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OneDrive Personal Vault Missing – Unable to Access My Data

Anonymous
2025-04-24T16:15:23+00:00

Hello,

Today, while trying to access my Personal Vault through the OneDrive app on my mobile device, the app began closing itself immediately after entering my password or completing biometric authentication. After attempting this several times, I noticed that the Personal Vault appeared twice in the app. Shortly afterward, the vault I had been using disappeared entirely, and only a new vault placeholder remained, showing the message “Get started with your Personal Vault.”

Issue Summary:

  • OneDrive app closes itself right after authentication.
  • Personal Vault briefly appeared twice.
  • The original vault disappeared.
  • A new vault appears with a “Get started” message.
  • Reinstalling the app did not restore my original vault.
  • I can no longer access the files previously stored in the vault.

Troubleshooting Steps I’ve Taken:

  • Uninstalled and reinstalled the app multiple times.
  • Signed out and back into my Microsoft account.
  • Logged in via the OneDrive web app – the vault appears empty there as well.
  • Checked the Recycle Bin – no trace of the original vault or its contents.

Device Information:

  • Phone: Iphone 16 Pro, Ipad Air 2025
  • OS: iOS 18.4.1
  • OneDrive app version: 16.12.3

This is a critical issue as the vault contained sensitive personal documents. I kindly request that you investigate this situation urgently and help me recover access to my original Personal Vault if possible. The sudden disappearance of the vault and the appearance of a new one without my input may indicate a serious sync or security issue.

Thank you in advance for your support,
Kerem DURMUŞ
******@gmail.com

Microsoft 365 and Office | OneDrive | Other | iOS

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2025-04-25T16:56:45+00:00

    Hi keremdurmuş,

    Thank you for posting here in Community.

    I completely understand how critical this issue is, Kerem, especially since your Personal Vault contained sensitive documents. It’s frustrating when files unexpectedly disappear, and I appreciate the detailed troubleshooting steps you've already taken.

    Your experience suggests a possible sync issue within OneDrive, or even a security-related problem that led to your original vault being reset. The fact that reinstalling the app didn’t restore your files makes this situation even more urgent.

    Troubleshooting Steps:

    Since you've already tried signing out, reinstalling, and checking the web version, let's explore some deeper solutions:

    1. Check Account Storage & Sync Status
      • Sign in to OneDrive Web and go to Settings > Storage.
      • Verify whether your vault data still contributes to your total storage usage.
    2. Recover Files Through Version History & Restore Options
      • Visit OneDrive Web https://onedrive.live.com and check the Personal Vault folder’s properties for any version history.
      • If applicable, attempt a restore from an earlier snapshot.
    3. Force Sync on iOS
      • Open Settings → OneDrive → Clear Cache (if available).
      • Restart your device and manually refresh sync by opening OneDrive and waiting for data synchronization.
    4. Verify Microsoft Account Ownership & Security Logs
    5. Confirm Personal Vault Accessibility in Another Device or Browser
      • Try accessing OneDrive from another device or a different browser to see if the vault is still accessible.
    6. Contact Microsoft Support Urgently
      • Since the vault unexpectedly disappeared, visit Microsoft Support → Select OneDrive > Personal Vault Issues → Start a chat or request a call. or type this in your browser aka.ms/odccontact

    Given the severity of this issue, I highly recommend contacting Microsoft Support immediately for account recovery assistance. If the vault's disappearance was due to a sync error or security-related event, Microsoft may have backend logs that could help restore your lost files.

    I truly hope this gets resolved quickly for you, Kerem. Let me know if you need any further guidance!

    Best regards,

    Bo

    Microsoft Community

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  2. Anonymous
    2025-04-29T18:27:58+00:00

    We haven't heard from you, so we assume your issue has already been resolved. We won't be monitoring this topic going forward, so if you need more help, create to new topic to discuss these concerns by clicking on this link: Create a new question or start a discussion

    Thank you for understanding

    Best regards,

    Bo

    Microsoft Community

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