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Unable to login to mSecure 5

I'm currently using mSecure version 4.  I downloaded mSecure 5 and I tried to log on but it won't accept my v4 credentials.  So I tried to sign up and create a new account on v5 but I receive an error message stating that a user with my email already exists.   How do I resolve this issue?   


4 people have this question

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 system. You can learn more about this here: https://m7software.freshdesk.com/support/solutions/articles/36000064484-msecure-accounts-explained


That said, you created an account for the email address you are using on this website on Feb. 11th, 2017 and paid for our pre-order. If you have forgotten your account's password, you can learn how to reset your account and create a new account password here: https://m7software.freshdesk.com/support/solutions/articles/36000064228

I'm able to log in to my mSecure app, but I can't log in to mSecure 5 on my browser using the same password.

I"m not even able to log  into my account at all,  I have used this app/ service for years, and I have my password, I have logged into my PC......... nothing. I even paid for the upgrade, tried to contact customer service. NOTHING, I am super not happy!!!!!!

Hi,

mSecure 5 is not available on a browser so I'm not sure where you are trying to login exactly,


@Nikki

mSecure 5 is the first and only version of mSecure to use an account system. mSecure 5 has only been available for 1 year. If you have forgotten your account's password, you can learn how to reset your account here: https://m7software.freshdesk.com/support/solutions/articles/36000064228

I've updated my password on my tablet but now cannot login to my other devices because it says "Password changed on another device...Please try again"

I can't log into msecure 5 on my Mac with the same password as on the IOS app...I purchased the Mscure pro on IOS today 


Hi Sarah,

Thank you for contacting us and I'm sorry about the issue you are experiencing.  Are you trying to use mSecure 5 on each device or a different version?


This image can show you what version(s) you might be using:


I also noticed that you created an account for the email address you are using on our forum at Oct 22nd 2018 and purchased a license at that time. However, you have not signed in to that account in mSecure 5 on any device. You can download mSecure 5 here:


iOS: https://itunes.apple.com/us/app/msecure-password-manager-and-secure-wallet/id1063795594
Android: https://play.google.com/store/apps/details?id=com.mseven.barolo
Mac: https://itunes.apple.com/us/app/msecure-password-manager-and-secure-wallet/id1157750250
Windows: https://www.microsoft.com/en-us/store/p/msecure-5/9nblggh62pc8


Once you've downloaded mSecure 5, simply sign in to the mSecure account you created on Oct. 22nd, 2018 (@healthplanalliance.org). If you've been using mSecure 3 or 4, I'd recommend starting by downloading mSecure 5 on a device that has our previous version so that mSecure 5 can walk you through a migration process. 


Otherwise, you can always restore from a .msim backup file created in the previous versions: https://support.msecure.com/support/solutions/36000114421

I have secure5 on iPhone and MacBook Pro. They both are working fine. I can log in to secure web portal fine. I want to add msecure5 to surface pro.  In msecure5 app on surface pro, when I try to login, I get incorrect email and password. I tried few times and sure to give the correct email and password. Is there any thing that I am missing?

Hi Sharath,

Thank you for contacting us and I'm sorry about the issue you are experiencing. What do you mean when you say that you can log in to the secure web portal? mSecure is not a web based app and we have no mSecure web portal. Are you referring to this support website (https://support.msecure.com)? If so, this support website is specifically made for support and has no direct connection to our mSecure app.


What mSecure account are you signed in to on iOS and Mac? Are you trying to sign in or log in to the exact same account in mSecure 5 for Windows? Can you unlock mSecure 5 on iOS and Mac using only your account password? 


You can find what account you are using in mSecure 5's Account Settings ( mSecure 5 > Settings > Account Settings)



I'm running mSecure 5 on a MacPro, a MacBook Pro an iPhone and and iPad.  All have been running and syncing fine since August 2017 when I set up an mSecure Cloud account.


Yesterday tried to authorize the mSecure 5 app on my wife's new iPhone using the account password (that I stored in mSecure), but it said that the email/password was not valid.


Is there any way to check online to see if the password still works?  If not, what are my options?  Do I have to wipe out all my data in order to reset the password?  Can I restore from a backup?  Why can't I just use the QR code to authorize my wife's iPhone app?

Hi Owen,

Thank you for contacting us and I'm sorry about the issue you are experiencing. The account key or QR code is to authenticate an account after you've signed in using the correct email address and password for an account. The account key or QR code cannot and will not work to sign in to your mSecure account on any device. Do you still have access to mSecure 5 on your Mac and iOS devices? Can you unlock mSecure 5 on those devices using only your account password? If so, you should be able to sign in to any device using mSecure 5 on that device and your exact account credentials (mSecure account email, account password, and account key/QR code).



I got it to work today with the regular login password and the account email.  Just wanted to be sure there wasn't a different password I was supposed to be using.


Thanks.


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