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CAN'T LOG into account on new android phone

Same password I've had since 2013, still works on iPhone 6S, won't open newly downloaded app on Galaxy A51

Thank you for contacting us. It's possible you have downloaded mSecure 5 onto your A51 but are still running mSecure 4 on your iPhone. When you look at the icons for mSecure on both devices, are they both the same color? The mSecure 4 icon is a bright blue, and the mSecure 5 icon is a very dark blue. Which icon is on each device?

I just changed android phones and I backed up my mSecure5 on my old phone the night before and thought I had everything covered since I wrote down my password at home the last time I changed phones, however I can't seem to find it now. Is ther any way to reset my app login password? Also, I made a new login using different UN and PW, can I open my backup file with this login, or do I need the old password? Thanks.

Hi Hugh,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. In order for the information stored in mSecure to be as secure as possible, mSeven Software doesn't acquire our customer's password or the information stored in their mSecure account, so there is no way for us to retrieve either of those items. Also, in order to keep your information from being accessed without your permission, it is not possible to bypass or change an account's password when mSecure is not accepting the password the user is entering. The account itself can be reset in order to gain access to it again, but in that case, the data stored in the account is deleted. 


Also, regarding your last question, even though you created a new account, you still need to know the password that was used when a backup was created in order to restore the data contained in that file. The password is used to encrypt the data, and only that same exact password can used to decrypt it.


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