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A person reads every message and replies within 1 business day.
B-2210 · Backup · Android
Backup paused
Your items are on this phone and are not affected.
What it means
York Vault could not reach Google Drive or York Cloud, so new items are only on this phone for now. Items that were backed up before stay in the backup.
What to do
- Connect the phone to Wi-Fi or mobile data.
- Open York Vault. The backup tries again on its own.
- Check the backup row in Settings. When it shows the same count on both sides, for example 1,204 of 1,204 items, the backup is complete.
- If the message says York Cloud did not answer, check the status page.
- If the backup stays paused for a day on Wi-Fi, contact support with code B-2210.
B-2302 · Backup · iPhone and iPad, Android
Backup account is off
Your items are on this device. The backup that is already in your iCloud or Google Drive is not affected.
What it means
On iPhone and iPad, this device is signed out of iCloud, or iCloud is off for York Vault. On Android, the Google account was removed from the phone, or York Vault lost access to its Google Drive folder. New items cannot back up until the account is back.
What to do
- On iPhone or iPad, tap Open iCloud settings in the message and sign in with the Apple Account that holds your backup.
- On Android, tap Choose Google account in the message and pick the account that holds your backup. Allow York Vault to use its Google Drive folder.
- Open York Vault again. The backup continues with the items that are only on this device.
- If the message comes back, contact support with code B-2302.
B-2310 · Backup · iPhone and iPad
Backup did not finish
Your items are on this device and are not affected.
What it means
A backup run stopped before every item was confirmed in the backup. York Vault counts an item as backed up only when the backup reports the same checksum as the copy on the device.
What to do
- Keep the device on Wi-Fi and open York Vault. The backup tries again.
- Check the backup row in Settings. It shows how many items are backed up, for example 1,198 of 1,204 items.
- If the count does not go up after a day on Wi-Fi, contact support with code B-2310.
B-4091 · Backup · iPhone and iPad
York Cloud has a different library key
Your items on this device are not affected. York Vault keeps the library on this device as it is.
What it means
Each library has a public key that York Cloud keeps when the library first uses it. York Cloud sent back a key that does not match the one on this device. To protect your items, this device stopped reading from and writing to York Cloud for this library.
What to do
- Keep using York Vault on this device. Your items open as before.
- Do not delete York Vault or reset the device.
- Contact support with code B-4091. A person replies within 1 business day.
The same problem shows as S-4091 on another platform.
B-4092 · Backup · iPhone and iPad
York Cloud listed fewer items
Nothing was removed from this device or from York Cloud.
What it means
After a sync, York Cloud listed fewer items than this device had sent. York Vault does not trust a short list, so it changed nothing and tries the sync again.
What to do
- Keep the device online and open York Vault. The sync tries again.
- If the message comes back after a day, check the status page.
- If York Cloud shows no problem, contact support with code B-4092.
I-3107 · Adding items · iPhone and iPad, Android
Item was not saved
The original is where it was, for example in Photos. Your other items are not affected.
What it means
York Vault could not save a copy of this item and check it. It did not remove the original.
What to do
- Tap Try again.
- If it fails again, check the free space on the device. A large video needs room for the copy.
- If it still fails, contact support with code I-3107 and the type of item, for example a 4K video. Do not send the item itself.
L-5001 · Lock and web sessions · iPhone and iPad
Web code was not used
Nothing was sent to the browser.
What it means
York Vault on your phone refused the QR code from the web app. The message names the reason: the code is older than 2 minutes, it was used once already, the page was not opened on app.yorkvault.com, or your library locked before you confirmed.
What to do
- On the computer, reload app.yorkvault.com to get a new QR code.
- Check that the address bar shows app.yorkvault.com.
- Scan the code within 2 minutes, and check that the 6-digit match code is the same on the phone and in the browser before you tap Allow.
- Only scan a code on a screen you opened yourself. If someone else shows you a code to scan, do not scan it.
- If a new code also fails, contact support with code L-5001.
P-1001 · Purchases · iPhone and iPad
Purchase did not go through
You were not charged. Every item in your library stays open on every plan.
What it means
The App Store did not complete the purchase. This can happen when the payment method needs an update, the purchase needs approval, or the connection dropped.
What to do
- Check your payment method in your Apple Account settings.
- Try the purchase again.
- If you bought the plan before, tap Restore purchases on the plans screen.
- If you see a charge but no plan, contact support with code P-1001.
R-2104 · Restore · iPhone and iPad, Android
Items from another device
Your items are on this device. They are encrypted, and your recovery key opens them.
What it means
The library came to this device in a device backup, from Finder, iTunes or a phone backup. The key that opens it on a device stays in the old device's chip and never moves. So this device needs your 12-word recovery key once.
What to do
- Tap Use recovery key.
- Enter your 12 words. Your library opens, and you set a code for this device.
- If you do not have the recovery key and the old device still works, open York Vault there and move the library with phone-to-phone transfer.
R-2207 · Restore · iPhone and iPad, Android
Restore missed some items
Your backup still has the items that did not download.
What it means
The restore finished, but some items did not download or did not pass the check. York Vault counts an item as restored only after it downloads and every part of it opens.
What to do
- Connect to Wi-Fi and tap Try again on the restore screen.
- Keep York Vault open until the count is complete.
- If the same items fail again, contact support with code R-2207 and the count from the screen.
S-1006 · Storage and sharing · iPhone and iPad, Android
Device is almost full
Your items are not affected.
What it means
The device does not have enough free space for York Vault to add, restore or update items. York Vault stops before it runs out, so no item is left half written.
What to do
- Tap See storage to see how much space York Vault needs.
- Free space on the device, for example in other apps or in the system storage settings.
- Do not delete York Vault to free space. Items that are only on this device go with it.
- Open York Vault again. The task it stopped continues.
S-4020 · Storage and sharing · iPhone and iPad, Android, Mac
Check library found items to fix
Nothing was deleted. A damaged copy stays until a good copy replaces it.
What it means
Check library read every item on this device and found items that are missing or do not match their checksum. With a backup, York Vault can take a good copy from it.
What to do
- Tap Fix. York Vault takes each item again from your backup, checks it, and only then puts it in place.
- Run Check library again. It shows Passed when every item is good.
- If items still need a fix, or you have no backup, contact support with code S-4020 and the count.
S-4021 · Storage and sharing · iPhone and iPad, Android
Item list is damaged
Your items are still on this device.
What it means
York Vault keeps a list of your items and albums next to the items. This list did not open. The items themselves are separate files, and York Vault can build the list again from them.
What to do
- Tap Rebuild the list. York Vault reads each item and builds a new list.
- Do not delete York Vault while it rebuilds.
- If the rebuild fails, contact support with code S-4021.
S-4091 · Storage and sharing · Android
York Cloud has a different library key
Your items on this phone are not affected. York Vault keeps the library on this phone as it is.
What it means
Each library has a public key that York Cloud keeps when the library first uses it. York Cloud sent back a key that does not match the one on this phone. To protect your items, this phone stopped reading from and writing to York Cloud for this library. Share links from York Cloud also stop.
What to do
- Keep using York Vault on this phone. Your items open as before.
- Do not delete York Vault or reset the phone.
- Contact support with code S-4091. A person replies within 1 business day.
The same problem shows as B-4091 on another platform.
S-5031 · Storage and sharing · Web app
Web app cannot reach York Cloud
Your items are not affected. The web app only reads them.
What it means
The browser lost its connection to York Cloud while it loaded your library. Items that did not load show as empty tiles.
What to do
- Check the computer's internet connection.
- Click Try again.
- Check the status page for York Cloud and the web app.
- If you close or reload the tab, the session ends. Scan a new QR code with your phone to open the library again.
- If it keeps failing, contact support with code S-5031.
S-5101 · Storage and sharing · iPhone and iPad
Link was not made
Nothing was shared. Your items are not affected.
What it means
York Vault could not upload the encrypted copy for the share link, so it made no link.
What to do
- Check the connection and try again.
- Check the status page for share links.
- If it keeps failing, contact support with code S-5101.
S-5102 · Storage and sharing · iPhone and iPad
Link still works
Your items in York Vault are not affected.
What it means
You chose to end a share link, but York Vault could not reach the server. Until it does, a person with the link can still open it.
What to do
- Connect to the internet and open York Vault. It ends the link as soon as it reaches the server.
- Check the list of share links. The link no longer shows as live when it has ended.
- If the link still shows as live after you are online, contact support with code S-5102.
S-5103 · Storage and sharing · iPhone and iPad
File not shared without its details
The file stayed in your library. Your other items are not affected.
What it means
Before it shares a file, York Vault removes its location and other details. If it cannot remove them from a file, it leaves that file out, so nothing about it goes out by mistake.
What to do
- Share the other items. They went out without their location and details.
- Contact support with code S-5103 and the file type, for example a HEIC photo or a PDF. Do not send the file itself.
S-5201 · Storage and sharing · iPhone and iPad
Shared album change was not shown
Your own items and the rest of the album are not affected.
What it means
Every change to a shared album carries the signature of a member. York Vault checks each one, and a change that fails the check, for example from a person who is no longer a member, does not show.
What to do
- Ask the album's admin to check the list of members.
- Close the album and open it again.
- If the message comes back, contact support with code S-5201.
Answers you may need now
- Error codes and what to do
- Forgot your code
- How the recovery key works
- Move to a new iPhone
- Move between iPhone and Android
- How backup works
- Cancel a subscription
- All help articles
Privacy requests: privacy@yorkvault.com. Security reports: security@yorkvault.com. Press: press kit.
Tips and feature ideas from other people: the community. Service problems: status.