OneDrive Personal Vault cannot unlock, error code 0x8004db90

Dear Microsoft,

I hope that someone will read this message.

[...]

Several individuals, including myself, have suffered as a direct result of these actions, and the evidence gathered shows that these damages are widespread and systematic. In the absence of immediate corrective actions on your part, I am prepared to initiate a collective action (class action).

[...]

Hi, nobody from Microsoft will read your message.

Here is just a forum were we help each other.

A class action will not work because Microsoft can call their terms, where the item 6 (Service Availability) is saying:

We strive to keep the Services up and running; however, they are not offered with a guaranteed level of quality of service and all online services suffer occasional disruptions and outages. In the event of an outage or disruption to the Service, you may temporarily not be able to retrieve Your Content. We recommend that you regularly backup Your Content and Data that you store on the Services or store using Third-Party Apps and Services.

The only way is contacting the support and ask for a solution ASAP.

Right-click on your OneDrive icon (on the system tray, next to the clock, on Windows PC) --> Click on the gears on the top right-hand corner --> "Get Help" --> On the window that will pop-up, click on Contact Support (at the bottom of the window).

I have done the same via the Web interface, and I have also directed the OneDrive support team to this community forum entry to see others having the same issue. Here is the response I received:

Hello there, 

Thank you for your response, 

We have reviewed your case details with our concerned team.

Our engineering team is actively working on resolving it, we will get back to you as soon as possible until then your patience is highly appreciated. 

We wish you a great day.

Thank you,

OneDrive Team

Perhaps the more users that report the same issue directly to them, the more priority it will receive - one can only hope.

I confirm that today I tried to open the Vault from Android and it opened, after what I opened it from PC. So for me is solved. urgently copying all the documents to hard disc...

This is absolutely horrendous. I've just been talking to a support agent via chat, and this is how it went:

Martins: Hello, thank you for contacting Microsoft Support, Please provide a Call Back Number and Country Code, so I can reach you in case the chat gets disconnected. My name is Martins. How may I assist you today?

Me: I'm getting error code 0x8004db90 when trying to open my OneDrive Personal Vault. Please fix it.

Martins: If I understand correctly, you are getting the error code "0x8004db90" when trying to access your personal vault on OneDrive?

Me: yes

Martins: Thank you for sharing your concern, Jason I am sure this is an unpleasant situation. I apologize for every inconvenience caused by not been able to access your OneDrive personal vault. I will do all I can to assist you with this issue or provide helpful recommendations. Since when have you been experiencing this issue?

Me: Today

Martins: Thank you, Jason. The reason why I asked is because this is a known issue from our end and our OneDrive engineering team is still investigating and trying to fix the problem. We have been getting messages from our customers about this and the issue is being investigated and worked on. Our sincere apologies for every inconvenience this has caused you. Please note that your files are safe, and nothing would happen to them.

Me: According to here - https://answers.microsoft.com/en-us/msoffice/forum/all/onedrive-personal-vault-cannot-unlock-error-code/bc57c6de-a762-46ab-86af-269211d38b36?page=1 - this has been happening since at least 13 August for many people. How long will it take to regain access to my files. I need my files urgently.

Martins: That is correct. It gets resolved and the bug comes up for come customers. It does not happen to everybody. And for those that were able to access the personal vault might not get the issue again.

Me: So, I could expect to have no access to my files for weeks. This is unacceptable. They are critical files. Please send the files to me by email.

Martins: It is being worked on and I understand the inconvenience it has caused. I would be concerned as well if I was in your shoes, Jason.

Me: You already said it's being worked on. I asked you to send the files to me by email.

Martins: It cannot be like that for weeks; yours might even come up earlier

Me: "might" is not good enough. Please send the files to me by email.

Martins: To be honest, we have no access to your files either. It is locked in the personal vault and accessible to your alone. Each customers keeps getting access to theirs each passing day. I really do apologize for this inconvenience. I wish there was something I could do immediately to unlock it, Jason. Please bear with us as it would be sorted in due time. Please I understand how frustrating it can be, and I would be as well given that there are very important files that could be saved in the personal vault. However, I can assure you that it would be accessible in due time, and I wish I could find a way to open it but our OneDrive engineering team are actively working on it and different customers are already having access to theirs. Please bear with us, Jason. I really feel bad as well about this. Also, please provide the email address linked to the OneDrive

Me: ******@redacted.com

Martins: Perfect! I just needed to be sure. That is all the information that is required. Thank you, Jason. My sincere apologies for the inconvenience caused, once again

Me: Are you a bot?

Martins: I am human, Jason

Me: So, why when I copy-paste the chat, it says 'Bot WC said' for all your messages?

Martins: Yes, it is the same thing from my end as well. That is how the support chat page is programmed. I hope you do understand that

Needless to say, as soon as I get access to my files, I will no longer ever be using Personal Vault!

Share my story.

After reading your post I decided to check my Vault again. First attempt to enter was accidentally rejected by me, just a miss click (I use MS Authenticator app) but the second try was successful and I got my files. It have resolved just 10 minutes ago.

I suffered with Personal Vault lock issue since the end of July.