Problems accessing content in your OneDrive Personal Vault

Question

For the past few weeks, I haven't been able to access my Personal Vault on my MacBook.

I've tried everything I've read about it: using different browsers (Chrome, Safari, Opera, Edge), clearing memory, restarting both the browsers and the MacBook, removing trusted devices from my profile, etc., etc., but nothing has worked. Time and again, after logging in (tried every possible way with the same negative result), I get the screen shown in the attached image.

However, I can access it without any problems from my tablet or iPhone.

I would appreciate any solution.

Thank you.

Answer 1

Thanks for your suggestions, but none of them worked.

I had already tried them all, except for using a new profile.
I tried that too, and it didn't work either. In fact, creating a new profile and trying it with that resulted in completely inappropriate new login error messages, such as when trying to retrieve the unlock code, the system responds that
'No email address beginning with "." was found.'

It seems clear there's a problem with the procedure that's beyond anything the user can do.
Any other ideas?

Answer 2

Hello Enric M,

I’m sorry you’re experiencing this. It sounds like Personal Vault continues to work normally on your tablet and iPhone, but on your MacBook, it does not open after sign-in, even after testing several browsers, clearing browser data, restarting the Mac, and removing trusted devices.

I found multiple recent reports describing very similar Personal Vault problems on Mac. Some people could still access the Vault on mobile, while the issue continued in different browsers or even on another computer.

At this time, unfortunately, there does not appear to be one confirmed fix that works for everyone. Some affected users have resolved the issue by updating macOS, resetting their Mac user profile, or removing and then reconfiguring their Microsoft account verification methods, such as Microsoft Authenticator, email, and SMS (if you decide to try this, make sure you still have access to the account and have at least one working recovery method before removing or changing any security information, otherwise you could temporarily lose access to the account).

You can check the following threads about the same issue to see whether any of the suggested solutions are helpful in your case:

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

Help! No longer able to access my Personal Vault on my MacBook

...

I also suggest submitting the issue through the OneDrive Feedback Portal so the relevant product team can investigate further. You can search for an existing report first so you can vote or comment on it instead of creating a duplicate.

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.

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

Best regards.