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What does it mean when your OneDrive account is frozen?

You may see an "account frozen" message if you have exceeded your storage allowance and/or haven't signed in for a long time. You just need to get back under your Microsoft storage quota to get access to your files again.

Important: From February 1, 2023, we are making changes to storage. Learn more.

How do I get back under my storage quota? 

You'll need to delete some files or buy more storage. It can take up to 2 hours for your changes to be applied. If your account is still frozen after 4 hours, contact support.

In OneDrive

  • Sign in to Manage your OneDrive storage to see what's taking up space and see what plans and offers are available to you.

    Tips: 

    • Ensure you sign in with the account that received the frozen message.

    • Personal & Family subscribers can add up to 1 TB of additional file storage to the 1 TB already included with your Microsoft 365 subscription. Learn more.

In Outlook.com

  • If you are a free user, you can buy a subscription, to increase your mailbox quota or free up storage space.

  • If you are already a Microsoft 365 subscriber, consumer mailbox limits are capped at 50 GB. To get back under your storage quota, you need to free up storage space. If you need more than 50 GB mailbox, see our Enterprise plans.

Why did I receive a OneDrive account frozen message?

If you think you received an account frozen notification by mistake, it could be that you have an additional Microsoft account, for example one that was created for use with Samsung Gallery. 

  • Sign in with your other account credentials to unfreeze it.

    Tip: If you cannot remember your other sign in details, you can recover your account.

If you think you received an account deletion notification by mistake, read Why did I get an email saying my account will be deleted?

What happens if I do nothing after my OneDrive is frozen?

If you exceed your Microsoft storage:

  • You won’t be able to upload, edit, or sync new files (such as Camera Roll) to your OneDrive. Your existing files will remain but will be read-only.

  • You will not be able to send or receive email in Outlook.com, even if you have not exceeded your email storage quota.

  • You will not be able to send or receive any Microsoft Teams messages which contain attachments.

  • After 12 months, we may delete your OneDrive and all files within it. Once deleted, these files are non-recoverable.

If you exceed your email storage:

  • You will not be able to send or receive email in Outlook.com.

Learn more

How does Microsoft storage work?

If you cannot remember account sign in details, you can recover your account.

Need more help?

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Contact Support
For help with your Microsoft account and subscriptions, visit Account & Billing Help.

For technical support, go to Contact Microsoft Support, enter your problem and select Get Help. If you still need help, select Contact Support to be routed to the best support option.

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Admins
Admins should view Help for OneDrive Admins, the OneDrive Tech Community or contact Microsoft 365 for business support.

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