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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?   


1 person has 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


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