If your OneDrive account is frozen, you see an account frozen message and the following icon:
This can happen if you exceed your storage allowance or don't sign in for a long time. To access your files again, get back under your Microsoft storage quota.
Get your OneDrive account under its storage quota
You need to delete some files or buy more storage. It can take up to two hours for your changes to apply. If your account is still frozen after four hours, contact support.
Sign in to OneDrive to see what's taking up space and what plans and offers are available to you.
Tip
- Ensure you sign in with the account that received the frozen message.
- If you're already a Microsoft 365 Personal, Family, Premium, or Pro subscription holder, you can add up to 10 TB to your OneDrive cloud storage. Only the subscription account holder can extend their storage. Learn more.
Manage your Outlook.com mailbox storage
If you're a free user, you can buy a subscription to increase your mailbox quota or free up storage space.
- If you're already a Microsoft 365 subscriber, consumer mailbox limits are capped at 100 GB. To get back under your storage quota, you need to free up storage space. If you need more than a 100-GB mailbox, see our Enterprise plans.
Why did I receive a OneDrive account frozen message or alert?
If you think you received an account frozen notification by mistake, it could be that you have an extra Microsoft account, such as one that you created for use with Samsung Gallery.
Sign in with your other account credentials to unfreeze it.
Tip
If you can't 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 can't upload, edit, or sync new files (such as Camera Roll) to your OneDrive. Your existing files remain but are read-only.
- You can't send or receive email in Outlook.com, even if you didn't exceed your email storage quota.
- You can't send or receive any Microsoft Teams messages that contain attachments.
- After six months, Microsoft might delete your OneDrive and all files within it. Once deleted, these files are non-recoverable.
If you exceed your email storage:
- You can't send or receive email in Outlook.com.
Learn more
How does Microsoft storage work?
Need more help?
Account support. For help with your Microsoft account and subscriptions, visit Account & Billing Help.
Technical support. For technical support, select Contact Microsoft Support below, enter your problem and select Get Help.
Mobile users can contact Support by opening the OneDrive app and gently shaking your device.
Community support. Communities help you ask questions, give feedback, and hear from experts with rich knowledge. Ask the Microsoft Community. Do not disclose personal or sensitive information in public forums.