If web access also shows empty folders and operations like creating or deleting fail, this indicates a service-side glitch that requires Microsoft Support intervention.

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Frequently Asked Questions

Why does my OneDrive say it's full but I have no files?

This discrepancy typically occurs due to sync issues, server-side glitches, or hidden files taking up space, such as large version histories or a bloated recycle bin.

Should I delete my OneDrive folder and recreate it to fix the empty My Files issue?

No, you should never delete or recreate any data when experiencing this specific issue. Doing so might permanently overwrite your files. Wait for Microsoft Support to investigate your account.

Can I recover files if my OneDrive recycle bin is also empty?

Yes, Microsoft Support can often perform a point-in-time restoration of your entire OneDrive account if the data loss was caused by a service-side error, provided you contact them promptly.

How do I check my detailed OneDrive storage usage?

Log into the OneDrive website, click on the gear icon for Settings, and select 'Options.' From there, click on 'Manage storage' to view a detailed breakdown of what is consuming your quota.

Document & File Issues