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HELP! Vault won't give me access!!!

Hello,

I just set up Vault yesterday. I put in my most sensitive documents. I accessed them today and then "poof" I'm not allowed to access them. I can put in my correct password and it lets me in to the next stage but doesn't show my folders in Vault and says "you don't have permission to edit this folder. Contact a folder admin to get access" I noticed this first when trying to upload something to Vault on my phone, the phone couldn't access it anymore, then on my desktop. I can lock Vault and then unlock it fine.

It appears there is no longer phone support from Dropbox and the nobody was available on chat so they asked me to send an email, which I did. I need this fixed asap and need some support from Dropbox. Very frustrating.

I'm worried all my most important files are gone!!!

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tp503

I enabled the Vault this morning. Successfully created a PIN, and was able to move important files to and from it on desktop and browser. It became locked a few times with inactivity, and was able to unlock it with the PIN. I came back to it a few hours later to retrieve a file, this time on the mobile application. Entered my PIN and it said I don't have permission. I then went to the desktop application, entered my PIN, and it too said "you don't have permission to edit this folder. Contact a folder admin to get access." Then I went to the browser, entered my PIN, and it became stuck in a loop that constantly tries to reload the page. I just moved my most valuable and important files to this and now cannot access them. What is going on?

ramolina

As of 30min ago I cant access my Vault on the Android app.. I can on the web browser.
My vault comes up empty on the app

The vault

Eddie B.

I have set up a vault under my login through Safari and dropbox.com. When logged in under the same account on my iPhone I cannot open the same vault. I get the error message "You're not currently a member of this folder. For access, ask you Admin." As I am the Admin and I am logged in as the Admin, why can't I open my vault?

mistah_mattg

I'm currently having an issue where the Vault folder doesn't seem to open and work at all.

Tried 3 different browser and also on my laptop. When I open the Vault via the webpage the page is stuck on a refresh loop and doesn't even prompt the passcode screen. It just sits there like its refreshing the page constantly and repeating it on loop.

On the desktop app I get a notice that says that I don't have permission to edit the folder and to contact the folder admin to get access. I am the admin and I'm on the admin account.

I have no idea what is going on and wondering if anyone has experience this before...

Lusil

Hi there @tp503, thanks for reaching out to us about this.

I just wanted to check back with you and ask if you're still having trouble with this?

If you are, could you send me a screenshot of any error messages that are still popping up?

Also, if you haven't already, could you try out a different browser in case that does the trick?

Looking forward to hearing back from you!

stephenko

I'm experiencing exact same issue: endless looping on browser, no admin permission on app.

Dropbox, would really appreciate it if you could fix this soon as it's a critical issue for us.

Lusil

Hello @Walk Humongous, let's see what we can do here.

Are you also having trouble accessing your Vault from the website by any chance?

Also, your Support options depend on the sort of account that you have, and you can find yours by going to this page.

If you've already submitted a ticket, could you let me know the ID (eg. #1234567) so that I can look into this for you?

Give me a shout whenever you've had the chance to check this out. Cheers!

bbdp

I'm currently having the same problem. I can't access my Vault folder on both my PC and my smartphone. I can't access it from the website either.

rachnatrehan

I am facing the same issue. The Vault folder shows no access. Please fix ASAP.

bbdp

I'm having the exact same problem.

jklalusis

I'm having the same issue. I'm trying to access my vault files and it does not load in all my devices even in the website. When I tried opening the vault. In the app, it is said "Restricted access. You're not currently a member of this folder. For access, ask your admin." I cannot find a reason for this to happen. I am updated with payment as well and the next billing cycles is still due next week.

bbdp

I'm having the exact same problem. I'm so worried right now.

rachnatrehan

I am currently having the same problem. Please help fix this ASAP.

rachnatrehan

Vault shows no access. It takes me as far as entering the pin, but then gets stuck in a loop. Please help!

Walk Humongous

Mine seems to have corrected itself after a few hours. After having the issue I checked with a friend who uses Vault too and he had the same problem so it wasn’t just me and I see others here had the issue. Is everyone cleared up? Can someone from Dropbox confirm it was/is a known issue? I’m a bit frightened to use Vault at all now after having this happen within 48hrs of me trying the functionality. I thought I lost my most important docs, but thankfully it was only temporary. I have now moved them out of Vault until we figure this out and we get an explanation. In the time I was locked out I was delayed with work by not having access to certain business documents what were stuck in there.

rachnatrehan

Mine is still not working... All important documents are in the folder. @Dropbox Can you help????

rachnatrehan

I can't access my Vault folder either. Freaking out at the moment. Can someone please help!!!

kirillz

Same here. Been in a loop.

Support team replies with the generic “send us a screenshot” answer.

bbdp

Are you all still having the problem?

jklalusis

Yes. The problem still have not been resolved. The chat feature of dropbox support is not very helpful. They just said they'll forward the concern to the team and ended the chat. I also emailed them, no useful reply.

tp503

My problem has since resolved itself.

movithst1072

im getting the same issues, fine on my laptop but on my pixel it says I don't have access, message the admin for access

also the files I have put into my vault show up fine on my laptop but the same files do not show up on my phone

mistah_mattg

Glad to see its not just me. I've sent an email to the support address, and also sent them a message on their twitter support handle (https://twitter.com/DropboxSupport).

I suggest folks also message them so they understand that this isn't just an isolated issue.

As far as solution, it just looks like you have to wait for it to somehow get unstuck in the fresh loop before you can access any files within the vault...

Lusil

Hey everyone, thanks for keeping us in the loop and glad to hear that this seems to be resolved!

If anyone is still having issues with this, please don't hesitate to get back to us and let us know.

In the meantime, I hope you all have a great rest of your week!

Jay

Hi everyone, I've merged your posts into this thread.

If you're still experiencing this issue, please could you contact the support team directly for them to investigate this in more detail.

Walk Humongous

Vault has been a little bit buggy for me still.

Question, is it normal for it to consider Vault a "shared" folder, if I'm not sharing it with anyone? If I move a file out of Vault and it said says

"Move "2021-03-10 16.37.00.pdf" out of the shared folder "Vault?

Moving this file to Dropbox will remove it for members of Vault."

This makes me nervous the idea that the Vault is shared when I didn't do that. There's no quick way on desktop to check if it's shared but I went online and inside Vault it does say "only you have access" which is both comforting and confusing when considering the message above.

CommunityUser

I was unable to access my Vault after I created it and added files to it on Oct. 21, 2021. I asked for help from Dropbox support. Their answer sent me off on a tangent to see if it was my security software blocking it.

Then later on, I received an email from support saying my issue was solved, which it wasn’t. I was not able to find anything wrong with my Norton security settings. It was not the reason for the malfunction as far as I can tell.

Today, Nov. 8, 2021, I read instructions for how to delete your Vault. I was so exasperated that Vault was inaccessible with my most important files in it that I was willing to look up how to Delete the Vault. As it turned out, this is how I was finally able to access the Vault.

Here’s what I did that worked for me. Go to the Dropbox website. Be logged in. At the upper right, you’ll see the icon containing your initials. Pull down from it & click Settings. In settings, I had 2 options, Delete Vault or Open. When I clicked Open, I got the popup prompt to enter the Vault PIN & was able to access my Vault.

Now I don’t trust the Vault & will not be using it to store any important files there exclusively. It was not accessible by scrolling down from All Files at the left which are the only instructions I was able to find on accessing it. Every time I went back to try to access it from there, the Vault folder was light colored and labeled No Access. If I scrolled down from the menu at the center of my screen, I had the same result. The only way I was able to access it and get my files back out of there was to choose Open from Settings as I’ve described.

Bckz3828

I can access my vault on the computer or web browser but does not work through my iPhone app

Rich

@Bckz3828 wrote:
I can access my vault on the computer or web browser but does not work through my iPhone app

You'll need to be more specific. Is the Vault folder shown in your folder list? If so, what happens when you try to access it? Are you getting an error message? Without details about what you're experiencing, we won't know how best to help you.

ss31

I AM HAVING THE SAME PROBLEM. JUST CREATED IT AND NOW CAN'T ACCESS IT. SAYS I'M NOT THE ADMINISTRATOR