Thank you for contacting us. I just checked in our system, but I was not able to find a request for support via email. We do most of our support via email, so you should have no problems using that method of support. Are you sending them from a different address by chance?
Regarding the issue you are experiencing, when you sign in to your account in a fresh install of mSecure, which is what is happening here after the device was reset, for the sake of security, you have to be authenticated as the owner of your account. This is done, of course, so that no one can steal your credentials and then sign in to your account. It also enables us to create incredibly strong encryption for any mSecure data stored in a cloud service.
When you first set up your mSecure account, the app sends out an "Authentication Email," and the email has your encrypted account key displayed as a QR code. Do you have have access to that email by chance? I tried to look on our server for your account, but I wasn't able to find it using your "firstname.lastname@example.org" email address. Is it possible you used a different email for your account?
Also, it could be that you were running the older mSecure 4 app on your device. If that is the case, then it's likely you don't have an mSecure 5 account. In that case, you would need to download the older app from your list of purchased apps in whichever app store you use.
Do you know which version of mSecure you were running before your phone was reset? Do you remember if the app icon had a bright blue background behind the key or was it dark blue?