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cant transfer my account

I am a long time user of msecure.  Purchased the original and then when I had to purchase an upgrade I did.  I just switched to a new phone and don't have my account password.  i can open up my msecure vault on my old phone, but can't install on my new phone.  This account I had to create is blank.  How can I get my data on my new phone?: 

I have an iphone x and a windows 10 computer


1 person has this problem

Hi Tessellen,

Thank you for contacting us and I'm sorry about the issue you are experiencing. What version of mSecure were you previously using? Also, do you have a backup of this version of mSecure? 


Eden,

I have the same problem. I've paid for desktop and phone msecure (a different license for each of them.)


I purchased an iPhone 8 and the only mSecure app I can load requires an account. I have never set up an account, and I'm not interested in the cloud version of mSecure (I don't want to pay for the app a third time either.)


How can I get mSecure on my new phone so I can sync it with my desktop version?


I have version 4.5.2.


I am open to updating, can I avoid paying a licensing fee again?


Thank you.

Hi guys,

Thank you for contacting us and I'm sorry about the issue you are experiencing.  You can learn how to download the previous versions here: https://m7software.freshdesk.com/support/solutions/articles/36000064249-how-to-download-previous-versions


mSecure 5 is the first and only version of mSecure to use an account system. If mSecure 5 is used the very first time on a device that has the previous version, mSecure 5 will walk you through a simple migration process. Since the app is new, and the older versions have no account system, it does not have your previous information.


To learn how to transfer your information to mSecure 5, please use this guide: https://m7software.freshdesk.com/support/solutions/articles/36000064653-transfer-information-from-msecure-4-to-msecure-5

My phone crashed and I had to re-download the app which apparently gave me a new version. Now it says my account does not exist and I cannot see to find it. I have not forgotten my passords as I have had the same one for 10 years and I used this app nearly everyday. I am soooooo frustrated that I cannot get  phone number to speak with somebody and I am having to resort to going to a forum where we all just help each other. What ever happened to customer service ?? I trusted this app for nearly 10 years with my personal information that I need desperately and now I cannot access it ! Please help. 

Hi Deana,

Thank you for contacting us and I'm sorry about the issue you are experiencing.  mSecure 5 is the first and only version of mSecure to use an account. If you've been using the previous versions, you do not have an account with us.


Since the older version(s) of mSecure isn't a cloud-based app, there is no way to "sign in" to an account where your information is stored online. Because of this, each older version of the mSecure's login password is device specific and your information is not automatically restored when an older version of mSecure is installed or reinstalled on a mobile device.

Are you running an older version of mSecure on any other devices, and is your data fully intact on at least one of them? If not, have you made any mSecure backups through either the Email Backup feature found in the preferences or through using our free backup software called mBackup? Perhaps you set up iCloud or Dropbox syncing in the older versions of mSecure in the past?

We have an automated reminder in the older iOS app for making backups, so it is possible that you made an email backup some time in the past. Please search in your email accounts to see if you can find an email with "mSecure", "mism" or "mscx" in them. If you find an email backup you can use this guide to restore from an email backup file: https://support.msecure.com/en/support/solutions/articles/36000022240 or in mSecure 5: https://support.msecure.com/support/solutions/articles/36000064291


You can learn how to download our previous versions here as well: https://support.msecure.com/en/support/solutions/articles/36000064249-how-to-download-previous-versions


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