No longer able to access my Personal Vault on my MacBook Air

Question

No longer able to access my Personal Vault on my MacBook Air

Matt B 10

For approximately the last 7 days, I have not been able to access my personal vault on my MacBook Air. I AM ABLE TO ACCESS my Personal Vault using my iPhone 16, but NOT using my MacBook Air. I have tried the following without success:

I have made sure I have an update version of OneDrive on my MacBook Air;
have cleared my Safari's cache;
I tried logging into my OneDrive via a private window at onedrive.live.com; and,
I have tried reseting my Personal Vault passkey.

Help would be most appreciated.

Daniel Fortin 0 Reputation points

2026-07-22T15:30:50.2866667+00:00

I have the exact same issue since yesterday. Tried using a "private window" in Chrome. Tried using another brower (e.g. Safari). Tried resetting my browser cache. I'm on a Macbook Pro. Works fine on my iPhone, but I can't edit files in the vault from my iPhone, so it's a real issue!
Thus, something is definitely broken on Microsoft's side...
Thanks!
Daniel Fortin 0 Reputation points

2026-07-22T15:39:11.8566667+00:00

Update: It works randomly... After several retries, it finally worked. But minutes after, I refreshed the screen and it showed nothing. No files at all. Refresh again, got the same error as above... A few more retries, and suddenly it worked. Something is broken, guys...
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-07-25T23:42:31.6+00:00

Hi Daniel,

Since the behavior appears inconsistent, I recommend checking whether your Mac is fully up to date. Another member in this thread - kcbudyzr reported that the problem was resolved after installing the latest macOS updates (Sequoia 15.7.7), so it may be worth trying if you have any pending updates.

If the issue continues, it may be worth testing in a new macOS user profile. Apple provides instructions here: https://support.apple.com/guide/mac-help/new-user-or-group-setup-mh15191/mac

Disclaimer: While the link above is not a Microsoft website, it is the official site of Apple.

I would also recommend submitting feedback through OneDrive for the web (Help/Feedback > Report a problem) or through the Microsoft Feedback Portal. This information can help the product team investigate the problem further. Since this is a public user-to-user forum, we can only offer suggestions based on our own experience and the information shared here. Discussions in the forum are not typically reviewed directly by the product team.

Thank you again for your patience!

Best regards.
kcbudyzr 0 Reputation points

2026-08-09T23:47:40.61+00:00

Providing an update that I am unfortunately back to not being able to login to Personal Vault. Same behavior as previously…I repeatedly get the "TRY REFRESHING THE PAGE" error. Previously, I had success after updating my macOS to Sequoia 15.7.7, although there were intermittent episodes when it would time out and then not reopen. I completed my project eventually and found one trick that provided me with a little luck which was knowing a time when it was working and finding that event in my recent Chrome history. I haven't needed to access Personal Vault since then…until today. Updating my macOS is not an option, since it is up to date with Sequoia 15.7.7. I typically do not use Safari to access OneDrive…I use Chrome (currently up to date with Version 151.0.7922.109). Both browsers have always worked without issue; neither works now. I have again performed all of the troubleshooting steps in previous discussions. I have always been able to login without problem using my iPhone. My workaround currently, since Personal Vault is accessible on iOS, is to copy files from my mac to a OneDrive folder in My Files (outside of Personal Vault), then opening Personal Vault on my iPhone and copy the files from that My Files folder into the accessible Personal Vault on my iPhone. This is painstakingly tedious and ridiculous. What is the difference between Personal Vault access via macOS versus iOS? It appears something changed recently, since it used to be dependable to function without issue. Is anyone else still having a problem?

NOTE: Forgot to mention that I also tried adding a User on my mac (standard temporary account) to test whether my macOS profile is interfering with the Personal Vault sign-in process. I signed out of my current administrator account on mac, then logged in under the standard temporary account. I installed Chrome and signed in to OneDrive. Still receiving the error message when trying to sign in to Personal Vault.
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-08-10T04:11:16.18+00:00
kcbudyzr,

Thank you for the detailed update and for testing with a temporary Mac user account.

This appears to be a widespread issue recently and so far, I have not found a confirmed fix for this behavior. In this situation, I recommend contacting the OneDrive Support team so they can review the issue and investigate further.

Please note that this is a user-to-user support forum. Moderators and community contributors, including external Microsoft staff, cannot access your account, review back-end service logs, or make changes to Microsoft product features. We can only provide troubleshooting guidance based on the information available.

Here's how to reach out to the Support Team (live chat):

Go to: https://support.microsoft.com/home/contact

In the search box, enter a short description of the issue.

Hit "Get Help"

Scroll down and select Sign in to contact support for further assistance (please sign in using a personal Microsoft account). If prompted, choose Microsoft 365 and Office or OneDrive, followed by Technical Support.

Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.

As an additional option, you may also contact Apple Support and ask them to check whether any macOS setting, browser component, or network-related configuration could be interfering with the Personal Vault sign-in process. Matt B, the original poster of this thread reported that an Apple Support technician helped him reset his Apple profile, after which he was able to access OneDrive Personal Vault again. Note that this is a community-reported solution, so the results may vary.

Hopefully this issue will be sorted out soon. Thank you so much for your patience!

Best regards.

2 answers

Your answer

Daniel Fortin 0 Reputation points

2026-07-22T15:30:50.2866667+00:00

I have the exact same issue since yesterday. Tried using a "private window" in Chrome. Tried using another brower (e.g. Safari). Tried resetting my browser cache. I'm on a Macbook Pro. Works fine on my iPhone, but I can't edit files in the vault from my iPhone, so it's a real issue!
Thus, something is definitely broken on Microsoft's side...
Thanks!
Daniel Fortin 0 Reputation points

2026-07-22T15:39:11.8566667+00:00

Update: It works randomly... After several retries, it finally worked. But minutes after, I refreshed the screen and it showed nothing. No files at all. Refresh again, got the same error as above... A few more retries, and suddenly it worked. Something is broken, guys...
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-07-25T23:42:31.6+00:00

Hi Daniel,

Since the behavior appears inconsistent, I recommend checking whether your Mac is fully up to date. Another member in this thread - kcbudyzr reported that the problem was resolved after installing the latest macOS updates (Sequoia 15.7.7), so it may be worth trying if you have any pending updates.

If the issue continues, it may be worth testing in a new macOS user profile. Apple provides instructions here: https://support.apple.com/guide/mac-help/new-user-or-group-setup-mh15191/mac

Disclaimer: While the link above is not a Microsoft website, it is the official site of Apple.

I would also recommend submitting feedback through OneDrive for the web (Help/Feedback > Report a problem) or through the Microsoft Feedback Portal. This information can help the product team investigate the problem further. Since this is a public user-to-user forum, we can only offer suggestions based on our own experience and the information shared here. Discussions in the forum are not typically reviewed directly by the product team.

Thank you again for your patience!

Best regards.
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-08-10T04:11:16.18+00:00

kcbudyzr,

Thank you for the detailed update and for testing with a temporary Mac user account.

This appears to be a widespread issue recently and so far, I have not found a confirmed fix for this behavior. In this situation, I recommend contacting the OneDrive Support team so they can review the issue and investigate further.

Please note that this is a user-to-user support forum. Moderators and community contributors, including external Microsoft staff, cannot access your account, review back-end service logs, or make changes to Microsoft product features. We can only provide troubleshooting guidance based on the information available.

Here's how to reach out to the Support Team (live chat):

Go to: https://support.microsoft.com/home/contact

In the search box, enter a short description of the issue.

Hit "Get Help"

Scroll down and select Sign in to contact support for further assistance (please sign in using a personal Microsoft account). If prompted, choose Microsoft 365 and Office or OneDrive, followed by Technical Support.

Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.

As an additional option, you may also contact Apple Support and ask them to check whether any macOS setting, browser component, or network-related configuration could be interfering with the Personal Vault sign-in process. Matt B, the original poster of this thread reported that an Apple Support technician helped him reset his Apple profile, after which he was able to access OneDrive Personal Vault again. Note that this is a community-reported solution, so the results may vary.

Hopefully this issue will be sorted out soon. Thank you so much for your patience!

Best regards.

Answer 1

Matt B 10

Norah,

I followed the instructions you provided by using a Chrome incognito window to sign into OneDrive.live. This did not resolve the issue. Still can't access my Personal Vault using my MacBook Air. I keep getting a "Correlation ID" code after following the "Sign In" prompt for my Personal Vault.

Note: I did not attempt to "review the sign-in approval methods linked to your Microsoft account" as I am not sure how to do this and I am afraid to attempt and possibly get locked out of my MS account.

Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-07-20T08:47:14.84+00:00

Hi Matt B
Thank you for the update, I completely understand your concern. I’d like to research and review this behavior more carefully and see whether there are any other troubleshooting options available for you.

Thank you so much for your patience.

Yours sincerely.
Matt B 10 Reputation points

2026-07-20T14:18:02.2566667+00:00

Norah,

Thanks to you for looking into it further. Your help is much appreciated.
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-07-22T06:48:38.4633333+00:00
Dear Matt, I’m back.

Thank you for your patience. Since the issue continues even in a Chrome Incognito window, you can create a temporary user account on your Mac and test OneDrive Personal Vault there. This helps check whether something in your current macOS profile is interfering with the sign-in process.

Open System Settings > Users & Groups.

Select Add User and create a temporary standard account.

Sign out of your current Mac account and sign in to the new one.

Open the latest Chrome or Edge, go to OneDrive online, and try opening Personal Vault.

Check this Apple’s detailed guide to add a user on Mac. You will need an administrator account to create the user.

Disclaimer: While the link above is not a Microsoft website, it is the official site of Apple.

After creating it:

Sign out of your current Mac account and sign in to the new account.

Open the latest version of Chrome or Edge.

Sign in to OneDrive online and try opening Personal Vault.

Please let me know how it goes!

Warm regards.
Matt B 10 Reputation points

2026-07-22T15:40:25.2933333+00:00

Nora,

Thanks. Issue resolved. I have been able to speak to an Apple Support Technician who took me step-by-step resetting my Apple profile and to help me get back into my OneDrive Personal Vault.

Matt B
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-07-25T23:26:17.2+00:00

Matt B, thank you for posting back with an update. I'm glad to hear that the issue has been resolved. Your feedback may also help other community members who encounter the same issue.

Best regards.

Answer 2

Norah-L 9,450 Microsoft External Staff Moderator

Hello Matt B

I understand that you have been unable to open Personal Vault on your MacBook Air. Since it still works on your iPhone, the vault and its files are accessible; the issue is more likely related to the browser verification session on the Mac.

Please note that Personal Vault is not available directly in the OneDrive app on macOS. You need to open it through the latest version of a supported web browser, as shown in the screenshot below.

User's image

Reference: Protect your OneDrive files in Personal Vault

Please try the options below and check whether the issue continues:

Install or update Microsoft Edge, Chrome, or Firefox, then open OneDrive on the web in a private/incognito window.
Temporarily turn off any ad blocker, privacy extension, or VPN, as it may prevent the separate verification page from loading.
When prompted, choose a different verification method, such as Microsoft Authenticator, SMS, or email code. As a workaround, you can also review the sign-in approval methods linked to your Microsoft account. Make sure you have another working verification method first, then remove only an unused or affected method and try opening Personal Vault again.

Please let me know how it goes after trying these steps, and I'll be glad to continue looking into it with you.

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kcbudyzr 0 Reputation points

2026-07-25T00:23:33.17+00:00

I am also experiencing problems logging in to Personal Vault with my MacBook Pro. I am able to log in to Personal Vault using the app on my iPhone 13. I have Google Chrome installed on my mac and always use it with OneDrive, never Safari. I am very well versed on using OneDrive, and hated when Personal Vault was added. Earlier today I was having no problem logging in to Personal Vault on my mac. I was working on a project, and Personal Vault would time out (which is normal). Until today, I could always log back in, sometimes with a glitch, but most of the time immediately. Then, it timed out again today, and I can't log back in after multiple attempts. I am always presented with the verification page. Once I enter my verification, I am repeatedly presented with the "Try Refreshing the Page" message for every log in attempt, which includes the Correlation ID: [REMOVED PII] mentioned previously. I'm desperate to access Personal Vault on my mac and don't know where to turn for help. I have a Microsoft 365 subscription, but that doesn't do me any good when it comes to support. Like Daniel Fortin mentioned, I need to do things with files using my mac that I can't do using my iPhone. I tried signing out of Microsoft, OneDrive, Chrome. I shut down my mac. I made sure Chrome is up-to-date. I cleared my Chrome cache. I tried incognito. What else?UPDATE: I checked my macOS and saw an update available (Sequoia 15.7.7). I updated, opened Chrome, logged in to OneDrive, logged in to Personal Vault, and it works!
Norah-L 9,450 Reputation points Microsoft External Staff Moderator

2026-07-25T23:50:26.5966667+00:00

PII caution: Please note that this is a public forum for users. Do not post any private information here for your privacy and security.

Good day kcbudyzr,

Thank you for posting back with the detailed update. I can understand how frustrating this situation must have been, especially when you needed access to important files in Personal Vault and the issue persisted despite trying multiple troubleshooting steps.

I'm glad to hear that updating your Mac to macOS Sequoia 15.7.7 resolved the problem and that you can access Personal Vault again. Your feedback may also help other users experiencing similar issues on macOS.

Wishing you all the best!

Warm regards.