hello, i had used email@example.com to log in to free trail a while back and today i purchased the pro using another email which is firstname.lastname@example.org. i do have a code for the gmail acct but not for the hotmail one, how can i fix this so that i can use the pro vesion under the hotmail acct?
Thank you for contacting us. You won't be able to have the license you purchased applied to both accounts, so what you will need to do is get signed in to the same account on each device. Sometimes that's easier said than done depending on the way your data has been stored.
Does either of the accounts have all, or a vast majority, of your data stored in it? The idea here is to figure out which account has the most of your data in it, then make sure you get all data transferred over to that account manually. After all of the data is in that one account, then reset mSecure on each device and sign in to that account.
In the case that the account that has all of your data in it is not using the right email, that's ok, because I can change things up to get your license applied to any of your accounts. The most important first step is to simply get all your data into one account, then proceed from there.
This should be no problem at all then. Which devices are NOT signed in to your "email@example.com" mSecure account? All you will need to do is reinstall mSecure on those devices and sign in to the paid account. If you have a Mac computer, let me know, and I'll send you steps to get that app reset so you can sign in to the correct account.
I will be able to move the license over to any account you have created, but before I can do that, I want to make sure you I know which devices are working correctly. If I go in and make changes before understanding the situation clearly, it typically causes a lot of confusion in trying to fix the process. After I understand what is happening and if you able to open and unlock mSecure on any of your devices, I will be able to move the license where needed.
Are you saying that you are not signed in to any mSecure account on any of your devices running mSecure 5? Do you have mSecure 5 installed on any of your devices?
I still may be misunderstanding something here, because I just checked your "firstname.lastname@example.org" mSecure account, and it has a paid license. When you open and unlock mSecure on your iPhone and PC, do you see messages telling you the account is free or in a trial period? Based on what I'm seeing on our server, you should see it is a paid account on both of those devices.
I'm sorry for the late response here. Support over the last week has been extremely busy, so I'm just now getting caught up on the forum. I see you have been in contact with other support rep Nick Ross, and your issue should almost be resolved. I'll consider this thread closed.