Thank you for contacting us and I'm sorry about the issue you are experiencing. If you have forgotten your account's password, you can learn how to reset your account and create a new account password here: https://support.msecure.com/support/solutions/articles/36000064228
What happens when you try to enable Touch ID in mSecure's Settings? As long as your device supports Touch ID, you should see a toggle in the Settings to enabled the feature.
I have a MacBook Pro with Touch Bar and I cannot enable touch on my mSecure preferences. It does work on my iPad OS.
I get a message that "This device does not have touch capability." This is a fairly new computer and I transferred my applications over from my old one. Do I need to re-download the mSecure app? My version is 5.7.2 and I don't see any updates available.
When you try to turn on Touch ID in mSecure, is the lid to your laptop open or closed? If the lid is open, you should have no problem turning on Touch ID. If the lid is closed, I believe the OS tells mSecure that Touch ID is not available, and if that’s the case, we‘ll need to look into giving the user a better message to help them know what’s happening.
Let me know if the lid is closed or open, and we‘ll continue troubleshooting if needed.
What happens when you open mSecure and you click on the red fingerprint icon at the bottom of the lock screen? Do you see the TouchID dialog get displayed telling you to use your fingerprint on the sensor in the top right of your keyboard?