Hi Lidia,

Thank you for contacting us and I'm sorry about the issue you are experiencing. If you have forgotten your account's password or lost access to your QR code, you can learn how to reset your account and and start over in mSecure 5 here: https://support.msecure.com/support/solutions/articles/36000064228

Note that mSecure 5 is a completely separate version of mSecure. Only mSecure 5 uses an account system. If you have not used mSecure 5 in the past, you would not have an account in our system. Lastly, nothing you do in mSecure 5 or with an mSecure account will affect the previous versions of mSecure. An account reset will not affect your mSecure 3 or 4 information in any way.