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Deleted User - Unable to retrieve documents.

Steph 0 Reputation points
2026-05-06T04:19:22.7833333+00:00

Hi

We were having issues with a user that had been reactivated after returning from maternity leave. Issues could not be fixed so the user was deleted and a complete new user was set up for the person on the 24/3/2026. original user was deleted and all files assigned to the new user.
(original user and new user are same person with a new account set up)

We are aware that those files should be accessible for 30 days after which files are moved to a recycle bin for 93 days. the 93 days ends on the 25/6/2026, so technically we should still have access.

Neither the person assigned the files nor the administrator have been able to locate any of the files from either of their recycle bins.

How can we find and restore files from the original user?

Thank you

(original and new user ha)

Microsoft 365 and Office | OneDrive | For business | MacOS
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  1. Teddie-D 16,370 Reputation points Microsoft External Staff Moderator
    2026-05-06T05:54:42.9+00:00

    Hi @Steph

    Based on the timeline you provided, I understand why you expect the data to still be available. However, there is an important clarification regarding how retention works in this scenario.

    While it is commonly understood that files are retained for 30 days and then kept in a recycle bin for up to 93 days, this behavior applies to individual files within an active OneDrive or SharePoint site. In the case of a deleted user, the process is different.

    When a user is deleted in Microsoft 365, the OneDrive is usually retained for a period (by default around 30 days). During this time, restoring the user account will also restore their OneDrive. If the user is not restored, the entire OneDrive site is deleted and moved to the SharePoint site collection recycle bin, rather than appearing in standard file-level recycle bins.

    Because of this, the files will not appear in an individual user’s recycle bin. Instead, they are contained within the deleted OneDrive site, which must be restored at the site level by an administrator.

    It is also important to note that the exact retention timeline may vary depending on when the OneDrive cleanup process was triggered, so the expected end date may not be precise.

    Additionally, regarding the step where files were assigned to another user, this does not transfer or migrate the files into the new user’s OneDrive. It only grants the selected user access to the original OneDrive (typically via a link). The assigned user must manually access that OneDrive and copy or move the files they need. If no action is taken, the files remain in the original OneDrive. Once the retention period expires or the OneDrive site is deleted, the data is permanently removed.

    At this stage, we recommend the following checks:

    -In the SharePoint Admin Center > Sites > Deleted sites > Search for the original user’s OneDrive site and restore it if found.

    -If retention policies were configured prior to deletion, check via Microsoft Purview (eDiscovery) to determine whether the data has been preserved.

    If the OneDrive site is not present in the deleted sites list and no applicable retention policy exists, it is likely that the data has already been permanently deleted. In this situation, we recommend raising a support ticket with Microsoft via the Microsoft 365 Admin Center to confirm whether any additional recovery options are available, although recovery is not guaranteed at that stage.

    For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn   

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.    

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  2. AI answer

    2026-05-06T04:19:37.2733333+00:00

    Because the original user was deleted, that user’s OneDrive follows the deleted‑user retention rules, not the standard “Recycle bin” rules seen by end users.

    Key points from the retention behavior:

    • When a user is deleted in the Microsoft 365 admin center (or via directory sync), that user’s OneDrive is retained for the number of days configured in the SharePoint admin center (30 days by default).
    • During this configured retention period, other users can still access shared content in that OneDrive.
    • After that retention period expires, the OneDrive is put into a deleted state for 93 days and can only be restored by a SharePoint Administrator.
    • If the OneDrive is not restored within that 93‑day deleted state, it is permanently removed and cannot be recovered.

    In this scenario:

    1. Verify the actual OneDrive retention setting for deleted users in the SharePoint admin center (the default is 30 days, but it may have been customized). This determines when the OneDrive entered its 93‑day “deleted” state.
    2. A standard user or the new account will not see the original user’s OneDrive content in their own OneDrive recycle bin. Those recycle bins only show items they deleted from their own OneDrive.
    3. A SharePoint Administrator must attempt to restore the deleted OneDrive for the original user. This is done using the “Restore a deleted OneDrive” procedure, which is only available while the OneDrive is still within that 93‑day deleted window.
    4. Once the SharePoint Administrator restores the deleted OneDrive, the content becomes accessible again (for example, to copy/move into the new user’s OneDrive or a SharePoint site).

    If the SharePoint Administrator cannot find the original user’s OneDrive in the deleted OneDrives list or cannot restore it (for example, if the 93‑day deleted period has already passed), there is no native Microsoft 365 method to recover those files.

    Summary of actions to take now:

    1. SharePoint Administrator:
      • Check the OneDrive retention setting for deleted users.
      • Use the “Restore a deleted OneDrive” process to restore the original user’s OneDrive if it is still within the 93‑day deleted period.
    2. After restore:
      • Access the restored OneDrive and move/copy required files to the new user’s OneDrive or appropriate SharePoint locations.

    If the OneDrive cannot be restored by a SharePoint Administrator, the content is no longer recoverable through Microsoft 365.

    References:

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

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