I have a new phone which has FACE ID and not touchID, which is how I accessed my mSecure older version, 4.something (not 5). When I changed phones I was asked for the log in password, which I have forgotten. I have the encrypted backup but when I downloaded the mSecure 5 application and tried to restore, it asks me to log in with old password (the one I don’t have). Please give me some guidance and good news as to how I can restore my data. Thank you
Thank you for contacting us and I'm sorry about the issue you are experiencing. Do you still have access to mSecure 4 on a device? Each mSecure backup file is encrypted with the login password (v4 or older) or mSecure account password (v5) in use at the time the backup was created. In order to restore from an mSecure backup file, you'll need to know the backup's password. If you still have access to mSecure 4 and can unlock the app, I can show you how to fix your forgotten password issues here.
Anytime you change or edit your Touch ID or Face ID settings, mSecure will ask you for your login or account passsword(v5). Restoring your iOS device would count as editing Touch ID. No, for security purposes, there is no way to bypass our encryption. I'm sorry I don't have better news here.
I think that my issue is similar to Eric's. I can get into v4 with Touch ID, but not with a password. I have installed v5 and cannot open the encrypted v4 backup. Can I reset my v4 password from inside the app so that I can proceed with the data transfer to v5?
Unfortunately, or fortunately, there is no way to reset your mSecure 4 login password. However, since you still have access to mSecure 4 on your device thanks to Touch ID, you can fix this issue by either syncing your mSecure 4 information to another device that has mSecure 3 or 4 or by simply setting up Dropbox syncing in mSecure 4, changing the default cloud sync password, reinstalling mSecure 4 on your device, and setting up Dropbox syncing again in mSecure 4 after you create a new login password. This all might sound complicated, but it should be relatively easy and quick.
Important Note: Please update to mSecure 4.5.4 before continuing
First, use this guide to learn how to set up Dropbox syncing in mSecure 4: https://support.msecure.com/en/support/solutions/articles/36000028452
After you set up Dropbox syncing in mSecure 4, make sure to change the cloud sync password. The cloud sync password is set up using your mSecure 4 login password. However, you can always change it to something else.
and follow these steps afterward:
Afterwards, make sure to turn Touch ID on again if you’d like to continue using that feature.Lastly, set up Dropbox syncing in mSecure again to sync back all of your information and don't forget to set up Touch ID again. After all this, you'll have mSecure 4 in a state where you actually know it's password and can move forward from here. mSecure 5 also include Touch ID/Face ID features. However, please make sure to always remember your account password.
Thanks that worked!! Much appreciated.