Files gone missing (mac)

Somewhere along the lines, from one day to another, files have gone missing from my my cloud home 2TB - photos and videos are now gone.

I have scoured every single post or topic regarding missing files and none of them have had a solution. As far as I can tell, it’s a userbased problem. When I log onto my mac through both the WD Discovery app and online, the files are missing. If I try and login from my Windows PC it says the drive is faulty and needs a formatting before it can be used, BUT my other user have no problem on either pc or mac.

Hello,

Please refer to the following KBA article: http://support-en.wd.com/app/answers/detail/a_id/6231

What has this got to do with retrieving my files?

I know right. At this point, a chatbot could do the job more sufficiently, and actually provide customer support.