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Forum Discussion

Walk Humongous's avatar
Walk Humongous
Explorer | Level 4
4 years ago

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!!!

  • ramolina's avatar
    ramolina
    New member | Level 2
    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.'s avatar
    Eddie B.
    Explorer | Level 4

    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's avatar
    mistah_mattg
    New member | Level 2

    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...

    • stephenko's avatar
      stephenko
      Explorer | Level 4

      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. 

      • rachnatrehan's avatar
        rachnatrehan
        New member | Level 2

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

    • bbdp's avatar
      bbdp
      New member | Level 2

      I'm having the exact same problem. 

    • mistah_mattg's avatar
      mistah_mattg
      New member | Level 2

      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...

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        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.
  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    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's avatar
      bbdp
      New member | Level 2

      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. 

      • tp503's avatar
        tp503
        Explorer | Level 4

        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?

    • jklalusis's avatar
      jklalusis
      New member | Level 2

      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's avatar
        bbdp
        New member | Level 2

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

    • rachnatrehan's avatar
      rachnatrehan
      New member | Level 2

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

  • rachnatrehan's avatar
    rachnatrehan
    New member | Level 2

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

  • rachnatrehan's avatar
    rachnatrehan
    New member | Level 2

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

  • movithst1072's avatar
    movithst1072
    New member | Level 2

    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 

  • CommunityUser's avatar
    CommunityUser
    New member | Level 2

    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.

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