icloud storage full despite deleing messages, files.

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Level 1

4 points

icloud storage full despite deleing messages, files.

My iCloud storage says it is full, with 3.7gb being taken up by messages. When this first occurred, I went into my messages app on my phone and deleted several videos,

I went into my phone first: Settings -> Apple ID -> iCloud -> Manage storage -> Messages (showing 3.7 gb)

When tapped messages and went to the next screen, it showed top conversations: several different message threads were listed, each with an associated storage amount. I clicked on each individual thread, which opened up the messages app. Within the messages app, again, I went in and deleted additional attachments, photos, and videos within the thread.

I then went back to the settings app, and could see that the total storage amount listed next to that thread was reduced (by several hundred mbs). However, when i went back and to see if that had an affect on the total storage taken up by messages within iCloud, it still shows that a there are 3.7 Gbs of storage taken up by messages.

Of note, if i went into my messages app on other devices, and the messages and the attachments that were in certain message threads that i deleted from my phone were also deleted from the other devices. Also, I have notes synced through icloud, and I noticed that if I made changes to the note on one device, the changes were updated on my other devices.

After this happened, I called technical support and was told first that the iCloud server needed 24 hours to reflect the changes that I made by deleting the attachments. However, it has been 36 hours now, and I still have the same issue, where it says that my icloud storage is full. I tried calling technical support and was told to wait another 24 hours. However, now I cannot sync even my notes in iCloud.

If I go to iCloud.com, under "account settings" it still shows that messages are taking up 3.7 GB of my iCloud storage, however there is no way on iCloud.com to delete this content.

I would appreciate any assistance. Thanks

MacBook Pro 15″, macOS 10.14

Posted on Jun 20, 2022 11:22 AM

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Answer 1

Drew_7

Community Specialist

Jun 22, 2022 6:15 AM in response to Alexmalik6

Alexmalik6,

As you mentioned, some information may be saved on other devices. If you are okay with potentially losing some messages, you can disable Messages in iCloud as outlined here: Use Messages in iCloud - Apple Support

However, based on what you've, shared, it may be necessary to reach back out to support. Especially if you've deleted Messages off of all devices but the storage issue remains.

Regards.

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Answer 2

Lee_ms

Community Specialist

Jun 21, 2022 10:44 AM in response to Alexmalik6

Hi Alexmalik6,

Have you tried restarting your device to see if it makes any impact on what you're seeing? You mentioned the attachments were only a few hundred MBs. Are you able to clear up any of your other threads or content to try to reduce the amount of space being used? Keep in mind since you're using Messages with iCloud, every thread is going to use iCloud storage. Here's a resource to help Manage your iCloud storage

Take care.

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Answer 3

Alexmalik6 Author

Level 1

4 points

Jun 21, 2022 7:29 PM in response to Lee_ms

Yes. I have restarted all of my devices.

Yes, for example, on my phone, after having no success with deleting individual threads, I deleted all messages. Still, my iCloud account says that there are 3.7GB worth of messages.

There should be an easier way on iCloud.com to centrally manage the messages that are synced to iCloud - just like there is a central way to manage documents that are uploaded to iCloud via the iCloud.com site.

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Answer 4

Alexmalik6 Author

Level 1

4 points

Jun 22, 2022 1:22 PM in response to Drew_7

To be clear, for all of my devices (iPhone, iPad, and macbook pro) that had been syncing my iMessages, I opened the iCloud tab within the device settings app -> selected the messages and deleted all of the messages that were supposedly taking up space in iCloud. There are no messages remaining within these tabs for each of the devices. Then, as instructed by the first support representative i talked to, I turned off message syncing through iCloud on each device. This did not change anything - storage still full. This support representative put me on hold, and then ended the call and I never heard back. I called back to support and talked to a separate representative who reviewed the steps I had taken, and he told me to wait at least 24 hours for the server to update and reflect the changes - to be clear, this occurred on a Saturday evening. I waited 36 hours (still iCloud showing that storage was full) and called a 3rd representative, who told me that I needed to wait at least 48 BUSINESS hours for the server to update. It has now been over 72 hours since I made these changes, and my iCloud says that the storage is full, and there are still 3.7GB of messages taking up the storage.

I should also mention perhaps a larger concern - each time when I was connected to a support representative, their first solution proposed to this problem was "well, have you thought about just upgrading to a higher level of storage?". The first proposal was to get the customer to pay more and to completely sidestep the problem - not one of the 3 representatives has been able to offer a sufficient explanation as to why there is no way within iCloud.com to see which messages are being stored in the cloud and why there is no option to delete that data from icloud.com. This seems like the most logical, intuitive solution.

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Answer 5

jeffd55

Community Specialist

Jun 22, 2022 5:29 PM in response to Alexmalik6

Alexmalik6,

There are only two ways to make more space in iCloud Storage, delete items stored in iCloud or purchase additional storage. We have provided the article on managing storage which outlines clearing space in iCloud. You can continue with those steps to clear space. The thing to remember is that iCloud storage isn't just taken up by iMessages, but photos, emails, iCloud Drive and device backups. If you have reached the limit of what you are comfortable with deleting from iMessage, you may want to look at the other things taking up storage.

Regards.

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icloud storage full despite deleing messages, files.

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