… but, when you had the issue first… and that was the reason to login via the web vault then - then logging in to the web vault probably didn’t cause the issue 
- as you wrote yourself before, I think:
@Ash_F There are two issues that you need to resolve urgently:
- Please attempt to log in to https://vault.bitwarden.eu/#/login (not just “bitwarden.eu”), and let us know the results.
- Please clarify whether, at any time in the past (since creating this Bitwarden account), any of your missing passwords were ever shared with any other Bitwarden users (i.e., you were using passwords that might have been created by others, or other users were able to use some of the passwords that you created).
If your answers to the above questions do not yield any clues, then, if I were you, I would try to appeal the decision by Customer Support. You do have some evidence that the problem was caused by a server-side issue:
- A large number (do you have an estimate of the quantity?) of your passwords disappeared from you vault all at once.
- Prior to the disappearance, you had never logged in to the Web Vault, which rules out the possibility that you accidentally deleted all of the missing passwords (because that is the only app that allows bulk deletion).
- The passwords are not in the Trash folder (you did verify this, right?), which lends further support to the fact that you did not delete the missing passwords (because deleted vault items are stored in the Trash folder for 30 days after deletion).
@dwbit, might you be able to advocate for this user with the Support team?