I'm having the similar issue but I'm on 2023 desktop I've lost 15 years worth of attachments I've been on the phone for 2 weeks supposedly all the way up to tier 3 no one has been able to help me. A month and a half ago a lady in Kentucky did it in 5 minutes but they have no record of her calling me on that day? She was amazing I wish I would have got her direct number! I need some help if anybody has any knowledge of this please please help me