Help needed with My Passport Restore Problem

I backed up all files from my laptop prior to getting the battery problem repaired. The laptop had a system reconfiguration/system reload to fix the problem.
I have the laptop back and I can see my original files on the My Passport when plugged in but the software doesn’t recognise or see the files to restore them back to the laptop. I have since done a backup to see if it adds to the files on the My Passport already, but it doesn’t.