Hi Amalia,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. In another thread, you mentioned that you removed the Touch ID settings on your Mac. Can you explain what happened? Are you saying that Touch ID no longer works at all on your Mac, or is it just not working for mSecure?

Also, are you now able to open and unlock mSecure on any device, or are you locked out of the app? What happens if you try to enter your password manually?

Hi Stan,

Thank you for contacting us. I'm not aware of any messages in mSecure that tell you your computer doesn't support Touch ID. Can you send a screenshot of the message you are seeing? If I can see what mSecure is telling you, that should help me get the issue resolved quickly.

Hi Michael,

Can you send me a screenshot of the message you are seeing? As I mentioned to Stan, I'm not aware of any messages in mSecure that tell you your computer doesn't support Touch ID. If I can see that message, it should help either me or our developer figure out what's going wrong.

Hi Enrico,

Thank you for contacting us. I first want to see what you are currently seeing on your Mac in the mSecure settings. Please follow the steps below:

1. Open and unlock the mSecure app
2. Click "mSecure" at the top-left corner of your screen
3. Click "Preferences"
4. Click the "Security" tab
5. Click the "Unlock with Touch ID" box

You should then be required to enter your password to be able to use this feature. Did this work for you? If not, please send me a screenshot of this screen in the settings to see exactly what you are seeing.

Hi Caroline,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. If you can see all of your data on your phone, let's reset mSecure on your Mac to see if this fixes the issue you are dealing with:

To reset mSecure on your Mac:

1. Open a Finder window, and click "Go > Go to Folder..." in the menu bar in the top left of your screen
2. Copy and paste the following text into the field: ~/Library/Group Containers/group.mseven.mSecure/Library/Application Support/
3. Press your Mac's "return" key
4. Move the "mSecure.mscb" file to the Trash

Now you have reset the Mac app, and you're ready to sign back in to your mSecure account:

1. Open mSecure if it is closed
2. Skip the welcome screens to go directly to the Sign Up / Sign In screen
3. Click "Sign In"

Enter your mSecure account's email address for the username, then enter the password for that account to sign in. After doing this, are you now able to use these features in the mSecure app?

Hi Caroline,

Thank you for your response. Let's now try to reset your Touch ID settings on your Mac to see if this resolves the issue. Please follow the steps below on your Mac:

1. Click the Apple menu () in the top-left corner of your screen.
2. Select "System Preferences" from the dropdown menu.

3. In the left sidebar, scroll down and select Touch ID & Password.

4. Under Use Touch ID For, toggle off the option for Unlocking your Mac and any other enabled options.

5. Click on each registered fingerprint and select Delete to remove them.

6. Please shut down your Mac by clicking the apple icon at the top-left corner of your screen and clicking "Shut Down"

7. Wait a couple of minutes and then reboot your Mac

8. Go back to your Touch ID settings and re-enable all of the toggles and add your fingerprint again.

9. Open the mSecure app and see if this fixes the issue.

Did this work for you? If not, we will trouble shoot further.