Hi "talk to a real person",

After resetting your mSecure account:

1. Reinstall mSecure 5 on all of your devices
   • If using a Mac computer and previously signed in to your account, please follow these steps as well:
     1. Open mSecure 5
     2. Click the Option button on your keyboard
     3. Click Help in the top menu bar
     4. Select the "Show Data file in Finder" option
     5. Close mSecure 5
     6. Remove the mSecure.mscb file (move it to the trash bin or click command+delete to remove it)
   • If previous using iCloud or Dropbox syncing:
     • Delete the data.mssb sync file
       • Dropbox (Dropbox/Apps/mSecure 5/accountID/data.mssb)
       • iCloud Drive (iCloud Drive/mSecure/accountID/data.mssb)
2. Sign in to your mSecure account using your new Account password and proceed with the on-boarding process to start using mSecure again.

Hi,

Try inputting your information manually without copy/pasting the information. Also, I don't understand what you mean when you say that your iPhone has username and password correct but not working on other devices. Does that mean you have access to mSecure 5 on your iPhone but not the other devices? Perhaps you are not using mSecure 5 on your iPhone? I'm not sure.

We have no real issues with our account reset process. However, it sounds like it is not what you should have been using. An account reset is only for when you have forgotten your account password, have no access to the app via Touch ID/Face ID, and(or) have lost access to your QR code. Otherwise, you can easily change the account password within mSecure 5 itself:

1. Open and unlock mSecure 5

2. Tap the menu icon

3. Tap Settings

4. Tap Change Password

You’ll have to open and unlock mSecure 5 on the other devices using your old account password, mSecure will then take you back to the lock screen, and you’ll then be able to unlock the app with your new account password. You'll have to follow this article if you have forgotten the old account password and are trying to use mSecure 5 on Mac or if you are simply having password issues on the Mac after changing the account password.

Hi Mark,

I'm really confused about things here. We have no limits on the number of devices you can use. I use about 20-50 devices (mostly for testing). I suggested that you manually enter your password simply to make sure there was no issue here when copy/pasting the information. It is not a requirement. Simply a way to try to eliminate possible issues. 

Unfortunately, or fortunately, what you describe as happening isn't something anyone else seems to be experiencing. I do not know the state of things for you here, but I think it might be good to do a sort of restart to see if we can figure out what is causing your issues here and fix it.

1. Go through an account reset: https://www.msecure.com/request_password_start
   1. Please note that an account reset will remove your information from our system and have you start over. However, it seems that it's best to do that in this case. We can always restore your information from a manually created backup file or one of the auto-backup files mSecure 5 creates.
   2. Make sure to manually input the new account password and password confirmation. Please double and triple check your inputs
2. Uninstall mSecure 5 on iOS devices and do this on all Macs:
   1. Open mSecure 5
   2. Click the Option button on your keyboard
   3. Click Help in the top menu bar
   4. Select the "Show Data file in Finder" option
   5. Close mSecure 5
   6. Remove the mSecure.mscb file (move it to the trash bin or click command+delete to remove it)
3. Sign in to your mSecure account on one single device
   1. If needed, restore from a backup file (let me know if you need help with this)
4. Once you are signed in in mSecure 5 on your first device. Close the app and unlock the app using only your account password a few times
5. Restart your device and try unlock the app again. You should be able to do this countless times without any issues. The password does not change at any point unless you change it elsewhere so the password you created in step one will work no matter how many times you close and re-open the app or restart your device
6. After some testing on the single device, install mSecure 5 again on all other devices and sign in to your mSecure account one device at a time

I don't understand. Did you follow all my steps? If you went through an account reset, and remove the database file, you'd have to sign in to your account using your account email address and password. mSecure 5 on that device would then create a new account key/qr code and you would only have to unlock the app using the account password afterwards. Once signed in, you are never asked for an account email again. You only need the account password to unlock the app. How are you getting the option to enter in your email address after already signing in? 

I should note that with the release of mSecure 5.5 and above on iOS and Mac, mSecure 5 will now save your encrypted account key on your iCloud Drive (if iCloud Drive is enabled). This makes it so that mSecure 5 will first look for your encrypted account key on your iCloud Drive to authenticate your account. If no information is found or the current encrypted key is not valid, it will then display options to authenticate your mSecure account using your QR code instead. Otherwise, you will be automatically authenticated using your encrypted account key on your iCloud Drive.

I would still like to know why you are having to sign in using an account email and password often though. There is no reason that should be happening. You only need to unlock the app with your account password after signing in with your account email address, password, and authenticating your account initially. It would also be good to know if you followed all of the steps I outlined for you.