HI Ruben,

Thank you for contacting us and I'm sorry about the issue you're experiencing. mSecure 5 is a brand new app, and mSecure 5 is the first and only version of mSecure to use an account system. Please create an mSecure account to get started in mSecure 5.

I would recommend starting with mSecure 5 on a device that has the previous version so that mSecure 5 can walk you through a migration process: https://support.msecure.com/knowledge-base/migrating. Otherwise, mSecure 5 can restore from a .msim backup file created in the previous versions: https://support.msecure.com/knowledge-base/msecure-backups

Thank you very much for your time, and please let me know should you need further assistance.

Hi David,

First, it would be best to start your own discussion about issues you might be having. Although the title of this discussion matches with your issues, the actual contents don't. With that out of the way:

Thank you for contacting us and I'm sorry about the issue you're experiencing. I've tested the links and find no issues with the links in the email or in-app message. mSecure 5 is the first and only version of mSecure to use an account system. In order to purchase or use mSecure 5, you need to have an mSecure account. 

I think most of the confusion with mSecure account lies in the nature of information stored in the old version of mSecure. Many of our customers think they already have an account, but since we didn't have a cloud service in previous versions of the app, accounts did not exist. Your information was only stored locally on your device unless you used Dropbox or iCloud syncing, and you just unlocked the app with your password. No account was needed because your data was only stored on your device.

With the release of mSecure 5, we now have our own account system, so an account is now required to sign in to the mSecure 5. Each device signs in to the same mSecure account, and then your information is kept in sync on all your devices. After signing in to your account, using the new app is very similar in that you only need to enter your password to unlock the app to gain access to your information. However, in the background, you are always signed in to your mSecure account.

I do not know what email address you are trying to use to create an mSecure account, but there is no account for the email address you are using on this website. However, you might have created an mSecure account in mSecure 5 in the past year or perhaps during our pre-order offer last year for a different email address.

Hi Osman,

Thank you for your feedback. Can you let me know exactly what was hard or complicated about mSecure 5? 

1. mSecure 5 is a separate app
2. mSecure 5 requires an account
3. mSecure 5 should be installed on a device that has the older versions first
4. However, mSecure 5 can restore from a .msim backup file created in the previous versions
5. Our account system has an extra authentication process for better/stronger security

I believe those 5 things are the most difficult things to get across about our new app. However, if the app is installed on a device that has the previous versions, our app will walk you through a simple migration process. Otherwise, mSecure 5 can always restore your information from a .msim backup file created in the previous versions.

Hi Neil,

Please create your own topic or email us at [email protected]. This is an extremely old topic that doesn't not seem to be relevant to you. I'm locking or closing this topic.