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I can't access The Vault.

Cherish Yotoko 0 Reputation points
2026-03-19T01:32:54.4433333+00:00

I'm stock as to where I need to verify my identity to open the vault. But when I select my email as one of the options, I got an error message "That doesn't match the alternate email associated with your account. The correct email starts with "". But the problem is that the only email option I can choose that onedrive provide is my primary email that I used on my account. No option to add the alternative email. I no longer have the phone number so I need the email for verification.

Microsoft 365 and Office | OneDrive | Other | iOS
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  1. AI answer

    2026-03-19T01:33:10.69+00:00

    To unlock OneDrive Personal Vault when the current verification options do not work, the identity verification methods for the Microsoft account must first be fixed at the account level.

    Based on the behavior described, the account has an alternate email configured as security info, but that email is no longer selectable during verification. Because the phone number is also no longer available, the only supported path is to update or recover the account’s security info, then return to Personal Vault.

    Use these steps:

    1. Go to the Microsoft account sign-in page and start signing in with the primary email.
    2. When prompted to verify identity and the listed options (phone/email) are not usable, select I don't have any of these (or I don't have any these depending on the page wording).
    3. Follow the prompts to add a new verification method (a phone number or an email address that can currently be accessed). A verification code will be sent to that new method; enter it to complete setup.
    4. After the new security info is added and verified, sign out and sign back in to the Microsoft account.
    5. Open OneDrive, select the Personal Vault folder, and when asked to verify identity, choose one of the newly added verification methods (text, call, or email) to unlock the vault.

    If the verification code is not received when adding new security info, ensure the correct phone number or email is entered and try again later as indicated in the documentation.

    Once working security info is in place, Personal Vault can be unlocked using text, email, or the Microsoft Authenticator app.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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