Can't log in to my Personal Vault

Question

Can't log in to my Personal Vault

Marc Wu 0

Hi there,

I haven't been able to access any of my files in the Personal Vault since yesterday. I could log in but the Vault is empty. It now only shows the message "unlockRequired" and with the code "[Moderator Note: Personal Info Removed]". What do I need to do to get my files in the Vault back? Thank you.

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Answer 1

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue.

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hello Marc Wu

I’m sorry you’re unable to access your Personal Vault.

The “unlockRequired” message indicates that the additional identity-verification step has not completed, so an empty Vault view does not necessarily mean the files were deleted. Personal Vault requires a second verification method before displaying its contents.

On your Mac, please try:

Open OneDrive.com using the latest Edge, Chrome, or Firefox in a Private/Incognito window.
Open Personal Vault and complete verification using another available method, such as Microsoft Authenticator, SMS, or email.
If possible, check the Vault through the OneDrive mobile app to see whether the files are accessible there.

Please do not disable Personal Vault while the files are inaccessible.

If the same error appears across browsers or devices, you can contact Microsoft Support for further assistance on this issue:
Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.

Open a website link - Contact - Microsoft Support
In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below.
In this section, you will need to sign in to your Microsoft account.
Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm
You can select " Chat with a support agent in your web browser " to access the chat window.

I hope you can regain access to your files soon.

Have a nice day

Xavier-D 13,660 Reputation points Microsoft External Staff Moderator

2026-07-24T00:31:21.5+00:00

Hi Marc Wu

I’m following up to check on the status of this issue.

Have you had an opportunity to review the answer shared earlier?

Any update you can provide would be greatly appreciated.