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Fingerprint not working

I have mSecure version 5.7.1 & the fingerprint access has stopped working. It still works for other apps. What I thought was my password doesn't work. Is there a way to get the fingerprint to work otherwise from all I have read I will lose my mSecure data. I have the QR code from when my password was last reset. My phone is a Samsung Galaxy 9. I have a backup in Dropbox

Hi Jennifer,

Thank you for contacting us, and I'm really sorry for the problem you are experiencing here. The only way the biometric unlock feature should be disabled is if the user turns it off in mSecure's Settings, changes the biometric data in the OS's Settings, or upgrades to a new device. Since I don't believe either of those three things took place here, it is likely there was an update to the OS which has somehow caused a problem with the authentication information used to unlock mSecure.

Unfortunately, there is not a lot we can do in these situations. The authentication information for mSecure is only stored in the device's secure memory location and in your memory in the form of your master password used for unlocking the app. Once mSecure requests that your password is entered manually to unlock the app, from that moment forward, it is the only way to unlock it.

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. 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.

Also, while it's good to have backups of your information, without knowing the password used to encrypt the data, there is no way to restore the data. The QR code you have is something you need for authentication purposes, but that code is also encrypted with your master password, so it's not usable if you are not able to unlock mSecure. 

Do you happen to have access to your information in mSecure running on any other devices Jennifer?

No I don't have it on any other devices.

What I don't understand is why the fingerprint has only stopped working on this app. The other 6 apps that I log in via fingerprint are still working.

So basically I have no access to my data?

A total disaster

Hi Jennifer,

Unfortunately, I don't know what has happened on the device to cause what's happening. If you can remember your password, then you should have no problems unlocking the app. Are you able to see the hint mSecure should be showing you when you are on the lock screen? If not, I can get that for you from your account if that would help.

Also, as you are trying to enter your password to unlock mSecure, is it possible that one of the characters you are entering needs to be substituted with a special character or number? For example, many customers will use 3 for E or $ for S in order to make their passwords stronger.

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