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Cannot Authenticate account

I have set up my home computer, laptop and phone with msecure 5.   Trying to set up my main office computer.   I have tried every QR code I have and have resent it from one of my other computers.    It still says it's invalid.    Now what???

Hi Steve,

Thank you for contacting us and I'm sorry about the issue you are experiencing.  Can you let me know how you are trying to authenticate your account? What option are you using (Clipboard, file, or camera)? If using the File option, what kind of file are you trying to use to authenticate your account? mSecure 5 can authenticate you via the QR code png image or an mSecure.msecurekey encrypted account key file created on iOS or Mac. 


Perhaps this guide can help you authenticate your account here: https://support.msecure.com/en/support/solutions/articles/36000064260-set-up-msecure

hi there. I battling to sync. I am logged in on my iphone and iPad, and on this site too, but I cant see how I should sync. a basic question Im sure and obviously im missing something. 

Hi Giles,

Thank you for contacting us. You should have no problem syncing as long as your devices are signed in to the same mSecure account. I'm going to have you check the username in mSecure's Account Settings on each of your devices:


For the mobile app (iOS/Android):

  1. Tap the menu icon in the top left of mSecure's main view
  2. Tap Settings at the bottom of menu
  3. Tap Account Settings


For the Mac app:

  1. Open mSecure
  2. Click "mSecure > Preferences" in the menu bar in the top left of your screen
  3. Click the "Account" tab


For the Windows app

  1. Click the settings icon in the bottom of the left column
  2. Click Account Settings


Which email address do you see next to the Username field in each of your mSecure apps Giles?


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