"We couldn't send the code. Please try again"

Question

I am trying to access my Personal Vault but when it asked me to enter the last 4 digits of my phone number and I enter them correctly it then says "We couldn't send the code. Please try again". How can I correct this fault so I can access my personal vault?

Answer 1

Hello GeorginaOwen1,     Thank you for bringing this to our attention. We appreciate that you've taken the time to post your concern here in Microsoft Community Forum. We understand that you’re having trouble accessing your OneDrive personal vault. Let’s check on this together and find ways to address this matter. Now for us to better assist you on this matter I need to ask the following: .

1. When did the issue start?
2. Can you please provide us a photo of the error?
3. Have you made any changes on the account such as updating your mobile number etc.?
4. What troubleshooting steps you've done so far?
5. Have you tried using a different browser?
6. You may also try restarting your device or dis connect and reconnect from your internet connection

Kindly provide us a detailed information of your concern so that we can provide the appropriate resolution. 

We look forward to your response. Sincerely,Juhn Jac,Consumer M365 Forum Moderator

Answer 2

I was accessing my Personal Vault but through Windows Explorer. I've never accessed it through a browser. I don't know how to access it through a browser.

Georgina

Answer 3

Hello GeorginaOwen1,    

Thank you for you swift reply!

I thought that you were accessing your OneDrive personal vault online.

• Can you please use Microsoft Edge or Google Chrome to access your OneDrive Personal vault? Just simply open a browser and search onedrive.com and log into your account.

Google Chrome look like:

Microsoft Edge:

There's a possibility that your OneDrive app has gotten corrupted. We want to make sure first that you can access your personal vault online before we perform an extensive troubleshooting.

We look forward to your response.   

Sincerely,Juhn Jac,Consumer M365 Forum Moderator

Answer 4

This issue started last weekend - I think Saturday.

Attached is a photo of the issue

3. No I've made no changes to my details e.g. phone number
4. Just tried multiple times on different days. And restarting the laptop
5. Its windows explorer - don't think there is a different option
6. I did try restarting.

***Removed personally identifiable information (PII) from picture. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy. ***