🔍 What Is This Issue?
If you delete an OTTO Project, your Brand Vault may stop appearing in the platform — even though it still exists. You may see an error such as 'No Brand Vault found for hostname', or find that creating a new Brand Vault for the same domain fails. This happens because the Brand Vault was linked to the deleted OTTO Project and was not automatically released when that project was removed.
⚙️ Why This Happens
Brand Vaults are associated with OTTO Projects. When an OTTO Project is deleted, the Brand Vault previously linked to it can become inaccessible — it is not deleted itself, but it is no longer visible or usable through the platform UI. This was a known platform behaviour addressed in engineering fix CG-1901, which ensures that Brand Vaults are delinked from soft-deleted OTTO Projects rather than hidden alongside them. Existing affected vaults required a manual backend correction to restore access.
✅ How to Confirm You Are Affected
- You deleted an OTTO Project for a domain, and afterwards the Brand Vault for that domain no longer appears.
- The platform shows 'No Brand Vault found for hostname' when you try to access Brand Vault features for that domain.
- Attempting to create a new Brand Vault for the same domain does not succeed or produces an unexpected result.
🚀 Steps to Resolve This
- Confirm the affected domain name (hostname) — this is the domain for which the OTTO Project was deleted and the Brand Vault is now missing.
- Check whether your account was created or last affected before the CG-1901 fix was deployed. If the Brand Vault is still missing today, your vault needs a one-time manual backend delink to restore visibility.
- Before contacting support, gather the following so your ticket can be actioned immediately: your account email address, the exact hostname or domain name affected, and a note confirming that the OTTO Project for that domain was deleted prior to the Brand Vault going missing.
- Open the live chat widget and contact our support team. Provide the hostname, your account email, and let the agent know your Brand Vault is missing after an OTTO Project was deleted. The agent will locate your account record and perform a manual backend delink of the Brand Vault from the deleted OTTO Project.
- The support team will manually delink the Brand Vault from the deleted OTTO Project on the backend. This restores full access to your existing Brand Vault — no data is lost and you do not need to recreate anything. The team can action this quickly once the domain is confirmed.
- After the fix is applied, return to the platform and navigate to the Brand Vault section for that domain. Verify that the vault is visible and that Brand Vault operations (such as editing or applying vault settings) complete without error. If any operations still fail, reply in the same chat thread so the team can confirm the backend change completed successfully.
💡 What Happens After the Fix Is Applied
Once the Brand Vault is delinked from the deleted OTTO Project on the backend, it will reappear in the platform and all Brand Vault operations will resume normally. No data is lost during this process. If you need further help, open the live chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.